Senior Helpdesk Technician

Overview

Reporting to the Senior Manager, IT Helpdesk, the Senior Helpdesk Technician is a specialized, hands-on technical role that is the first point of contact responsible for providing help desk support and training support to end users, ensuring quick and efficient problem resolutions in all areas of technology.

The help desk support duties include but are not limited to, resolving computer, mobile device, and peripheral device related problems in supported areas as well as supporting new software platforms, evaluations, and escalations and ad hoc projects as required. The day-to-day workload in summary involves maintenance, upgrades, updates, coordination, and escalation of tickets to other IT team members when applicable.

This individual must have experience with IT problem diagnosis and client relationship management and will be the main liaison between IT management and contract Helpdesk staff to ensure that issues are escalated as appropriate and daily helpdesk responsibilities are being met as expected. This individual must work effectively in a strong team environment - sharing responsibilities and knowledge with the helpdesk and IT teams with the proven ability to work well in a fast-paced environment.

Responsibilities

• Act as main helpdesk technician lead and first point of contact responsible for providing and coordinating all help desk support, project support, and training support to all Shionogi end users

• Main liaison between IT management and contract Helpdesk staff to ensure tasks and responsibilities are being met as expected and escalate issues as needed

• Maintain and resolve computer, mobile device, and peripheral device related problems

• Maintain computer systems and act as support during system failures

• Maintain Help Desk ticket records and make sure the root cause and resolution are documented

• Clarify problems and determine if additional expertise is required before further escalating ticket

• Provide hardware and software evaluations as needed

• Complete hardware and software builds, installs, changes, and configurations

• Work alongside IT staff to provide maintenance and repairs, moves and equipment exchanges

• Troubleshoot and support software and equipment as well as collaboration tools like Teams, WebEx, Zoom, etc.

• Complete IT system check-in and check-out processes for new or existing Shionogi personnel

• Assist with onboarding of new users

• Assist with the logistics process of asset inventory counts of all equipment, software, and license users in an organized manner

• Create technical knowledge-based articles with solutions for internal support and user guides and maintain the documents up to date within SharePoint as required

• Train new employees and Help Desk contractors on desktop related technologies

• Follow SOPs, WIs, and direction of Sr. Mgr, IT Helpdesk

• Other duties and project as assigned

Minimum Job Requirements

Qualifications

• Associate degree or equivalent work experience, with a minimum of (3) three years of hands-on, technical work experience in a professional business environment and in the field of Information Technology

• CompTIA A+ or current certification is a plus

• Experience working in a regulated industry is a plus

• Experience in installation, set-up, and troubleshooting of laptops, printers, mobile devices and other technical equipment as needed

• Experience in most current Windows platform and Microsoft online and client tools ins and outs

• Advanced level of proficiency with Microsoft Office applications usage and troubleshooting

• Microsoft MCP (MS Certifications) preferred, but not required

• Experience operating Windows Server and maintenance of items in Active Directory

• Experienced in supporting and troubleshooting collaboration tools such as WebEx, Teams and usage and support

• Hands-on experience with Adobe Acrobat usage and troubleshooting

• Knowledge to support SharePoint Online site owners and members

• Understanding of remote computing technologies including VPN, Terminal server and broadband

• Experience with VPN Client usage and troubleshooting

• Experience with mobile device platforms usage and troubleshoot (iOS, Android, others)

• Working knowledge with helpdesk ticketing systems

• Experience with technical training creation and facilitation

Competencies

• Excellent communication skills, both verbal and written

• Excellent customer service skills and the ability to work with all levels of the organization

• Must be flexible and adaptable to changing project priorities, work assignments and deadlines

• Ability to anticipate needs, and analyze and solve problems quickly and proactively

• Highly organized, with the ability to assist others in organizing documentation and records

• Self-starter, problem solver, self-motivated, actively seeks out work

• Must possess an appropriate sense of urgency and responsibility

• Must possess a strong understanding of the importance of computer and data security, and information privacy

Other Requirements

• Must live a commutable distance to corporate Florham Park, New Jersey office and work onsite 5 days/week

• Flexible schedule to accommodate project deadlines when needed. This may require after hours and weekend support at times

Essential Physical and Mental Requirements

• Ability to articulate clearly and conduct verbal presentations with large and small audiences.

• Ability to travel via automobile and/or airplane.

• Ability to view video display terminal images < 18" away from face for extended period of time - up to four (4) hours at a time.

• Ability to operate a computer keyboard and telephone.

• Ability to sit for extended periods of time - up to four (4) hours at a time.

• Ability to lift, tug, pull up to fifteen (15) pounds.

Disclaimer

The job description is not designed to cover or contain a comprehensive listing of requirements, duties or responsibilities that are required of the employee. Other requirements, duties and responsibilities may change or be assigned at any time with or without notice.

You acknowledge and agree that information described herein may be disclosed to applicable regulatory authorities, alliance partners and/or third-party service providers as necessary for Shionogi to fulfil its obligations under applicable laws, including but not limited to compliance with regulatory inspections and/or audits.

EEO

Shionogi Inc. is an equal opportunity/affirmative action employer.All qualified applicants will receive equal consideration for employment opportunities based on valid job requirements without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, marital status, national origin, age, ancestry, citizenship, disability, genetic information, status as a disabled veteran, a recently separated veteran, Active Duty Wartime or Campaign Badge Veterans, and Armed Forces Service Medal Veterans, or any other characteristic protected by applicable law.It is the policy of Shionogi Inc. to undertake affirmative action in compliance with all federal, state, and local requirements to recruit a diverse pool of applicants and to ensure that our employment practices are, in fact, non-discriminatory.