Support Analyst - Direct Hire

Job Description:

• Job Mission
• Support Analysts work collaboratively in teams to support communities of users, bringing the right expertise to provide timely, reliable, and innovative solutions. They spend time working in scientific labs and departmental locations to build relationships, understand the business, and assist with technology to support the work. They represent community needs to the broader RX organization and conversely share technology trends and solutions with the community. In addition to providing relationship-based support to designated communities, Support Analysts assist with day-to-day IT support (PC, Mac and mobile hardware, network, In-house and third-party software) to a broader user population who seek help.
• Major Accountabilities
• · Provide high-quality support services at walk up locations, in departmental offices and labs, and online to end users performing diverse roles within the org and possessing varying degrees of technical skill
• · Maintain up-to-date knowledge of hardware and software commonly used within the org
• · Troubleshoot and resolve technology issues reported by end users
• · Track and document work in service tickets to enable monitoring of metrics and sharing of knowledge
• · Learn and adhere to company Information Security & Risk Management standards including security patching
• · Work collaboratively on teams learning from others and sharing expertise and accountability for team's success.
• · Maintain strong working relationships with end users and colleagues across the org
• · Provide input to efforts aimed at improving services and streamlining work
• · Draft documentation and knowledge articles for the effective use of hardware and software.
• · Assist in delivering end-user training on effective use of productivity tools
• Ideal Background/Capabilities
• · Strong customer service mindset
• · Strong interpersonal and communication skills (written and verbal)
• · Exceptional troubleshooting skills
• · Ability to prioritize and effectively manage assigned work
• · Proven ability to assume responsibility and remain calm in stressful situations
• · Curious, eager to learn and open to feedback
• · Bachelor's degree in a technology field or equivalent work experience
• · 2-5 years of progressive experience with hands on troubleshooting and support for Windows, MacOS, and/or Linux systems