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Help Desk Analyst

Company: Careerbuilder-US
Location: Morrisville
Posted on: September 24, 2022

Job Description:

The IT Help Desk Analyst will be part of a local IT Service Desk team providing tier 1 and tier 2 support for a cGMP Biotechnology CDMO. Support includes troubleshooting, resolution and/or escalation of incidents, both on-site and remote, across multiple campus buildings, including manufacturing and laboratory environments. This position will work closely alongside members of local and Global IT Teams including Server Infrastructure Engineers, Application Administrators, and the Desktop Engineering/Service Desks. Job Requirements:

  • - - - - - - - Serve as initial contact for internal and external customer technical support required for computer workstation hardware and software, telephone, network, operating system, printing, and Internet access problems - - - - - - - Incident, Problem, and Request management utilizing ServiceNow - - - - - - - Installations, upgrades, moves, and changes for computer workstation hardware and software, printers, phones, and other common office hardware - - - - - - - Support of Microsoft products including Windows OS, Office365, including user and mailbox provisioning and access management - - - - - - - Creation and maintenance of knowledge base content and documentation - - - - - - - Ability to follow documented procedures in a regulated environment - - - - - - - Interface with the Automation/OT and Lab Engineering teams as required in support of shared or IT-hosted systems. - - - - - - - Be willing to participate in and lead on the job training, including new hire orientation, as needed to enhance IT skills and support capabilities. BACKGROUND REQUIREMENTS: - Education and Experience Required: We are looking for a candidate with the following background and skill sets: - - - - - - - 3+ years IT help desk, customer service, and support experience with problem solving involving hardware, software, and networks, preferably in a life sciences or regulated industry - - - - - - - Hands-on work experience with the following: Microsoft Windows Operating systems - Windows 7, 10 Microsoft Office 365, including Teams and Outlook Microsoft Active Directory, SCCM Collaboration Tools including Zoom, Teams, Conference Rooms and A/V - - - - - - - Basic Network troubleshooting - - - - - - - Ability to lift and/or move equipment (10 to 50 lbs.) - - - - - - - Excellent interpersonal and organizational skills - - - - - - - Excellent oral and written communications skills and fluency in English - - - - - - - Collaborative attitude with the willingness to work with global peers and cross-functional teams toward company and department goals - - - - - - - Ability to prioritize and work autonomously based on common goals and objectives. - - - - - - - High sense of responsibility.

Keywords: Careerbuilder-US, Cary , Help Desk Analyst, Professions , Morrisville, North Carolina

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