Life Sciences Service Desk Analyst (First-Line Support)

Creo Inc; Durham (NC); Sur place; USD 42 000 - 54 000; Plein temps

Résumé du poste

Creo Inc. is seeking a capable IT support specialist to deliver first‑level service desk support for Life Sciences clients. You will handle phones, chat, and emails, triage tickets, and ensure timely resolution across OS and common applications.

The role emphasizes clear communication, a proactive attitude, and the ability to work independently within a team. Prior Help Desk experience and familiarity with Microsoft 365 are highly valued.

Qualifications

• : 1–2 years of experience in a support role.
• : Excellent customer service skills.
• : Bachelor’s Degree required.
• : Excellent verbal and written communication skills.
• : Experience with Microsoft 365.
• : Ability to work independently and as part of a team.
• : Ability to troubleshoot hardware and software problems.
• : Industry-recognized Help Desk Certification and/or help desk environment experience a plus.
• : A+ or Network+ certification preferred.
• : Experience in Life Sciences or Healthcare preferred.
• : Mac OS support preferred.

Responsabilités

• Receives incoming support requests via phone, chat and email.
• Triage and create tickets in the ticketing system.
• Monitor and follow up on tickets in the service desk queue.
• Monitor and follow up on requests in the email queue.
• Provide resolution and assistance for standard operating system issues.
• Provide resolution and assistance to standard supported applications: Microsoft 365, SharePoint, Chrome, Edge, and a variety of other supported applications and systems.
• Provide typical Level 1 support on ticket types including; password resets, printer mapping, file share mapping, calendar and email support, software updates and installations, user provisioning and similar support items.
• Assign tickets for escalation or resolution related IT groups.

Connaissances

Customer service

Verbal communication

Written communication

Microsoft 365

Teamwork

Troubleshooting

Hardware & software support

Help desk cert

A+/Network+

Life Sciences experience

Mac OS support

Formation

Bachelor’s degree

Outils

Microsoft 365

Mac OS

Description du poste

Creo Inc. is seeking a capable IT support specialist to deliver first‑level service desk support for Life Sciences clients. You will handle phones, chat, and emails, triage tickets, and ensure timely resolution across OS and common applications.

The role emphasizes clear communication, a proactive attitude, and the ability to work independently within a team. Prior Help Desk experience and familiarity with Microsoft 365 are highly valued.