AllSTEM – Jobs Hiring for IT Service Desk Analyst Job at Burlington, MA Full Time

My client provides global contract research and manufacturing services to the pharmaceutical and biotechnology industries. They are seeking an IT Service Desk Agent to join their team for 6+ month assignment. You will be responsible for managing support requests that can come in from IM, Email or Phone. Ensuring they are properly documented using a centralized ticketing system with solution or triaged to the appropriate support team.

The IT Service Desk Agent may also be assigned to project teams in support of company goals and objectives.

In this role, you will:

• Work with team members all of the world for troubleshooting assistance and communicating issues coming in as first source of problem seeking, Communications not only within the Service Desk but higher levels of IT to seek a resolution.
• Work with end users all over the globe, regardless of language to seek resolutions of their issues.
• Utilize excellent problem-solving skills to diagnose, evaluate and resolve issues
• Provide, remote, primary technical support to the client’s workers on various technical issues including access, hardware, software and peripherals in a professional manner.
• Provide user access management of lab systems that require resets or assistance getting logged into that lab system
• Mobile devices management, including MDM enrollment, and general troubleshooting skills
• Use of Remote Accessible applications required. SCCM, Configuration Manager, Remote Desktop Protocol experience
• Printer support including basic break/fix of hardware, software, and networking issues
• Provide support with How To, and basic Break/Fix of AMRI’s conferencing services
• Provide user access management for AD/Exchange, Applications, SharePoint, Creating and Managing Oracle accounts for accounting and purchasing following documentation with approval from business owner units, etc.
• Support multiple platforms including but not limited to Desktops, Laptops, Mobile Devices, Tablets and Video Conferencing equipment
• Provide 24 x 7 on-call support as assigned as well as shift flexibility and travel as required
• Work closely with the client’s End User Services, Applications, Networking, and Information Security Service Owners as Subject Matter Experts to ensure enterprise solutions will enable the client’s community to work effectively.
• Understand IT security and regulatory policies and adhere to these policies while providing support.
• Exhibit safety awareness and safe work practices.
• Keep up to date on current technologies applicable to the work environment using available resources

Required Qualifications:

• 2+ years of prior experience providing technical assistance in a large matrixed organization troubleshooting technical issues including access, hardware, software and peripherals.

Language Requirements:

• Preferred: English, Italian, Spanish, as well as French, German in addition. Flexible Scheduling, Possible travel to other sites to support vacations and holidays.

Education and/or Experience:

• Associate’s degree or equivalent experience/certification.
• CompTIA A+ Certification, MCP, MCDST, and ITIL Foundation
• Minimum of 3 year IT experience in a technology support role

Job Type: Temporary

Pay: $30.00 – $36.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location