Support Analyst

3 days ago

West Chester, Pennsylvania, United States BioSpace, Inc. Full time
Job Summary

We are seeking a highly skilled and experienced End User Support Analyst to join our team at Resilience. As a key member of our Digital Operations team, you will be responsible for providing top-notch technical support to our users, ensuring they have a seamless experience with our technology and digital tools.

Key Responsibilities
  • Provide end-user support for local computers and laptops, including troubleshooting and resolving technical issues.
  • Manage conference room technology and audio-visual systems.
  • Digital asset management of end-user devices.
  • Onboard and offboard employees and contractors by performing new hire orientation related to digital activities and provisioning of end-user devices.
  • Provide end-user digital support to all visitors/guests to the site as needed.
  • Assist end-users and administrators with onsite digital security system needs.
  • Support end-users and vendors with all end-user printing needs.
  • Monitor ticketing system queue and respond to all user incidents and requests via phone, in person, email, or chat.
  • Build laboratory walkabout laptops on restricted secure network.
  • Support and contribute to digital operation and end-user continuous improvement initiatives.
  • Compile and report technical performance metrics upon request of customers.
  • Support enterprise and other site(s) initiatives as needed.
  • Provide as-needed lab-facing support for the location onsite.
Requirements
  • Prior End User Support/IT Operations experience.
  • Hands-on experience with ITSM and change management.
  • Experience in highly regulated environments, pharmaceutical preferred.
  • Technical knowledge of deskside support, device administration, and maintenance skills.
  • Strong working knowledge with system troubleshooting and maintenance.
  • Strong organizational skills and ability to multitask and execute in a high-pressure environment.
  • Ability to prioritize and quickly resolve issues.
  • Excellent written and oral communication skills.
  • Excellent analytical and problem-solving skills.
  • Excellent attention to detail and documentation skills.
  • Effective time management skills and ability to meet deadlines.
  • Microsoft experience required.
  • Flexibility to work a variety of shifts with minimal notice.
  • Comfortable in a fast-paced, start-up, collaborative small company environment, working with minimal direction and able to adjust workload based upon changing priorities.
Preferred Qualifications
  • 2+ years of End User Support/IT Operations experience.
  • Project management experience.
  • MAC and IoS devices.
  • Fluency in supporting the digitization of manufacturing & engineering business process by sharing the IT knowledge to local user communities.
  • Builder mentality that seeks to produce innovation, agility, and velocity to support business-as-usual operations and new project implementation.
What We Offer

We offer a competitive salary range of $55,000.00 - $85,000.00 per year, depending on experience and qualifications. Our total rewards program includes equity, an annual cash bonus program, a 401(k) plan with a generous company match, and a benefits package that includes great healthcare, family building benefits, life and disability insurance, flexible time off, paid holidays, other paid leaves of absence, tuition reimbursement, and support for caregiving needs.

We are an Equal Employment Opportunity Employer and welcome applications from diverse candidates. If you are excited about Resilience and the biomanufacturing revolution, we encourage you to apply and start a conversation with one of our recruiters.

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