IT Support Specialist II

ESSENTIAL FUNCTIONS:

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 uses
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

QUALIFICATIONS:

B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience.
3+ years of relevant experience required

Preferred Experience/Skills:

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 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 in Exchange Online Administration and troubleshooting
Demonstrated project management skills
Automox, SmartDeploy and FreshService experience a plus

TOP 3 MUST HAVE SKILLS:

PC support and Mobile support
Microsoft, 365 support
Experience in Bio Pharma environment

Responsibilities
Compensation:
The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on a number of factors, including but not limited to, a candidate's qualifications, skills, competencies, experience, location and end client requirements).

Benefits and Ancillaries:
Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.

Aditi Consulting LLC uses AI technology to engage candidates during the sourcing process. AI technology is used to gather data only and does not replace human-based decision making in employment decisions.