IT Helpdesk Specialist: End-User & Systems Support

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

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.