Serán BioScience is looking for a Helpdesk Administrator to join the Information Technology team. The primary responsibility of this role is to guide IT end user solutions. To achieve this goal, the Helpdesk Administrator will oversee the day-to-day helpdesk solutions in regard to new hire onboarding, system imaging, system deployment, patch management and act as the first point of contact for all business computers and users. As a member of the IT Department, this position provides solutions and user training for computer systems and software, while installs and troubleshoots hardware and software for diverse applications. The ideal candidate will have fundamental helpdesk experience with ambition to gain new skills within the role with a customer service focus and collaborative team spirit.
Duties and Responsibilities
- Manages helpdesk ticketing and IT support workflow
- Manages IT inventory and supplies
- Deploys, manages, and supports IT solutions
- Helps define end user hardware strategy and processes
- Collaborates with IT support contractors
- Administers hardware and software installation and configuration for client workstations (supporting servers, and network infrastructure rollouts and upgrades)
- Supports end users and systems
- Performs user administration
- Accurately follows IT and regulatory standard operating procedures as required
- Demonstrates cross-functional support capabilities with other IT department functions
- Adheres to consistent and predictable in-person attendance
- Responsibilities may increase in scope to align with company initiatives
- Performs other related duties as assigned
Required Skills and Abilities
- Windows Server and Active Directory configuration and administration
- Administration of Microsoft Exchange, SharePoint, and related Microsoft 365 services
- Firm grasp of IT infrastructure and operations best practices
- Excellent working knowledge of desktop computer systems, printers, conference room equipment and mobile devices
- Working knowledge of virtual servers, network and data storage systems
- Ability to understand and adhere to IT and pharmaceutical (GMP) industry regulations
- Excellent interpersonal and customer service skills
- Strong analytical and problem-solving skills
- Ability to prioritize tasks
- Ability to learn and adapt to new IT-related technologies
- Communicates effectively and maintains productive relationships with coworkers, clients, and other contacts outside the company
- Demonstrated ability to collaborate and work in cross-functional teams.
- Strong time management skills with a proven ability to meet deadlines with minimal supervision.
- Multitasks and adjusts priorities in a fast-paced environment, while maintaining focus and managing disruption and/or unexpected needs.
- Accepts feedback from a variety of sources and constructively manages conflict.
Education and Experience
- Associate’s degree in Information Technology, Computer Science, Information Systems, or related field, or equivalent IT-industry certification and/or experience
- Minimum two years helpdesk related experience required
Physical Requirements
- Prolonged periods of sitting or standing at a desk and working on a computer
- Must be able to lift 15 pounds routinely, with the ability to lift up to 30 pounds occasionally
- Ability to walk between multiple facilities
- Must be able to access equipment that requires crouching, bending, reaching overhead and climbing a ladder