Information Technology System Administrator

POSITION OVERVIEW:

The IT Support Analyst is a vital role within our organization, responsible for providing technical support and troubleshooting for all IT-related issues in our New Jersey based warehouse and office space facility. As the primary on-site IT support for this location, you will ensure that all desktops, hardware, software, VoIP, network, and other technology systems are functioning properly and securely. You will also communicate with other IT team members and external vendors to resolve complex problems and escalate issues as needed. Additionally, you will be asked to occasionally serve as remote hands for network, server or storage engineers located in other parts of the country.

Within this role you will be tasked to:

Install, configure, and maintain IT equipment, such as computers, printers, scanners, phones, etc.

Provide timely and courteous support to end-users via phone, email, and in-person.

Troubleshoot and resolve IT issues, such as network connectivity, software errors, hardware malfunctions, etc.

Perform/ support the regular backups and updates of IT systems and data, including laptops and desktop records.

Document and report IT incidents, requests, and solutions.

Monitor and enforce IT policies and best practices.

Train and assist end-users on IT systems and applications.

Coordinate with other IT team members and external vendors to ensure IT service delivery and quality.

ESSENTIAL JOB FUNCTIONS:

Act as the primary IT Support professional in New Jersey aimed towards building brand relationships with end users, training end users, and providing guidance on Technology processes and best practices to end users as a representative of the internal Technology brand.

Manage and support user onboarding and offboarding in New Jersey.

Provision and setup hardware for end users, including desktop imaging and workstation setup.

Manage hardware inventory / backstock for the New Jersey facility and ensure equipment is made available to end users following corporate processes for hardware distribution.

Ensure the timely resolution of IT incidents and requests, following ITIL best practices and service level agreements.

Develop and maintain standard operating procedures, knowledge base articles, and user guides for IT services and systems.

Coordinate and participate in IT projects and initiatives, such as system upgrades, migrations, deployments, etc.

Provide technical expertise and guidance to end users on various IT issues and solutions.

Support the maintenance of an IT inventory, assets, licenses and contracts.

Follow IT processes and procedures are adhered to in-line with policy and industry best practices.

Provide consistent handling of issues, manage the handoff and escalation of issues to 3rd line teams and track through to resolution.

Participate as an active member of incident response activities and events, providing updates and supporting testing as needed for global issues.

An active member in Problem Management meetings, supporting the identification of recurring issues, across IT hardware, software and services, and prioritizing those that require more immediate focus.

QUALIFICATIONS:

Education and Experience requirements:

Associate degree or higher in Computer Science, Information Technology, or a related field, or equivalent combination of education and experience.

A minimum of 5-8 years of experience in an IT support role within a life sciences or healthcare setting preferred, demonstrating an understanding of the unique challenges and regulatory requirements in the industry.

Professional certifications relevant to IT support, such as Microsoft certifications, ITIL, IT4IT, etc.

Ability to troubleshoot and resolve complex IT issues, including hardware, software, network, and security problems.

Experience with various operating systems, applications, and devices commonly used in large corporate environments, such as Windows, MacOS, Microsoft 365, label printers, etc.

Familiarity with IT best practices, procedures, and standards, such as ITIL, IT4IT, etc.

Ability to work independently and as part of a team, and to prioritize and manage multiple tasks in a fast-paced environment.

Strong communication and interpersonal skills, capable of collaborating with life sciences professionals, IT staff, and external partners to ensure the frontline security of pharmaceutical information systems and compliance with regulatory requirements.

Self starter with excellent communications skills.

Experience interfacing with various business groups ranging from end-users to senior leaders.