Support Analyst jobs in the United States

IT Technical Support

Introduction to Role:

Join us at AstraZeneca, a place where innovation meets technology to impact patients and ultimately save lives. We are currently seeking an IT Technical Support specialist to join our Enterprise Technology Services (ETS) team. This team is responsible for all Infrastructure, Security, IT Operations and all End User Services and technologies. This role will perform the day-to-day front of house onsite IT activities so that Customer Experience, Service Excellence & Design and Site IT Technical Team objectives are met. 

Accountabilities:

As an IT Technical Support specialist, you will be accountable for ensuring the ‘effective delivery’ of Corporate IT ETS services to our global customers through the Global ‘AskIT’ service and the effective delivery of deskside support services. This includes tasks such as incident and/or demand management, ‘AskIT’ (including customer service), act as hand & eyes for the central teams, process adherence, service improvements and satisfaction measures, Asset management and stock inventory of any IT equipment on site to support Joiners, Movers and Leavers processes.

Essential Skills/Experience:

- High School Diploma
- Minimum 3 years of relevant experience
- The desire to achieve and maintain the highest level of customer experience at all times. With the appetite to drive continuous improvement
- Outstanding interpersonal skills, adapting language used to establish and influence excellent customer relations
- Ability to work in a customer-oriented support role running a customer drop-in desk in addition to performing floor walking to extend support right to the customer’s workspace

-Besides the primary location for this position, expected to support other sites in the greater Boston areas (Waltham, Seaport, Lexington and Cambridge) with occasional visits to these sites as needed
- Ability to resolve or prioritize technical issues with OS or Hardware, and to effectively communicate in English
- Confirmed knowledge and expertise within a Microsoft Windows environment (ideally within an enterprise domain business model) including familiarity with Active Directory, software deployment technologies, Group Policy Objects and remote-control methods
- The ability to support Windows 10 operating system and Lenovo desktop and laptop hardware
- The ability to perform activities such as checking settings, installing or reinstalling software, restoring factory defaults or updating security patches as necessary to resolve or prevent incidents and problems
- Shown knowledge and expertise in supporting Microsoft Office applications especially Office 2016 and MS Office 365
- Experience in the use of cloud-based storage solutions such as MS OneDrive and Box.
- Shown knowledge and expertise in supporting Apple Mac OS and iOS software desirable
- Experience in setting up and deploying mobile devices is desirable
- Prior customer facing tech bar or IT Training experience, such as assisting customers with new applications
- Knowledge of client antivirus software within an enterprise environment
- Aware of the importance of asset management and their role in updating asset inventory details
- Ability to train users in the use of standard laptop and mobile devices
- Knowledge and experience of ServiceNow or other ITSM toolset
- An ability to work effectively in a matrix organization structure is crucial

When we put unexpected teams in the same room, we unleash bold thinking with the power to encourage life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That’s why, for the IT Technical Support role, we request 5 days per week from the office. But that doesn't mean we’re not flexible. Join us in our outstanding and ambitious world.

Why AstraZeneca?

At AstraZeneca, we dare to lead, applying our problem-solving mindset to identify and tackle opportunities across the whole enterprise. Our spirit of experimentation is lived every day through our events like hackathons. We enable AstraZeneca to perform at its peak by delivering world-class technology and data solutions. Our work unlocks the potential of science. We optimise and revolutionise AstraZeneca by improving efficiencies and finding new ways to drive productivity. From automation to data simplification. We're part of a global company that's investing in a bold digital strategy; to become a truly data-led enterprise that disrupts the entire industry.

Ready to make a difference? Apply now!

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.