IT Help Desk Specialist II

Teva is hiring an IT Help Desk Specialist II to provide Level 1 and Level 2 help desk and IT support from a Weston, FL onsite location. In this role, you will be the first point of contact for customers and employees seeking technical assistance, handling requests from initial triage through final resolution.

What You’ll Do

• Deliver Level 1 & 2 Help Desk/IT support to clients across North America and to company employees
• Serve as the first point of contact for technical assistance via phone, email, or chat
• Diagnose and resolve technical issues
• Escalate problems when required to the Service Desk Supervisor, Manager, applicable IT representative, or other company representative
• Record, track, and document service desk requests, including the problem-solving process and actions taken through final resolution
• Assist clients using remote administration tools
• Apply excellent customer service skills while working to exceed customers’ expectations

Minimum Qualifications

• 3+ years of experience in a support technician or help desk role
• Associates degree or equivalent experience
• Excellent verbal and written communication skills
• Exceptional analytical and problem-solving skills
• Ability to work independently and as part of the IT team
• Ability to work varied shifts, including after hours and/or weekends when needed
• Self-motivated team player with professional demeanor, patience, and sound judgment
• Detail oriented with strong organizational and prioritization skills
• Knowledge of PC network fundamentals and internet connectivity

Preferred Experience & Skills

• Preferred: ITIL Foundation and CompTIA A+
• ServiceNow experience
• Knowledge of current software, including Microsoft Office and Windows products
• Preferred knowledge of the TPS application and Service Now Incident Management System
• Understanding of Active Directory

Technology Stack

• Service Now
• Service Now Incident Management System
• Microsoft Office
• Windows products
• Active Directory
• TPS application

Benefits

• Comprehensive Health Insurance: Medical, Dental, Vision, and Prescription coverage starting on the first day of employment (if the employee enrolls)
• Retirement Savings: 401(k) with employer match, up to 6%, plus an annual 3.75% Defined Contribution to the 401k plan
• Time Off: Paid Time Off including vacation, sick/safe time, caretaker time, and holidays
• Life and Disability Protection: Company paid Life and Disability insurance
• Additional benefits include an Employee Assistance Program, Employee Stock Purchase Plan, Tuition Assistance, Flexible Spending Accounts, Health Savings Account, Life Style Spending Account, Volunteer Time Off, Paid Parental Leave (if eligible), Family Building Benefits, Virtual Physical Therapy, Accident, Critical Illness and Hospital Indemnity Insurances, Identity Theft Protection, Legal Plan, Voluntary Life Insurance, Long Term Disability, and more

Travel and Physical Requirements

• Travel: No Travel Required
• Physical: Occasional sitting for extended periods at a work station or mobile equipment; visual acuity needed to perform computer work

How Teva will take care of you: We offer a competitive benefits package, including: