MAIN PURPOSE:
IT Client Services - Deskside Support:  Provide technical support to customers on standard operation of core systems; Analyzes inquiries, determines appropriate technical area or vendor to resolve problems; Consults with Manager when the appropriate course of action is unclear; Follows up on specific inquiries or request to ensure user/customer satisfaction; Participates in project execution and quality assurance as required; Prepares or participates in the creation and maintenance of knowledgebase, end user support and training documentation; Source of escalation from all areas of the business; Performs administration of support processes and procedures; End User/ New Hire training as needed; Assists in the administration of support processes and procedures.

MAIN ACCOUNTABILITIES:

• Has practical, up-to-date knowledge of relevant technologies

• Demonstrates systems analysis, troubleshooting and documentation skills.

• Good communication skills, proficiency with computers, MS office, Oracle, BAM, VSM. Familiarity with biotechnology / pharmaceutical industry and technical skills. Demonstrated experience problem-solving and dealing with routine, ambiguous situations with diplomacy and tact.

• Good understanding of ITIL and IT Service Management, Hardware break/fix and Active Directory and Group policies

• Demonstrate experience working with vendors / 3rd party hardware and IT providers

• Desktop Experience to include Windows 7-8-10, MS Office 2010-2016, Skype, smartphones.

Two-year degree or equivalent experience and

HS degree or similar education with 5 years of administrative, financial and technical experience. Familiarity with biotechnology / pharmaceutical industry and technical skills