Sr Service Desk Tech

IQVIA•Overland Park, KS

2d•$37,600 - $94,000

About The Position

Tier 2 IT Support role providing second‑line technical assistance to company employees for software, hardware, and networking issues Acts as an escalation point for complex technical problems while also supporting Tier 1 activities as needed to ensure timely issue resolution Supports Windows and macOS environments, including installation, configuration, troubleshooting, and maintenance of end‑user systems Manages and supports workstations, software applications, printers, wireless devices, and handheld devices Provides support to a global user base during overnight hours aligned with EMEA and APAC regions Operates within a 24/7 IT support environment, ensuring service continuity and user satisfaction IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism. IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide. To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.

Requirements

Associate’s Degree in Information Technology or a related field (preferred)
2–4 years of experience working in an IT support or service desk environment

Responsibilities

Provide first- and second-level IT support to end users and clearly communicate issue resolution
Act as a Tier 2 escalation point for more complex technical issues while assisting Tier 1 support as required
Accurately escalate unresolved issues to higher‑level support teams following established procedures
Track, route, and redirect incidents and service requests to appropriate technical resources
Deliver exceptional customer service, consistently meeting or exceeding user expectations
Demonstrate strong client-facing communication skills across all support interactions
Perform advanced troubleshooting while effectively multitasking in a fast-paced environment
Support users through Microsoft Teams calls, chats, and email
Maintain a typing speed of at least 40 WPM with 98% accuracy
Apply strong working knowledge of: Operating systems (Windows and macOS) Networking fundamentals and ISP concepts Hardware and peripheral devices Microsoft Outlook
Utilize strong analytical and problem‑solving skills to diagnose and resolve issues efficiently
Exhibit excellent interpersonal and customer care skills
Maintain flexibility to work overnight shifts supporting EMEA and APAC regions