26 days old

Temporary Junior Desktop Support Analyst

ACADIA Pharmaceuticals
Princeton, NJ 08540
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  • Job Code
    114674510
ACADIA Pharmaceuticals

ACADIA Pharmaceuticals is an Equal Employment Opportunity/Affirmative Action Employer: Minority/Female/Disability/Veterans/Sexual Orientation and Gender Identity

The Temporary Jr. Desktop Support Analyst (12 month contract) will be responsible for providing support to all ACADIA Pharmaceutical IT clients in their use of:computers, applications, and mobile devices. Supporting clients located throughout the enterprise including:home offices, offsite facilities, and our mobile work force. The Temporary Jr. Desktop Support Analyst will be responsible for resolving client device hardware and software issues and escalating when necessary.

The Temporary Jr. Desktop Support Analyst will act as a representative of the ACADIA IT Team and will be expected to: exhibit positive customer service, support local &remote meetings, determine root cause of technical problems, resolving tickets within SLAs, work as a part of a fast-paced team, and strive for excellence.

Primary Responsibilities:

  • Has primary responsibility to be the first point of contact for end-users troubleshooting desktop/laptop hardware, software, SaaS-based applications, Windows-based applications, and telephony issues via remote access, phone, walk-ups, and email support.
  • Clear and concise documentation of incidents, troubleshooting steps, and comments into an Incident Management System. Documents all support efforts in the ITSM system as per procedures (ITIL).
  • Addresses incidents and requests by performing initial assessment, triage, research, and resolution.
  • Logs and tracks incidents and requests from identification through resolution.
  • Create a positive user support experience and build strong relationships through deep problem understanding.
  • Ensure timely resolution or escalation, communicate promptly on progress, and providing customers with a professional attitude.
  • Deploys and Test computer images. Including all software and OS installs and configurations.
  • Installs, tests, and configures workstations/laptops, software, phones, and peripheral equipment.
  • Troubleshoots and repair hardware and software problems on customer computers and peripherals.
  • Assist with hardware and software asset management.
  • Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis.
  • Supports and assist with projects and company initiatives as needed.
  • Setup and Support: meetings, conferences, and events.
  • Other duties as assigned.
Education/Experience/Skills:
Minimum of 1 year of progressive experience providing desktop support in a Windows enterprise environment, using Microsoft Active Directory and Windows 7 and 10.
Must possess:
  • Excellent understanding and use of desktop/laptop technologies including Windows 7 and 10,Office 365, and mobile devices
  • Excellent customer service.
  • Excellent listening and communication
  • Proficiency in PC trouble shooting, data gathering, documentation.
  • Experience with Active Directory
  • Proven analytical and problem-solving abilities
  • Good organization skills and keen attention to detail
  • Strong written and oral skills/ Ability to present ideas in user-friendly language
  • Good understanding of computer and mobile device management tools.
  • Ability to conduct research into PC issues and products as required
  • Configuring MFP copiers and printers
  • Audio-Visual and meeting support
  • Facilities support for office equipment/furniture moves/installs

Preferred:

  • Service Desk experience
  • Work experience in an environment that follows ITIL Best Practices.
  • Good understanding of basic network support, VPN, desktop firewalls, wireless trouble shooting, and printers.
  • Good understanding of telephony technology, VOIP, and mobile device.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment. Employee requires the ability to lift and relocate with cart up to 50 lbs. as needed.


PI114674510

<b>ACADIA Pharmaceuticals</b><br/><br/>ACADIA Pharmaceuticals is an Equal Employment Opportunity/Affirmative Action Employer: Minority/Female/Disability/Veterans/Sexual Orientation and Gender Identity</em><br/><br/><p>The Temporary Jr. Desktop Support Analyst (12 month contract) will be responsible for providing support to all ACADIA Pharmaceutical IT clients in their use of:computers, applications, and mobile devices. Supporting clients located throughout the enterprise including:home offices, offsite facilities, and our mobile work force. The Temporary Jr. Desktop Support Analyst will be responsible for resolving client device hardware and software issues and escalating when necessary.</p> <p>The Temporary Jr. Desktop Support Analyst will act as a representative of the ACADIA IT Team and will be expected to: exhibit positive customer service, support local &remote meetings, determine root cause of technical problems, resolving tickets within SLAs, work as a part of a fast-paced team, and strive for excellence.</p> <p><strong><u>Primary Responsibilities:</u></strong></p> <ul> <li>Has primary responsibility to be the first point of contact for end-users troubleshooting desktop/laptop hardware, software, SaaS-based applications, Windows-based applications, and telephony issues via remote access, phone, walk-ups, and email support.</li> <li>Clear and concise documentation of incidents, troubleshooting steps, and comments into an Incident Management System. Documents all support efforts in the ITSM system as per procedures (ITIL).</li> <li>Addresses incidents and requests by performing initial assessment, triage, research, and resolution.</li> <li>Logs and tracks incidents and requests from identification through resolution.</li> <li>Create a positive user support experience and build strong relationships through deep problem understanding.</li> <li>Ensure timely resolution or escalation, communicate promptly on progress, and providing customers with a professional attitude.</li> <li>Deploys and Test computer images. Including all software and OS installs and configurations.</li> <li>Installs, tests, and configures workstations/laptops, software, phones, and peripheral equipment.</li> <li>Troubleshoots and repair hardware and software problems on customer computers and peripherals.</li> <li>Assist with hardware and software asset management.</li> <li>Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis.</li> <li>Supports and assist with projects and company initiatives as needed.</li> <li>Setup and Support: meetings, conferences, and events.</li> <li>Other duties as assigned.</li> </ul> <div id="bp-page-1" class="page" data-page-number="1" data-loaded="true"> <div><span style="text-decoration: underline;"><strong>Education/Experience/Skills:</strong></span></div> <div> </div> <div>Minimum of 1 year of progressive experience providing desktop support in a Windows enterprise environment, using Microsoft Active Directory and Windows 7 and 10.</div> <div> </div> <div>Must possess:</div> <ul> <li>Excellent understanding and use of desktop/laptop technologies including Windows 7 and 10,Office 365, and mobile devices</li> <li>Excellent customer service.</li> <li>Excellent listening and communication</li> <li>Proficiency in PC trouble shooting, data gathering, documentation.</li> <li>Experience with Active Directory</li> <li>Proven analytical and problem-solving abilities</li> <li>Good organization skills and keen attention to detail</li> <li>Strong written and oral skills/ Ability to present ideas in user-friendly language</li> <li>Good understanding of computer and mobile device management tools.</li> <li>Ability to conduct research into PC issues and products as required</li> <li>Configuring MFP copiers and printers</li> <li>Audio-Visual and meeting support</li> <li>Facilities support for office equipment/furniture moves/installs</li> </ul> <p>Preferred:</p> <ul> <li>Service Desk experience</li> <li>Work experience in an environment that follows ITIL Best Practices.</li> <li>Good understanding of basic network support, VPN, desktop firewalls, wireless trouble shooting, and printers.</li> <li>Good understanding of telephony technology, VOIP, and mobile device.</li> </ul> <p><span style="text-decoration: underline;"><strong>Physical Requirements:</strong></span></p> <p>While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment. Employee requires the ability to lift and relocate with cart up to 50 lbs. as needed.</p> </div> <p><em><span style="font-weight: 400;"><br/></span></em></p> <img src="https://analytics.click2apply.net/v/V7a48xIz16zbU658uO8QX"> <p>PI114674510</p>
Posted: 2019-10-18 Expires: 2019-11-19

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Temporary Junior Desktop Support Analyst

ACADIA Pharmaceuticals
Princeton, NJ 08540

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