Senior IT Technical Support

AstraZeneca • New York, NY

2d

About The Position

Purpose Deliver high‑quality end‑user services and technical leadership for local site operations, providing hands-on and remote support, AV technology troubleshooting, and dedicated C‑suite/VIP services to ensure reliable systems, timely incident resolution, and continuous improvement aligned to AZ standards and SLAs.
Key Responsibilities
End‑user services, VIP support, and escalation: Provide hands-on and remote support (desk‑side, Genius Bar/AskIT); deliver white-glove services for C‑suite/VIP users; act as the first point of escalation and a reference point in specialized areas; mentor junior staff.
Incident, problem, and change management: Independently diagnose and resolve complex AZ systems/application issues; manage incidents, root‑cause analysis, and service change requests; support transition and change planning; meet SLA/OLA and customer satisfaction targets.
Site operations and AV technology: Support local infrastructure “hands and eyes” activities; set up, troubleshoot, and operate AV/meeting room technologies (conference rooms, telepresence, hybrid meetings); perform hardware imaging for desktops/laptops; maintain configuration management data; ensure compliant patch and anti‑virus levels; manage local Service Introduction and support models; act as focal point for local applications.
Collaboration and reporting: Liaise with global IT teams and non‑IT stakeholders; consult on planned/unplanned downtime; conduct analysis and produce quality service reports; align implementations to architectural standards.
Lifecycle and improvement: Mitigate risk from obsolete platforms via hardware/system lifecycle management; review policies and processes with enhancement recommendations; contribute to the Operations Computing Service Improvement Portfolio; support local team performance and adherence to OCS policies.

Requirements

• Proven track record in end‑user services, hands-on and remote support, AV tech troubleshooting, and white-glove C‑suite/VIP service; enterprise incident/problem management and site infrastructure support.
• Windows/macOS imaging, endpoint management and patching, AV systems (meeting room hardware, conferencing platforms), network fundamentals, configuration management (CMDB), ITSM tools (e.g., ServiceNow).
• Executive‑level communication and discretion, stakeholder management, mentoring/coaching, analytical reporting, customer focus, and continuous improvement mindset.

Nice To Haves

• ITIL Foundation/Intermediate
• Microsoft/Mac admin
• endpoint management (Intune/SCCM)
• AV vendor/platform certifications

Responsibilities

• End‑user services, VIP support, and escalation
• Incident, problem, and change management
• Site operations and AV technology
• Collaboration and reporting
• Lifecycle and improvement

Benefits

• qualified retirement program [401(k) plan]
• paid vacation and holidays
• paid leaves
• health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans
• short-term incentive bonus opportunity
• eligibility to participate in our equity-based long-term incentive program (salaried roles)
• to receive a retirement contribution (hourly roles)
• commission payment eligibility (sales roles)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees