Job Description
Job Description
Our client, a leading tech firm, is looking for an IT Support Analyst to start right away.
Location: Waltham, MA
Responsibilities
- Provide advanced technical support and troubleshooting for desktops, laptops, mobile devices, printers, network connectivity, and software applications.
- Act as an escalation point for complex IT issues from the IT Support Analyst team, ensuring prompt resolution within SLAs.
- Provide onsite support team for local location (Waltham).
- Administer and maintain company cloud-based systems, including GxP Systems (Active Directory, OKTA, etc.), O365, Zoom, AirWatch, and other collaboration tools.
- Manage and support Zoom Conference room systems and other AV equipment.
- Collaborate with IT Infrastructure team on the deployment and maintenance of IT infrastructure systems, both on-premises and cloud-based.
- Assist in the creation and maintenance of IT Service Desk knowledge base, documentation, and procedural manuals.
- Participate in IT projects related to system upgrades, migrations, and deployments.
- Perform hardware and software inventory management and asset tracking.
- Assist in onboarding and offboarding processes, including provisioning and deprovisioning of hardware and software accounts.
- Collaborate with cross-functional teams and external vendors to ensure IT operational excellence and alignment with business needs.
- Provide technical training and guidance to junior IT Support Analysts as needed.
Requirements
- Bachelor's degree in computer science, Information Technology, or related field with 4 years of experience in IT support roles, preferably in a biotech or pharmaceutical industry environment, or equivalent experience.
- Strong knowledge of IT Service Management tools.
- Experience administering cloud-based systems such as Microsoft Entra ID, Okta, and Box.
- Proficiency in troubleshooting hardware and software issues across multiple platforms (Windows, macOS, iOS).
- Excellent interpersonal and communication skills, with the ability to effectively communicate technical information to non-technical users.
- Proven ability to work independently and as part of a team, with a strong sense of ownership and accountability.
- Ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining superior customer service.
- Familiarity with regulatory environments such as GxP, GMP, and SOX compliance is a plus.
- Certifications such as MCSE, MCSA, CCNA, Network , A , or equivalent are preferred.
Pandologic. Keywords: Help Desk Analyst, Location: Waltham, MA - 02454 , PL: 604795385