IT Support Desk Analyst II

Job Title

IT Support Desk Analyst II

Requisition

JR000014147 IT Support Desk Analyst II (Open)

Location

Webster Groves (Pharma) - USA038

Additional Locations

St. Louis, MO

Job Description

The IT Support Desk Analyst II is a liaison between IT and all users of computing devices within the enterprise. The IT Support Desk Analyst II will have significant knowledge in subject matters pertaining to computing devices, such as desktops, laptops, tablets, and mobile phones. The IT Support Desk Analyst is responsible for understanding the general configurations and settings of company issued computing devices and capable of troubleshooting and resolving issues to restore the devices into full functioning capacity for authorized users. The role interacts directly with users in all positions within the company from individual contributors to executive leaders either via phone or in person.

Essential Functions

• Acts as the main point of contact for technical support for personal computer systems, software, hardware, and network connectivity, including Office suite, Active Directory, 365, ethernet topology, TCP/IP/SFTP, mobile devices, and network printers/copiers.

• Installs, configures, and troubleshoots desktop systems, workstations, and network connectivity.

• Provides support through deskside, phone, and remote assistance methods, utilizing team resources and knowledge base for solutions, with timely ticket documentation and closure, end-user communications, and training.

• Assists in developing and maintaining standard workstation images, package builds, and application deployment, and provides backup support to hardware configuration center and call center, including user account provisioning.

• Tracks PC-based software licenses and maintains accurate user inventory of equipment, while managing select vendor relationships.

• Participates in staff and team meetings, develops an understanding of supported technologies and business processes, and fosters relationships within IT and with customers.

• Engages in a development planning process for career goals and incorporates development activities into objectives.

• Handles difficult customers or situations diplomatically, incorporating customer feedback for improvement, and participates in deployment planning efforts, acting as a primary contact for critical functions.

• Manages administrative tasks effectively alongside technical responsibilities.

Minimum Requirements

• Bachelor's degree in information technology or a related business field such as Information Systems or Computer Science strongly preferred.

• 5+ years of experience in Information Systems, specializing in Help Desk or Desk-side Support roles.

• Demonstrated ability to deliver exceptional customer service.

• Excellent verbal and written communication skills, with a talent for effective listening.

• Works autonomously with minimal guidance, keeping management informed of pertinent matters.

• Extensive expertise with requisite technologies, capable of handling advanced and intricate tasks.

• Advanced problem-solving abilities, including collaborative analysis and resolution of hardware and software issues across all supported platforms.

• Thorough comprehension of the business operation's technology usage, consistently leveraging this insight in daily support and when addressing challenging or critical issues.

Preferences:

• Proficiency in SCCM, Intune/AutoPilot, MDM, and the Microsoft 365 Suite including Azure, Exchange, Teams, SharePoint, and OneDrive.

Organizational Relationship/Scope:

This is an individual contributor position reporting to the IT Manager (Support Desk) in the Specialty Generics IT organization. This position interacts with all computer users within the company.

Working Conditions:

Normal office environment.

Moving of computers, printers, and related hardware required.

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