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dataNet IT

Help Desk / IT Support Analyst

dataNet IT
Boulder, CO Full time Posted 1d ago
Active Directory Application Support Cloud Cloud Platform Cloud Platforms End User Support Exchange Hardware Support Help Desk Support Incident Management Information Technology (IT) IT Operations It Service Management IT Services Microsoft 365 Onsite Technical Support Windows
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Job Description

Hands-on Help Desk and IT Support Analyst role in a biopharmaceutical setting focused on end-user technology and Microsoft 365 support.

Responsibilities

  • Deliver desk-side and end-user support for hardware, software, network, VoIP, and mobile devices.
  • Troubleshoot and support Microsoft 365, Exchange Online, Active Directory, Azure, and Windows environments.
  • Configure and troubleshoot company-owned iOS/mobile devices and enterprise applications.
  • Handle incidents and service requests using an ITSM/ticketing system, with a focus on meeting SLAs.
  • Support conference room AV, printers, desktop imaging, application deployment, and hardware installations.
  • Assist with IT initiatives including application implementations, equipment decommissioning, and process improvements.
  • Create and maintain IT documentation and knowledge-base materials.
  • Coordinate with internal IT teams and external vendors to resolve issues and deploy solutions.
  • Provide training and mentoring to end users and new helpdesk technicians.
  • Participate in an occasional weekend on-call rotation.

Requirements

  • 3+ years of relevant IT/application support experience.
  • Strong experience supporting PC/desktop and mobile devices.
  • Strong Microsoft 365 troubleshooting and support skills.
  • Experience with Active Directory, Azure, Exchange Online, and Windows.
  • Experience in a pharmaceutical, biotechnology, healthcare, or other regulated environment is strongly preferred.
  • Excellent troubleshooting, communication, customer service, and problem-solving skills.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Associate's or Bachelor's degree in Computer Science, IT, or equivalent experience.

Tools & Technologies

  • Microsoft 365, Exchange Online, Active Directory, Azure, Windows
  • iOS, MDM, ITSM/ticketing system
  • Automox, SmartDeploy, FreshService, Trellix
  • Software deployment tools
  • TCP/IP, DNS, DHCP, VPN

Preferred

  • Experience with MDM, Automox, SmartDeploy, FreshService, Trellix, and software deployment tools.
  • Basic networking knowledge including TCP/IP, DNS, DHCP, and VPN.

Location: Boulder, CO (onsite)

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