Senior Helpdesk Technician
Shionogi Inc. - Florham Park, NJ
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OverviewReporting 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.ResponsibilitiesAct 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 usersMain liaison between IT management and contract Helpdesk staff to ensure tasks and responsibilities are being met as expected and escalate issues as neededMaintain and resolve computer, mobile device, and peripheral device related problemsMaintain computer systems and act as support during system failuresMaintain Help Desk ticket records and make sure the root cause and resolution are documentedClarify problems and determine if additional expertise is required before further escalating ticketProvide hardware and software evaluations as neededComplete hardware and software builds, installs, changes, and configurationsWork alongside IT staff to provide maintenance and repairs, moves and equipment exchangesTroubleshoot and support software and equipment as well as collaboration tools like Teams, WebEx, Zoom, plete IT system check-in and check-out processes for new or existing Shionogi personnelAssist with onboarding of new usersAssist with the logistics process of asset inventory counts of all equipment, software, and license users in an organized mannerCreate technical knowledge-based articles with solutions for internal support and user guides and maintain the documents up to date within SharePoint as requiredTrain new employees and Help Desk contractors on desktop related technologiesFollow SOPs, WIs, and direction of Sr. Mgr, IT HelpdeskOther duties and project as assignedMinimum Job Requirements QualificationsAssociate degree or equivalent work experienceMinimum of (3) three years of hands-on, technical work experience coordinating desk support and acting as main liaison between IT management and contract Helpdesk staff to ensure tasks and responsibilities are being met as expected and escalate issues as neededCompTIA A or current certification is a plusExperience working in a regulated industry is a plusExperience in installation, set-up, and troubleshooting of laptops, printers, mobile devices and other technical equipment as neededExperience in most current Windows platform and Microsoft online and client tools ins and outsAdvanced level of proficiency with Microsoft Office applications usage and troubleshootingMicrosoft MCP (MS Certifications) preferred, but not requiredExperience operating Windows Server and maintenance of items in Active DirectoryExperienced in supporting and troubleshooting collaboration tools such as WebEx, Teams and usage and supportHands-on experience with Adobe Acrobat usage and troubleshootingKnowledge to support SharePoint Online site owners and membersUnderstanding of remote computing technologies including VPN, Terminal server and broadbandExperience with VPN Client usage and troubleshootingExperience with mobile device platforms usage and troubleshoot (iOS, Android, others)Working knowledge with helpdesk ticketing systemsExperience with technical training creation and facilitationCompetenciesExcellent communication skills, both verbal and writtenExcellent customer service skills and the ability to work with all levels of the organizationMust be flexible and adaptable to changing project priorities, work assignments and deadlinesAbility to anticipate needs, and analyze and solve problems quickly and proactivelyHighly organized, with the ability to assist others in organizing documentation and recordsSelf-starter, problem solver, self-motivated, actively seeks out workMust possess an appropriate sense of urgency and responsibilityMust possess a strong understanding of the importance of computer and data security, and information privacyOther RequirementsMust live a commutable distance to corporate Florham Park, New Jersey office and work onsite 5 days/weekFlexible schedule to accommodate project deadlines when needed. This may require after hours and weekend support at timesEssential Physical RequirementsAbility 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 imagesAbility 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.DisclaimerThe...Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
Created: 2024-09-23