Associate Application Support Analyst (Lexington, MA, US)

Biopharma Careers; Lexington (VA); On-site; USD 70,000 - 123,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

Life insurance

Disability insurance

401(k) savings plan

Flexible spending accounts

Employee assistance program

Tuition reimbursement program

Voluntary benefits (group legal, etc.)

Time off; flexible vacation; parental/

leave

Job summary

Novo Nordisk is seeking a proactive IT Helpdesk Technician to support employees across office, lab and clinical environments in multiple U.S. locations.

You will handle escalated incidents, assist the Executive Team, and help streamline IT processes while aligning with SLAs and ITSM practices. The role emphasizes expert knowledge of Windows/Microsoft environments, AD/Azure, Office 365, and VoIP, with opportunities to mentor junior staff and contribute to IT documentation and projects.

Qualifications

• The candidate holds a B.S./A.D. in Computer Science, Software Engineering, or equivalent experience.
• Minimum 3 years of relevant ITHelpdesk experience.
• Experience in pharmaceutical industry and regulated environments.
• Ability to multitask in a fast-paced setting with strong attention to detail.
• Expert knowledge of Microsoft operating systems.
• Strong experience with local Active Directory and Azure.
• Ability to train end users and colleagues.
• Experience with Apple iOS systems.
• Proficient in Office 365 administration.
• Creative problem solving for incidents/requests.
• Root-cause analysis for incidents.
• Hardware/software installation, configuration, upgrading, troubleshooting.
• Experience with enterprise Anti-Virus technologies.
• Change management and goal setting collaboration.
• Software distribution tooling for Windows apps.
• Experience with Mobile Device Management in enterprises.
• Networking basics: TCP/IP, DNS, DHCP, VPN, routers, switches.
• Security/compliance procedures awareness.
• Time management and scheduling skills for deadlines.
• Willingness to learn new technologies.
• Strong customer service ethos.
• Excellent written and verbal communication.
• Advanced Office 365 Admin Center & AzureAD skills with Exchange Online focus.
• Project management experience.
• ServiceNow experience a plus.

Responsibilities

• Provide desk-side and SME IT support for employees in office, lab and clinical settings.
• Troubleshoot end-user, lab IT and VoIP issues per SOPs.
• Recommend and test cost-effective IT improvements.
• Drive IT projects with the Sr. IT Helpdesk Manager.
• Create corrective steps to reduce incidents and ticket volume.
• Manage incidents/requests in ITSM and meet SLAs.
• Manage Exchange Online mailboxes, groups, calendars.
• Collaborate with internal teams to improve processes.
• Partner with vendors to deploy new apps and services.
• Act as SME for key technologies in projects.
• Contribute to IT documentation and knowledge base.
• Assist users with activating/troubleshooting company devices.
• Coordinate with IT teams for mission-critical issues.
• Operate imaging, packaging and config of applications.
• Support AV for conference rooms and train staff on usage.
• Identify, evaluate and implement customer support best practices.
• Carry company-issued mobile device.
• Lead testing/configuration/installation/repair of IT equipment.
• Configure/maintain AD, Azure, Office 365 and VoIP accounts.
• Provide training/mentorship to new IT Helpdesk staff.
• Decommission hardware and manage printer networks.
• Make material decisions with minimal supervision.

Skills

IT Helpdesk

Customer service

Training & mentoring

Time management

Problem solving

Communication

Education

B.S. or A.D. in Computer Science / Software Engineering

Tools

Office 365 Admin Center

AzureAD

Exchange Online

Active Directory

ServiceNow

Job description

About the Department

The Finance & Operations department brings insights and intelligence to inform decision making & drives digitalization and business solutions to attain NNI goals. Finance & Operations works closely across the organization to guide enterprise-wide resource allocations, investment choices, drive core operations and develop insights to drive growth and operational excellence across the value chain while innovating for future capabilities. Our focus on innovation ensures we're constantly building future capabilities. We're responsible for regulating accounting, upholding workplace safety, managing our supply chain and sampling, supporting technological and data innovation, maintaining our facilities and assuring the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a career in a global business environment. We encourage our employees to make the most of their talent, and we reward hard work and dedication with opportunities for continuous learning and personal development. Are you ready to maximize your potential with us?

The Position

This high-visibility and high customer-touch role will be responsible for escalated incidents, requests from the IT Helpdesk, assisting our Executive Team and end users in multiple locations. Improve and create new IT processes to help streamline the business and elevate incidents to specialized support as required.

Relationships

Reports to the Senior Helpdesk Manager, Information Technology.

Essential Functions

• Provide desk-side and subject matter expert support for IT related services for employees in an office, clinical & research laboratory setting
• Support and troubleshoot system and network issues related to end-user, laboratory IT and VoIP equipment, according to standard operating procedures
• Recommend and test cost effective technical system improvements
• Drive IT projects and deliverables with the help of the Sr. IT Helpdesk Manager
• Proactively create corrective and mitigating steps to reduce future incidents and ticket volume
• Use an ITSM to manage all incidents and requests to ensure that work is completed to the customers satisfaction in a timely manner and according to the Service Level Agreements (SLAs)
• Manage Exchange Online including mailboxes, distribution groups, calendars
• Collaborate with internal departments to improve/create processes
• Work with internal departments and external vendors to implement new applications, services to end users
• Participate in projects and act as a Subject Matter Expert for key technologies
• Contribute internal IT documentation and create technical bulletins to expand the knowledge base for handling support issues
• Assist users with activating and troubleshooting company-owned mobile devices
• Work directly with IT support teams for mission critical issues and adhere to department escalation policy
• Operate desktop imaging solution, application packaging and configuration settings
• Responsible for supporting audio and visual equipment for conference rooms and educating employees in its use
• Identify, evaluate, promote and implement customer support best practices
• Carrying a company issued mobile phone is required
• In partnership with other team members, lead the testing, configuration, installation and repair of IT related equipment
• Assist in configuring and maintaining Active Directory, Azure, Office 365 and VoIP accounts
• Provide training and mentorship to new IT Helpdesk Technicians
• Decommission hardware
• Configure and troubleshoot network printers
• Able to make some material decisions without consulting manager
• Participate in weekend on-call rotation on an as needed basis

Physical Requirements

0-10% overnight travel required; Driver must maintain a valid driver’s license. Must be in good standing by not exceeding the Novo Nordisk points threshold assigned based on review of Motor Vehicle Records.; Must be able to bend, stoop lift, push/pull and move heavy packages and record storage boxes weighing up to 50 lbs/ stand and walk continuously over an extended period of time.

Qualifications

• A B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience.
• A minimum of 3 years of relevant experience.
• Experience with working in the pharmaceutical industry and regulated environments
• Ability to handle multiple tasks in a fast-paced environment with strong attention to detail
• Expert knowledge of Microsoft Operating systems
• Strong experience working with local Active Directory and Azure
• Ability to present formal and informal training and assistance to end users
• Apple iOS Systems
• Working knowledge of the administration of Microsoft Office 365 application suite
• Ability to find creative and “out-of-the-box” solutions to incidents and requests
• Ability to provide clear and logical thought processes to identify root causes of incidents
• Expert knowledge in the installation, configuration, upgrading, and troubleshooting hardware and software components
• Experience working with enterprise Anti-Virus technologies
• Able to work with people to establish goals, objectives, and change management plans
• Experience in installing and configuring Windows based applications using a software distribution tool
• Experience in working with enterprise Mobile Device Management technologies
• Working knowledge and understanding of network technologies such as TCP/IP, DNS, DHCP, VPN, routers, and switches
• Ability to understand and adhere to systems security and control procedures in accordance with departmental, and corporate standards
• Demonstrated skills in time management, scheduling, and task prioritization to meet deadlines and goals
• Desire to learn new technologies
• Outstanding customer service provider
• Exceptional interpersonal skills for written, and face to face communications
• Advanced experience within the Office 365 Admin Center and AzureAD with an emphasis in Exchange Online Administration and troubleshooting
• Demonstrated project management skills
• ServiceNow experience a plus

The base compensation range for this position is $70,400 to $123,200. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance.

Novo Nordisk offers long-term incentive compensation and/or company vehicles depending on the position's level or other company factors.

• medical, dental and vision coverage
• life insurance
• disability insurance
• 401(k) savings plan
• flexible spending accounts
• employee assistance program
• tuition reimbursement program
• voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance
• the Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and defeating diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.