Help Desk / IT Support Analyst

DataNet IT; Boulder (CO); On-site; USD 65,000 - 90,000; Full time

Job summary

DataNet IT in Boulder, CO is seeking a Help Desk/ IT Support Analyst to provide hands-on IT and end-user support in a biopharmaceutical environment. You will focus on desktop, application, Microsoft 365, and mobile device support, with exposure to lab and IT infrastructure systems.

Responsibilities include handling incidents via ITSM, supporting AD/Azure/Exchange/Windows, and mentoring new technicians. On-site, occasional training and weekend on-call may be required.

Qualifications

• 3+ years of IT/application support experience.
• Strong PC/Desktop and mobile device support.
• Strong Microsoft 365 support and troubleshooting skills.
• Experience with Active Directory, Azure, Exchange Online, and Windows.
• Pharmaceutical/biotech/regulatory environment preferred.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Associate's or Bachelor's degree in Computer Science, IT, or equivalent experience.

Responsibilities

• Provide desk-side and end-user support for hardware, software, network, VoIP, and mobile devices.
• Troubleshoot and support Microsoft 365, Exchange Online, Active Directory, Azure, and Windows environments.
• Configure and troubleshoot company-owned iOS/mobile devices and enterprise applications.
• Manage incidents and service requests through an ITSM/ticketing system, meeting SLAs.
• Support conference room AV equipment, printers, desktop imaging, application deployment, and hardware installations.
• Assist with IT projects, application implementations, equipment decommissioning, and process improvements.
• Create and maintain IT documentation and knowledge-base materials.
• Work with internal IT teams and external vendors to resolve issues and implement solutions.
• Provide training and mentoring to end users and new helpdesk technicians.
• Participate in an occasional weekend on-call rotation.

Skills

PC/Desktop support

Mobile device support

Microsoft 365

AD/Azure/Exchange/Windows

Education

Associate's or Bachelor's degree in CS/IT

Tools

MDM

Automox

SmartDeploy

FreshService

Trellix

Job description

Location: Boulder, CO — 4949 Pearl East Circle, Suite 100

Schedule: Monday–Friday, 9:00 AM–5:00 PM

Work Arrangement: 100% onsite, 5 days/week

Position Overview

We are seeking an Help Desk/ IT Support Analyst to provide hands-on IT and end-user support in a biopharmaceutical environment . This role will primarily focus on desktop, application, Microsoft 365, and mobile device support, with some exposure to laboratory and IT infrastructure systems.

Key Responsibilities

• Provide desk-side and end-user support for hardware, software, network, VoIP, and mobile devices.
  
• Troubleshoot and support Microsoft 365, Exchange Online, Active Directory, Azure, and Windows environments.
  
• Configure and troubleshoot company-owned iOS/mobile devices and enterprise applications.
  
• Manage incidents and service requests through an ITSM/ticketing system , meeting SLAs.
  
• Support conference room AV equipment, printers, desktop imaging, application deployment, and hardware installations.
  
• Assist with IT projects, application implementations, equipment decommissioning, and process improvements.
  
• Create and maintain IT documentation and knowledge-base materials.
  
• Work with internal IT teams and external vendors to resolve issues and implement solutions.
  
• Provide training and mentoring to end users and new helpdesk technicians.
  
• Participate in an occasional weekend on-call rotation.
  

Required Qualifications

• 3+ years of relevant IT/application support experience.
  
• Strong PC/desktop and mobile device support experience.
  
• Strong Microsoft 365 support and troubleshooting skills.
  
• Experience with Active Directory, Azure, Exchange Online, and Windows .
  
• Experience working in a pharmaceutical, biotechnology, healthcare, or other regulated environment strongly preferred.
  
• Excellent troubleshooting, communication, customer service, and problem-solving skills.
  
• Ability to work independently and manage multiple priorities in a fast-paced environment.
  
• Associate's or Bachelor's degree in Computer Science, IT, or equivalent experience.
  

Preferred: Experience with MDM, Automox, SmartDeploy, FreshService, Trellix, software deployment tools, and basic TCP/IP, DNS, DHCP, VPN, and networking