SK Life Science, Inc. · 9 hours ago
IT Helpdesk Analyst
Paramus, NJ
Full-time
Onsite
Entry, Mid Level
2+ years expSK Life Science, Inc. is seeking an Onsite IT Helpdesk Analyst responsible for providing comprehensive technical support to end-users within the organization. The role involves troubleshooting hardware and software issues, managing helpdesk tickets, and facilitating onboarding and offboarding processes for employees and contractors.
BiotechnologyPharmaceutical
Responsibilities
Manage and maintain IT assets, including laptops, iPads, and accessories (monitors, keyboards, mice, etc.)
Oversee software licenses for various applications utilized within the organization
Conduct regular audits of IT assets to ensure compliance and proper utilization throughout their lifecycle, from procurement to destruction
Prepare and configure devices (laptops, mobile phones, iPads) for new hires and existing employees, ensuring all necessary software and settings are installed and operational
Ensure devices are ready for use, including performing updates, installing required applications, and conducting quality checks
Provide technical training and support to end-users on IT systems, applications, and best practices to enhance user proficiency and satisfaction
Develop training materials and documentation to assist users in navigating IT resources effectively
Implement enhancements, bug fixes, and configuration changes to IT systems
Perform impact assessments, development, testing, and communication of changes
Coordinate the migration of changes to production environments while minimizing disruption
Handle Severity 1, 2, and VIP incidents, ensuring timely resolution and communication
Monitor and track helpdesk Service Level Agreements (SLAs) to ensure compliance
Conduct root cause analysis for recurring issues and recommend preventive measures
Facilitate the onboarding process for new employees, contractors, and guest accounts, ensuring all necessary IT equipment and access are provided
Manage the offboarding process, including the retrieval of IT assets and revocation of access rights
Provide technical support for conference room equipment, including audio-visual systems, video conferencing tools, and presentation devices
Ensure that all conference room technology is operational and ready for use by employees and guests
Assist users with WiFi connectivity issues, ensuring reliable internet access across the office locations
Collaborate with network teams to troubleshoot and resolve WiFi-related problems
Maintain and monitor network equipment, ensuring optimal performance and reliability
Work closely with vendors to manage network infrastructure and resolve any issues that arise
Manage helpdesk tickets efficiently, ensuring timely responses and resolutions to user requests
Provide weekly reporting on helpdesk performance metrics and user satisfaction
Oversee the performance of vendor-supported IT Service Desk staff, providing guidance and ensuring adherence to service level agreements (SLAs)
Monitor helpdesk ticket resolution processes, ensuring timely responses and escalations as necessary
Train and mentor IT Service Desk personnel, fostering a collaborative environment that promotes professional development and knowledge sharing
Collaborate with IT management to develop and implement best practices for service delivery and incident management
Qualification
Required
2+ years of experience in a helpdesk or technical support role
Proficient in troubleshooting hardware and software issues across various platforms
Preferred
Bachelor's degree in computer science, Information Technology, or a related field (preferred)
Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus
Company
SK Life Science, Inc.
SK Life Science, Inc., a U.S. subsidiary of SK Biopharmaceuticals, stands at the forefront of innovation in healthcare.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Hong-Wook Kim
Vice President & Chief Operating Officer
Christine Mapes
CMO Manager, Supply Chain
Recent News
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