Associate - Support Services

100 Eli Lilly and Company; Indianapolis (IN); On-site; USD 65,000 - 152,000; Full time

Job summary

Lilly is seeking an IT Analyst to join the Unified Site Support team in Indianapolis, delivering 100% on-site support across five sites. You’ll troubleshoot hardware, software, and network issues, with a focus on Windows, Mac, and iOS devices, while ensuring security standards and user experience.

You’ll interact with customers directly, rotate through Tech On Point sites, and participate in on-call coverage after hours. High school diploma and IT experience required.

Qualifications

• Expert knowledge of setup, configuration, and use of computer hardware, software, and network including security and privacy principles.
• Proficient in troubleshooting end-user devices and enterprise apps (especially O365).
• Able to translate technical content for non-technical users and collaborate with Infrastructure teams.

Responsibilities

• Technicians will be the face of IT, addressing computer issues directly with Lilly resources.
• Identify and remediate hardware issues to improve productivity and ensure security standards.
• Work on-site 5 days a week with rotating Tech On Point responsibilities and after-hours on-call support.

Skills

Hardware & Software setup

End user support

O365 expertise

Security & privacy

Windows & Mac OS

Communication skills

Education

High School Diploma/GED

Bachelor’s IT degree

Tools

Microsoft 365

Apple Certifications / ACP

Microsoft 365 Fundamentals

Job description

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work- it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. Use your Windows/Mac/iOS expertise to solve challenging problems. Lilly is looking for an IT Analyst with expertise in Windows and Macs. Are you a self-starter who has a passion for finding technical solutions to improve productivity while also delivering world class customer service? Are you determined to deliver impactful, secure IT solutions while providing superior user experience?

What You’ll Be Doing

Technicians will be the "face of IT", working directly with Lilly resources to address computer issues, questions and concerns. Technicians will proactively work with customers to create world class digital user experience. Work will focus on improving productivity through proactive identification/remediation of potential hardware issues, leveraging data analytics to determine areas of focus, and proactively ensure devices meet security standards (patches, driver updates, supported app levels, etc.). Some on call after hours may be required. In addition, technicians will work in our walk-up support sites, aka Tech On Point, on a rotating schedule. Tech On Point technicians are the primary point of contact for hardware, operating systems, and enterprise applications, new hire onboarding, accessory assistance and users' adoption of new and upcoming IT initiatives and services. This role is 100% on-site 5 days a week with hours from 7:30 am -4:30 pm EST. You will be rotating between our 5 Indianapolis sites.

How You Will Succeed

As a key contributor to this team, you will bring your high learning agility and end user/customer service skills to understand the critical business processes that enable productivity through technology. You will bring your technical and customer experience to troubleshoot technical issues when they arise. With your curiosity of all things technical and willingness to drive change, you will work with peers and customers to improve the digital user experience across Lilly.

What You Should Bring

• Expert knowledge in the set-up, configuration, and use of computer hardware, software, and network including internet security and data privacy principles
• Diagnostic and problem-solving skills with focus on end point devices, peripherals, and advanced knowledge of all O365 (Word, Excel, Outlook, PowerPoint, Azure, SharePoint, Teams etc.)
• Excellent technical and non-technical communication skills required: ability to partner with other Infrastructure teams to troubleshoot technical issues; must be able to translate technical content for non-technical customers
• Advanced understanding of multiple operating systems (Windows, Mac, iOS)
• Certification as IT Technician will be an advantage (e.g., Microsoft Certified IT Professional)

Your Basic Qualifications

High School Diploma/GED Plus 6 years of experience in similar roles Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1.

Additional Preferences

• Bachelor’s Degree in Information Technology or related field
• Completed Apple Certifications: CompTIA A+ and Apple Certified Support Professional
• Completed Microsoft 365 Fundamentals Certification
• Previous Help desk experience
• Previous Customer Service experience
• Some domestic travel may be required.
• < 10%

About the Organization

The Unified Site Support team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy. Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions.

If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response. Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $64,500 - $151,800 Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance).

In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).

#WeAreLilly

At Lilly we strive to ensure our employees are part of a team that cares about them and our shared purpose of making life better for those around the world. How do we do this? We continue to look for ways to include, innovate, accelerate and deliver while maintaining integrity, excellence and respect for people. We hope that you seek to join us on our journey as we create medicine and deliver improved outcomes for patients across the globe!