IT Help Desk Specialist II

Teva Pharmaceuticals; Florida; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Comprehensive Health Insurance

401(k) with employer match

Paid Time Off

Life and Disability Insurance

Employee Stock Purchase Plan

Tuition Assistance

Flexible Spending Accounts

Health Savings Account

Parental Leave

Job summary

Teva Pharmaceuticals is seeking a Service Desk Technician in Florida to provide Level 1 & 2 IT support for North America. You will be the first contact for technical help via phone, email, or chat, diagnose issues, escalate when needed, and document the resolution.

Strong communication and customer service are essential. The role requires 3+ years in a help desk, an Associate degree or equivalent, and familiarity with ServiceNow, Active Directory, and Microsoft Office.

Qualifications

• Minimum 3 years in a support technician or help desk role.
• Associates degree or equivalent experience.
• Preferred ITIL Foundation & COMPTIA A+.

Responsibilities

• Provide Level 1 & 2 Help Desk/IT support to clients across North America as well as company employees.
• First point of contact for customers and employees seeking technical assistance over phone, email or chat.
• Diagnose and resolve technical issues and escalate when required to appropriate IT staff.
• Record, track and document service desk requests and actions through to resolution.
• Assist clients using remote administration tools and maintain professional communication.
• Deliver exceptional customer service and exceed customer expectations.

Skills

3+ years experience

Excellent communication

Analytical skills

Independent worker

Team player

Customer service

Problem solving

ServiceNow experience

Microsoft Office & Windows

Active Directory

Remote administration tools

Ability to work varied shifts

Education

Associates degree or equivalent experience

Tools

ServiceNow

Active Directory

Microsoft Office

Windows

Job description

We Are Teva

We’re Teva, a leading innovative biopharmaceutical company, enabled by a world-class generics business. Whether it’s innovating in the fields of neuroscience and immunology or delivering high-quality medicine worldwide, we’re dedicated to addressing patients’ needs now and in the future. Here, you will be part of a high-performing, inclusive culture that values fresh thinking and collaboration. You'll have the room to grow, the flexibility to balance life with work, and the opportunity to better health worldwide, together.

We Are Teva

We’re Teva, a leading innovative biopharmaceutical company, enabled by a world-class generics business. Whether it’s innovating in the fields of neuroscience and immunology or delivering high-quality medicine worldwide, we’re dedicated to addressing patients’ needs now and in the future. Here, you will have the opportunity to grow your career, contribute to meaningful work, and be part of an inclusive culture where collaboration and purpose come together in support of better health.

Founded in 1992, Anda Inc. is an independent, wholly owned subsidiary of Teva Pharmaceutical Industries Ltd. As the 4th largest pharmaceutical wholesaler, we play an important role in the healthcare supply chain by providing distribution services across a broad portfolio of products throughout the United States, Puerto Rico, and the U.S. Virgin Islands.

At Anda, you will be part of a collaborative, high performing team focused on supporting our customers and the patients they serve. We value fresh thinking, shared accountability, and a commitment to doing what’s right for our customers and communities. Here, you will have the opportunity to grow your career, contribute to meaningful work, and be part of an inclusive culture where collaboration and purpose come together in support of better health.

Our Team, Your Impact

The Service Desk Technician is responsible for managing incoming helpdesk requests and calls from our customers and employees. Candidates must be capable of investigating and resolving issues, and routing problems if necessary. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

How You’ll Spend Your Day

All areas of responsibility listed below are essential to the satisfactory performance of this position by any incumbents with reasonable accommodation if necessary. Any non-essential functions are assumed to be included in other related duties or assignments.

• Provide Level 1 & 2 Help Desk/IT support to clients across North America as well as company employees
• Serves as the first point of contact for customers and employees seeking technical assistance over the phone, email or chat
• Diagnoses and resolves technical issues
• Escalate problems (when required) to the Service Desk Supervisor, Manager, applicable IT representative or company representative
• Record, track and document the service desk request problem-solving process, and actions taken, through to final resolution
• Assists clients using remote administration tools
• Utilize excellent customer service skills and exceed customers’ expectations

Your Skills And Experience

Any equivalent combination of education, training and/or experience that fulfills the requirements of the position will be considered.

Education/Certification/Experience

• Minimum 3 years’ experience in a support technician or help desk role
• Associates degree or equivalent experience
• Preferred ITIL Foundation & COMPTIA A+

Skills/Knowledge/Abilities

• Excellent verbal and written communication skills
• Exceptional analytical and problem-solving skills
• Ability to work independently and as a member of the IT team
• Service Now experience
• Knowledge of current software, including Microsoft Office & Windows products
• Preferred knowledge of TPS application and Service Now Incident Management System
• Understanding of Active Directory
• Ability to work varied shifts, after hours and or weekends when needed
• Self-Motivated Team player
• Knowledge of PC network and internet connectivity
• Demonstrates sound judgement, patience, and maintains a professional demeanor at all times
• Detail oriented, organizational skills and the ability to prioritize

Travel Requirements

No Travel Required

Occasional

PHYSICAL REQUIREMENTS:

Visual Acuity

Perform activities such as computer work.

How We’ll Take Care Of You

• Comprehensive Health Insurance: Medical, Dental, Vision, and Prescription coverage starting on the first day of employment, providing the employee enrolls.
• Retirement Savings: 401(k) with employer match, up to 6% and an annual 3.75% Defined Contribution to the 401k plan.
• Time Off: Paid Time Off including vacation, sick/safe time, caretaker time and holidays.
• Life and Disability Protection: Company paid Life and Disability insurance.
• Additional benefits include, but are not limited to, Employee Assistance Program, Employee Stock Purchase Plan, Tuition Assistance, Flexible Spending Accounts, Health Savings Account, Life Style Spending Account, Volunteer Time Off, Paid Parental Leave, if eligible , Family Building Benefits, Virtual Physical Therapy, Accident, Critical Illness and Hospital Indemnity Insurances, Identity Theft Protection, Legal Plan, Voluntary Life Insurance and Long Term Disability and more.

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, genetic information, marital status, sexual orientation, gender identity or expression, ancestry, national or ethnic origin, citizenship status, military status or status as a disabled or protected veteran, or any legally recognized status entitled to protection under applicable federal, state, or local laws.

Please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience. Request a reasonable accommodation by sending an email to [e-mail] with the nature of your request and your contact information. Only inquiries concerning a request for a reasonable accommodation will be responded to from this email address.