IT Analyst

Maynepharma; Raleigh (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Mayne Pharma is seeking an IT Helpdesk Specialist to install and maintain computer hardware/software, manage Active Directory and Exchange, and support VOIP and mobile devices. This role includes troubleshooting end-user issues and providing staff training as needed.

The candidate will support a wide range of technologies, deliver documentation, and assist executive leadership. On-site Raleigh, NC experience preferred with strong customer service skills.

Qualifications

• Associate or Bachelor’s degree in MIS or Computer Science is preferred.
• High school diploma with at least two years IT experience acceptable in lieu of a degree.

Responsibilities

• Resolve end user issues and requests in a timely manner; diffuse stressful customer situations and oversee escalation and resolution of issues.
• Troubleshoot and resolve user desktop issues (hardware / software / access / security / business applications).
• Support a wide range of technologies including PCs, laptops, servers, printers, network equipment, telephone system, cellular, copiers, wireless, and A/V equipment.
• Basic Active Directory knowledge; create user accounts, reset passwords, create groups etc.
• Mobile device management and provisioning knowledge
• Publish support documentation to assist staff with requests for information & provide staff training if required
• Discuss, diagnose, and correct hardware/software/networking problems with end users
• Perform needs analysis in conjunction with laboratory or office personnel with respect to hardware and software
• Ability to present and deliver IT training material
• Comfortable supporting Executive Leadership and Board Members

Skills

Customer Service

Troubleshooting

Technical Learning

Problem Solving

Attention to Detail

Conflict Resolution

Customer Focus & Service

Resilience

Education

Associate or Bachelor’s degree in MIS or Computer Science

High school diploma or equivalent with IT experience

Tools

Active Directory

MS Office

Exchange

VOIP

Mobile Device Management

Helpdesk Software

Job description

Position Overview

This position is responsible for computer hardware and software installation and maintenance, Ethernet networking connectivity and troubleshooting, Active Directory support, MS office, Exchange, VOIP, Mobile device support and Helpdesk support.

Key Responsibilities Areas

• Customer Service: Resolve end user issues and requests in a timely manner; diffuse stressful customer situations and oversee escalation and resolution of issues
• Troubleshooting: Troubleshoot and resolve user desktop issues (hardware / software / access / security / business applications)

Specific Responsibilities

Responsibilities include, but are not limited to:

• Support a wide range of technologies including PCs, laptops, servers, printers, network equipment, telephone system, cellular, copiers, wireless, and A/V equipment
• Basic Active Directory knowledge; create user accounts, reset passwords, create groups etc.
• Mobile device management and provisioning knowledge
• Publish support documentation to assist staff with requests for information & provide staff training if required
• Discuss, diagnose, and correct hardware/software/networking problems with end users
• Perform needs analysis in conjunction with laboratory or office personnel with respect to hardware and software
• Ability to present and deliver IT training material
• Comfortable supporting Executive Leadership and Board Members

Key Competencies/Requirements

• Attention to Detail: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
• Conflict Resolution: Bring substantial conflicts and disagreements into the open and attempt to manage them collaboratively, building consensus, keeping the best interests of the organization in mind, not only one's own interest.
• Customer Focus & Service: Treats the needs of clients and patients as a priority. Works to develop and communicate solutions that meet customer needs. Listens well and is considered a subject-matter to clients and providers.
• Problem Solving: Build a logical approach to address problems or opportunities or manage the situation at hand by drawing on one’s knowledge and experience base and calling on other references and resources as necessary
• Resilience: Rebounds from setbacks and adversity when facing difficult situations; handles crisis effectively and calmly and maintains positive attitude in face of adversity.
• Technical Learning: Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.

Preferred Qualifications

• Associate or Bachelor’s degree in MIS or Computer Science
• High school diploma or equivalent with at least two years of IT experience required in lieu of degree

Physical Requirements

• Position requires the capability to occasionally lift items in excess of 20 pounds

General Statement

Mayne Pharma is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.