Job Overview:
We are seeking a System Support Analyst I to join their Infrastructure & Operations team within the Global Technology Solutions (GTS) department. This role will support the enterprise infrastructure applications and services, focusing on optimizing employee productivity. The ideal candidate will provide hands-on IT support for AWS remote users, ensuring the effective delivery of technology services that support business processes. This role will be integral to supporting various GxP and G&A systems, including HRIS, CLM, CTMS, Clinical, Biometrics, Quality, and other enterprise systems.
Key Responsibilities:
- Primary Support Contact: Serve as the primary point of contact for day-to-day IT support for AWS remote users, focusing on incident and service request management.
- System Support: Provide technical support for enterprise applications, particularly Cloud/SaaS and AWS IaaS environments, including but not limited to HRIS, CLM, CTMS, Clinical, Biometrics, and Quality systems.
- Employee Support: Assist employees, contractors, and vendors with technical issues in a Windows Enterprise environment, with a focus on supporting remote and local employees.
- Collaboration with Operations Team: Work closely with the Sr. Manager of IT Operations and a team of technicians to provide quality support for users across the company
- Technology Coordination: Help coordinate IT support for MSLs, ensuring efficient delivery of technology services to enhance business processes.
- Hands-On Technical Role: Actively engage in troubleshooting, maintaining, and optimizing hardware, software, and network systems used by employees.
Required Skills & Experience:
- Technical Expertise:
- Proficient in Windows 10, Office 365, AWS, AVD, Intune, Mac OSX, and Active Directory.
- Experience with Microsoft Windows, MS Windows Azure, Zooming User Interface, Teamsite, and Video Conferencing tools.
- Experience supporting both Microsoft desktops/laptops and Apple/Android mobile devices (e.g., iPads, iPhones, tablets).
- Customer Service & Support:
- At least 2+ years of experience providing IT support, with a focus on VIP/Executive level support.
- Excellent customer service skills with the ability to present complex technical issues in an understandable way.
- Strong analytical and problem-solving abilities with a customer-first mindset.
- Education & Certifications:
- Prefer Associate Degree in Computer Science or 4+ years of relevant IT experience.
- IT certifications such as CompTIA A+, Network+, ITIL Foundation, HDI Tech Support Professional are highly preferred.
Additional Requirements:
- Onsite Requirement:
- The candidate must be able to work onsite at Hopewell, NJ (311 Pennington Rocky Hill Rd. Building 51, Pennington, NJ), within 45 minutes' commute from the location. This role is 100% onsite, Monday to Friday, from 9am - 5pm EST.
How to Apply:
Interested candidates should submit their resume for consideration, highlighting relevant experience in IT support, especially with cloud-based systems, and their ability to thrive in a collaborative, fast-paced environment.
This is a great opportunity for individuals who thrive in hands-on IT support roles and are eager to contribute to the success of a leading biotechnology company.
