CRP - IT Service Desk Analyst L1

Overview

As an IT End User Support Analyst - Level 1 with Certara, you are part of a global, fast-paced IT organization. Our primary mission is to provide capable & resilient world class assistance to professional services, software, and corporate business units, ensuring our team members have the access and ability to perform at the highest level in service of our customers.

The Certara IT Service Desk (CSD) supports all technologies in direct contact with Certara end users, spanning multiple technical disciplines across on/off boarding, hardware provisioning, applications support and management, office technologies (collaboration, networking, printing), and endpoint technologies in the creation of a cohesive and integrated tech stack to support business growth globally.

The role requires a passion for supporting team members and using technology to facilitate a better end user experience for business users. This role is a core member of the CSD and should be comfortable being both hands-on in the actioning of support requests and collaborating with operations and infrastructure team members while ensuring appropriate support of knowledgebase articles and documentation for the greater IT organization with key compliance requirements: SOX, ISO 9001 / 27001, SOC2, etc...

Responsibilities

Incident Response

Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup

Respond to service desk incidents in support of a global organization, conduct basic troubleshooting

Escalate to senior resources when necessary

Maintenance Tasks and Service Requests

Respond to service requests effectively and communicate in a timely manner to install or assist with the installation and set-up of new hardware, software, and peripheral equipment

Imaging and Deploying endpoints for end users

Document workflow in ticket management system

Support Operational Standards, Diagrams, Policies & Procedures

Act as a technical resource of the IT Service Desk while adhering to key operational policies

Assist in maintaining user-facing documentation and knowledge base

Train on appropriate software & hardware used and supported by the Certara Service Desk

Participate in IT Projects & Ensure Long Term Drive to Consistency of Operations

Provide constructive feedback on implementations with the goal of continuous improvement

Participate in projects using various technology solutions in an Agile framework

Actively participate as a strategic member of the technology team, including participating in team meetings Qualifications

Skills and Attributes

Excellent written and verbal communication skills

Positive attitude

Team player with strong analytical skills and the ability to understand and resolve complex problems

Highly motivated self-starter

Good relationship builder with strong customer service focus Qualifications

2+ years working on an IT Service desk supporting life sciences, professional services and/or software development organizations

Technical experience across one or more vendors: Microsoft, Apple, Google

Experience with Active Directory (AD), LDAP & Account Authentication

Understanding of network management and troubleshooting

Certara bases all employment-related decision on merit, taking into consideration qualifications, skills, achievement, and performance. We treat all applicants and employees without regard to personal characteristics such as race, color, ethnicity, religion, sex, sexual orientation, age, nationality, marital status, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.