Associate - Support Services

Eli Lilly and Company • Us, IN

10d • Onsite

About The Position

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. Use your Windows/Mac/iOS expertise to solve challenging problems. Lilly is looking for an IT Analyst with expertise in Windows and Macs. Are you a self-starter who has a passion for finding technical solutions to improve productivity while also delivering world class customer service? Are you determined to deliver impactful, secure IT solutions while providing superior user experience? If so, please apply.

Requirements

• Expert knowledge in the set-up, configuration, and use of computer hardware, software, and network including internet security and data privacy principles
• Diagnostic and problem-solving skills with focus on end point devices, peripherals, and advanced knowledge of all O365 (Word, Excel, Outlook, PowerPoint, Azure, SharePoint, Teams etc.)
• Excellent technical and non-technical communication skills required: ability to partner with other Infrastructure teams to troubleshoot technical issues; must be able to translate technical content for non-technical customers
• Advanced understanding of multiple operating systems (Windows, Mac, iOS)
• High School Diploma/GED
• Plus 6 years of experience in similar roles
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization and visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1.

Nice To Haves

• Certification as IT Technician will be an advantage (e.g., Microsoft Certified IT Professional)
• Bachelor’s Degree in Information Technology or related field
• Completed Apple Certifications: CompTIA A+ and Apple Certified Support Professional
• Completed Microsoft 365 Fundamentals Certification
• Previous Help desk experience
• Previous Customer Service experience
• Some domestic travel may be required. < 10%

Responsibilities

• Technicians will be the “face of IT”, working directly with Lilly resources to address computer issues, questions and concerns.
• Technicians will proactively work with customers to create world class digital user experience.
• Work will focus on improving productivity through proactive identification/remediation of potential hardware issues, leveraging data analytics to determine areas of focus, and proactively ensure devices meet security standards (patches, driver updates, supported app levels, etc.).
• Some on call after hours may be required.
• In addition, technicians will work in our walk-up support sites, aka Tech On Point, on a rotating schedule.
• Tech On Point technicians are the primary point of contact for hardware, operating systems, and enterprise applications, new hire onboarding, accessory assistance and users' adoption of new and upcoming IT initiatives and services.

Benefits

• company-sponsored 401(k)
• pension
• vacation benefits
• medical, dental, vision and prescription drug benefits
• flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts)
• life insurance and death benefits
• certain time off and leave of absence benefits
• well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED