IT OnPoint Support Technician- Technical Pathways Program

Eli Lilly and Company; Indianapolis (IN); On-site; Full time

Job summary

A leading global healthcare company is seeking an IT Support Technician for their Workforce Productivity Services team in Indianapolis. This role involves providing technical support for Windows and Mac systems, enhancing user experience, and participating in a professional development program. Candidates should possess strong problem-solving skills and a positive attitude, with opportunities for IT certifications.

Benefits

401(k)

Pension

Vacation Benefits

Medical Benefits

Dental Benefits

Vision Benefits

Life Insurance

Employee Assistance Program

Qualifications

• Working knowledge in set-up, configuration, and use of computer hardware and software.
• Certifications as IT Technician will be an advantage.

Responsibilities

• Address computer issues and improve productivity through proactive identification of hardware issues.
• Work in walk-up support kiosks and assist with new hire onboarding.

Skills

Customer Service

Problem Solving

Technical Communication

Education

High School Diploma/GED

Tools

O365

Windows

Mac

Job description

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Use your Windows/Mac expertise to solve challenging problems.

The Workforce Productivity Services team is looking for an IT Support Technician with expertise in Windows and Macs. Are you a self-starter who has a passion for finding technical solutions to improve productivity? Are you determined to deliver impactful, secure IT solutions? If so, please apply.

What You’ll Be Doing
The Technical Pathway Program is a 13-18 month intensive fixed duration (FDE) professional development program during which the apprentice receives a combination of formal training, on-the-job learning, and mentoring in a key functional area to be equipped to compete for a Lilly position after successful completion of the apprenticeship.Tech@Lilly Technical Pathways apprentices will complete IT certifications relevant to the job they are apprenticing in, that is paid for by Lilly, as part of their participation in the Technical Pathways Apprenticeship Program.

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 kiosks, aka IT On Point, on a rotating schedule. IT 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% onsite 5 days a week. You will be rotating between our 3 Indianapolis sites (Corporate, Lilly Technology Center-North and Lilly Technology Center-South)

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 will enable you to return users to productivity.
• You will bring your technical and customer experience to troubleshoot and correct 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.
• You will embrace training and learning opportunities to raise your skills that will allow you to compete for possible future roles

What You Should Bring

• Working knowledge in the set-up, configuration, and use of computer hardware, software, and network including internet security and data privacy principles
• A “can do, positive” attitude and the ability to work well individually or as part of a team
• 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
• Basic understanding of multiple operating systems (Windows, Mac, iOS)
• Certifications as IT Technician will be an advantage (e.g., Microsoft Certified IT Professional)

Your Basic Qualifications

• High School Diploma/GED
• Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position.

Additional Preferences

• Completed Apple Certifications: CompTIA A+ and Apple Certified Support Professional
• Completed Microsoft 365 Fundamentals Certification
• Previous Help desk experience
• Previous Customer Service experience

About the Organization
The Global Information and Services IT 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 Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is

$14.61 - $40.87

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).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

#WeAreLilly