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IT Support Specialist

Lexington, MA 02421

Posted: 09/22/2023 Job Number: 25082141 Pay Rate: 35.71-37.25 USD/Hour

Job Description

100% onsite.
Schedule 9-5pm.
Top 3 must have skills:
  1. PC support and Mobile support.
  2. Microsoft, 365 support.
  3. Experience in Bio Pharma environment.
*Does not need much lab experience, will mainly focus on end user and desk support**

The pay ranges between $35.71 - $37.25 per hour.

Project Description:
  • 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 and 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.
  • Operate desktop imaging solution, application packaging, and configuration settings.
  • Responsible for supporting audio and visual equipment for conference rooms and educating employees in its use.
  • Identify, evaluate, promote, and implement customer support best practices.
  • Carrying a company issued mobile phone is required.
  • In partnership with other team members, lead the testing, configuration, installation and repair of IT related equipment.
  • Assist in configuring and maintaining Active Directory, Azure, Office 365, and VoIP accounts.
  • Provide training and mentorship to new IT Helpdesk Technmicians.
  • Decommission hardware.
  • Configure and troubleshoot network printers.
  • Able to make some material decisions without consulting the manager.
  • Participate in weekend on-call rotation on an as needed basis.

Required Skills:
  • B.S. Or A.D. In Computer Science, Software Engineering, or equivalent work experience.
  • 3+ years of relevant experience.
  • 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.

This 12+ month position starts ASAP.

Please E-MAIL your resume (attachment to email) with rate and availability to Krysty: krysty@alphaconsulting.Com


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Krysty Graham

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