Senior Technical IT Analyst-Framingham, MA

Danaher Framingham , MA 01702

Posted 1 week ago

The Senior Technical Analyst is responsible for all operational aspects of support functions. Effective interpersonal skills matched to strong technical skills are key to this position. This role serves as point of contact for escalations within the team as well as customer concerns working closely with Business Apps, Network, Server and Information Security groups.

Critical to have strong level 2 Desktop Support experience. Significant experience within Microsoft enterprise-level corporate environment a must: Active Directory, Win10, MS Apps, etc.

Key responsibilities include, but not limited to:

Provide excellent hands-on support to the employees working from the Framingham SCIEX office, as well as for remote employees, including:

  • Executive support provided for our leadership team

  • Audio/Video support for video conferencing, TVs and projectors

  • Follow established procedures to independently manage ticketing system queue to provide tier 2 desktop support for internal staff working locally and remotely in home offices

  • Setup company new hires including equipment, accounts, and provide IT orientation

  • Build, configure, and maintain laptop and desktop PCs as well as support desk phones, printers and mobile devices

Lead and actively contribute to IT projects supporting the business

Support lead functions as a senior analyst, including:

  • Adhere to and develop procedures and standards to improve the quality and delivery of service to customers including authoring of standard work instructions

  • Handle escalations for system and site outages

  • Serve as escalation point for more complex technical issues and liaise with various partner IT groups to identify solutions

  • Mentor other team members

  • Address customer complaints

Education and/or Work Experience Requirements:
  • Associates Degree Required and Bachelor's Preferred with a focus in Computer Information Systems or Related Discipline

  • Minimum 8 years supporting end-users in person and via phone and in an enterprise-level corporate IT environment

  • 2+ years of providing informal guidance to more junior team members

  • Exceptional customer service orientation with strong communication skills

  • Windows 10 knowledge including imaging methods and advanced hardware / software troubleshooting, familiarity with MS BitLocker encryption technology

  • Installing, configuring, and troubleshooting Microsoft Apps (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, OneDrive)

  • Active Directory object management including domain joined PCs and Shared Folder permissions

  • Fundamental TCP/IP, DNS network troubleshooting including supporting remote connections, VPN, firewalls, and routers

  • Ability to meet established service targets in fast paced environment

  • Writing technical documentation

  • Preferred Certifications: MS 365 Certified: Modern Desktop Administrator Associate; Cisco Certified Network Associate (CCNA); ITIL 4 Foundations; Dell

Additional Requirements:

  • Some travel may be required, but will not exceed 25%

  • Participate in after-hours server patching, change requests and on-call support rotation

  • Standing or sitting for long periods of time may be necessary

  • Some lifting (greater than 25 pounds) may be necessary; Facilities, Materials and IT employees occasionally must lift at least 50-75 pounds

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The "EEO is the Law" poster is available here.

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Senior Technical IT Analyst-Framingham, MA