Associate Application Support Analyst

TEKsystems•Waltham, MA

1d•$35 - $40•Onsite

About The Position

Our client is hiring an Associate Application Analyst responsible for escalated incidents and requests from the IT Helpdesk, assisting the Executive Team and end users in multiple locations. The role also involves improving and creating new IT processes to streamline the business and escalating incidents to specialized support when necessary. This position requires superior technical and presentation skills to thrive in a fast-paced, growing company. It is a high visibility, high customer-touch role, demanding an upbeat, positive attitude and a passion for delivering first-class IT services.

Requirements

B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience.
3+ years of relevant experience
Desktop
Help desk
Windows 10
Troubleshooting
Customer service
Office 365
Active directory
Azure
Help desk support
Technical support

Nice To Haves

Experience with 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
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 in Exchange Online Administration and troubleshooting
ServiceNow exp a plus

Responsibilities

Provide desk-side and subject matter expert support for IT related services for employees in an office, clinical & research laboratory setting.
Support and troubleshoot system and network issues related to end-user, laboratory IT and VoIP equipment, according to standard operating procedures.
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 ITSM to manage all incidents and requests to ensure that work is completed to the customers satisfaction in a timely manner and according to the Service Level Agreements (SLAs).
Manage Exchange Online including mailboxes, distribution groups, calendars.
Collaborate with internal departments to improve/create processes.
Work with internal departments and external vendors to implement new applications, services to end users.
Participate in projects and act as a Subject Matter Expert for key technologies.
Contribute 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 department escalation policy.
Operate desktop imaging solution, application packaging, and configuration settings.
Support audio and visual equipment for conference rooms and educating employees in its use.
Identify, evaluate, promote, and implement customer support best practices.
Carrying a company issued mobile phone is required.
In partnership with other team members, lead the testing, configuration, installation and repair of IT related equipment.
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.
Able to make some material decisions without consulting manager.
Participate in weekend on-call rotation on an as needed basis.