IT Service Desk Technician

O2 Technologies,Inc; Cambridge (MA); On-site; USD 58,000 - 72,000; Full time

Job summary

Servier Pharmaceuticals in Boston, MA is seeking an IT Service Desk Technician to ensure reliable access to technology and support daily operations. You will resolve incidents, assist users, and maintain hardware and software, including migrations and service deployments.

The role involves 12pm–8pm EST hours and periodic travel for site coverage. The ideal candidate has a bachelor’s degree in a related field, strong MS 365 experience, Jira ITSM usage, and excellent communication and

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proficiency in supporting Microsoft 365, including SharePoint, Outlook, Teams, Word, and PowerPoint.
• Excellent communication skills with ability to explain technical concepts to non-technical stakeholders.
• Experience troubleshooting hardware, software, and network issues.
• Experience using Jira IT service management to track and manage requests.
• Strong documentation skills to maintain records of support activities and KB articles.

Responsibilities

• Deploy and maintain software and hardware necessary to deliver IT services.
• Investigate and resolve hardware, software, and network problems reported by users.
• Assist users via phone, email, or in person to provide technical support.
• Provide stakeholder training on the utilization of new IT services.
• Conduct regular maintenance tasks such as updates, backups, and patches.
• Identify support trends and opportunities for process improvements.
• Deliver refresher trainings to maximize productivity.
• Maintain accurate inventory of IT assets and licenses.
• Collaborate with vendors to ensure SLAs and service continuity.

Skills

MS 365

Customer service

Communication

Troubleshooting

Jira ITSM

Time management

Active Directory

Remote support

Education

Bachelor's degree in CS/IT/IS

Tools

Jira ITSM

Active Directory

Remote Desktop

Job description

About The Role

About The Role

Role Summary

The IT service desk technician at Servier Pharmaceuticals plays an integral role to ensure that technology resources are available and functioning effectively to support the organization's operations. The IT service desk technician will be actively involved in the daily operations of the IT support team. Daily operations will entail coordination and execution of technical support services for Servier’s IT systems including incident and request response and resolution. These activities include responding to stakeholder problems for both software and hardware applications, as well as performing installations, modifications and repairs on personal computers, peripheral devices, and software. Other daily activities include tracking hardware and software inventory and providing stakeholder training on the use of standard software. Project related work will entail a wide variety of activities including hardware and software migrations, deployment of new services, as well as periodically supporting meeting functions.

Primary Responsibilities

• Deploy and maintain software and hardware related components necessary to deliver IT services
• Investigate and resolve hardware, software, and network problems reported by users
• Assist users via phone, email, or in person to provide technical support and guidance
• Training stakeholders on the utilization of new IT services
• Conducting regular maintenance tasks such as software updates, system backups, and security patches
• Identify support trends, common issues, and recommendations for improvement.
• Deliver periodic refresher trainings on user-relevant topics to proactively maximize productivity
• Maintain an accurate inventory of infrastructure components, end user hardware and software.
• Collaborate with managed service vendors ensuring adherence to service level agreements and service continuity
• Other duties as required or directed by the Manager

RequirementsEducation and Required Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proficiency in supporting Microsoft 0365, including but not limited to SharePoint, Outlook, Teams, Word, and PowerPoint
• Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
• Proficiency in troubleshooting and resolving hardware, software, and network issues.
• Excellent customer service orientation, with the ability to empathize, communicate clearly, and resolve issues promptly and professionally.
• Experience in using Jira IT service management ticketing systems to track and manage support requests efficiently.
• Strong documentation skills to maintain accurate records of support activities, resolutions, and knowledge base articles.
• Collaborative and cooperative mindset, capable of working effectively with other IT support team members.
• Strong experience managing individual time and workload Travel and Location
• Travel may be required 3-4 times per year
• Work location; Onsite in our Boston Seaport office
• Working hours; 12pm – 8pm EST

Key Responsibilities & Skills

• Technical Support & Incident Management
• Hardware & Software Troubleshooting
• Software & Hardware Deployment
• User Training & Adoption
• Inventory Management of IT Assets
• Vendor Management & SLA Coordination
• System Maintenance (Updates, Backups, Patching)
• Stakeholder Communication & Documentation

Technical Skills

• Microsoft O365 (SharePoint / Outlook / Teams / Word / PowerPoint)
• Windows Desktop OS
• Active Directory
• Jira IT Service Management (Ticketing)
• Remote Desktop Tools
• Hardware Diagnostics (PC / Peripherals)
• Network Connectivity Troubleshooting
• Backup Solutions
• Security Patch Management
• Phone / Email Support

Education

Bachelor's Degree in Computer Science, Information Technology, Information Systems, Computer Engineering. Preferred: Master's in Information Technology, Master's in Computer Science, MBA (Technology Management).

Industry Experience

• Pharmaceutical / Biotechnology
• Healthcare IT
• Life Sciences
• Hospital Systems
• Clinical Research IT

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