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IT Support Specialist

1 month ago

Étreux, Hauts-de-France, United States Gardner Resources Consulting, LLC Full time
Job Title: IT Support Analyst

Gardner Resources Consulting, LLC is seeking a highly skilled IT Support Analyst to join our team. As an IT Support Analyst, you will be responsible for providing technical support and assistance to employees in an office, clinical, and research laboratory setting.

Key Responsibilities:
  • Provide desk-side and subject matter expert support for IT-related services.
  • Support and troubleshoot system and network issues related to end-user, laboratory IT, and VoIP equipment.
  • Recommend and test cost-effective technical system improvements.
  • Drive IT projects and deliverables with the help of the Sr. IT Helpdesk Manager.
  • Proactively create corrective and mitigating steps to reduce future incidents and ticket volume.
  • Use an IT Service Management (ITSM) tool to manage all incidents and requests.
Additional Responsibilities:
  • Manage Exchange Online, including mailboxes, distribution groups, and calendars.
  • Collaborate with internal departments to improve/create processes.
  • Work with internal departments and external vendors to implement new applications and services.
  • Participate in projects and act as a Subject Matter Expert for key technologies.
  • Contribute to internal IT documentation and create technical bulletins to expand the knowledge base for handling support issues.
  • Assist users with activating and troubleshooting company-owned mobile devices.
  • Work directly with IT support teams for mission-critical issues and adhere to departmental escalation policies.
  • Operate desktop imaging solutions, application packaging, and configuration settings.
  • Support audio and visual equipment for conference rooms and educate employees on its use.
  • Identify, evaluate, promote, and implement customer support best practices.
  • Carry a company-issued mobile phone.
  • Lead the testing, configuration, installation, and repair of IT-related equipment in partnership with other team members.
  • Assist in configuring and maintaining Active Directory, Azure, Office 365, and VoIP accounts.
  • Provide training and mentorship to new IT Helpdesk Technicians.
  • Decommission hardware.
  • Configure and troubleshoot network printers.
  • Make material decisions without consulting a manager.
  • Participate in weekend on-call rotations as needed.
Qualifications:
  • Bachelor's degree in Computer Science, Software Engineering, or equivalent work experience.
  • 3+ years of relevant experience.
  • Preferred experience/skills:
    • Experience working in the pharmaceutical industry and regulated environments.
    • Ability to handle multiple tasks in a fast-paced environment with strong attention to detail.
    • Expert knowledge of Microsoft Operating Systems.
    • Strong experience working with local Active Directory and Azure.
    • Ability to present formal and informal training and assistance to end-users.
    • Apple iOS Systems.
    • Working knowledge of the administration of Microsoft Office 365 application suite.
    • Ability to find creative and 'out-of-the-box' solutions to incidents and requests.
    • Ability to provide clear and logical thought processes to identify root causes of incidents.
    • Expert knowledge in the installation, configuration, upgrading, and troubleshooting hardware and software components.
    • Experience working with enterprise Anti-Virus technologies such as Trellix.
    • Able to work with people to establish goals, objectives, and change management plans.
    • Experience in installing and configuring Windows-based applications using a software distribution tool.
    • Experience in working with enterprise Mobile Device Management technologies.
    • Working knowledge and understanding of network technologies such as TCP/IP, DNS, DHCP, VPN, routers, and switches.
    • Ability to understand and adhere to systems security and control procedures in accordance with departmental and corporate standards.
    • Demonstrated skills in time management, scheduling, and task prioritization to meet deadlines and goals.
    • Desire to learn new technologies.
    • Outstanding customer service provider.
    • Exceptional interpersonal skills for written and face-to-face communications.
    • Advanced experience within the Office 365 Admin Center and AzureAD with an emphasis on Exchange Online Administration and troubleshooting.
    • Demonstrated project management skills.
    • Automox, SmartDeploy, and FreshService experience a plus.