• Helpdesk Support Technician

    Job Locations US-NJ-Jersey City
    ID
    2018-1208
    # of Openings
    1
    Category
    Information Technology
  • Overview

    Entrepreneurial Spirit, Rooted in Tradition. At Mitsubishi Tanabe Pharma Development America (MTDA), we can tout a storied reputation more than 300 years in the making. Our parent company, Mitsubishi Tanabe Pharma Corporation (MTPC), is a research-driven pharmaceutical company with global reach – and one of Japan’s oldest and most respected companies.

     

    Relatively new to the U.S. market, the innovative compounds of the Mitsubishi Tanabe Pharma Group have already enjoyed commercial success under the brand labels of our U.S. partners. In this next phase of development, we plan to bring exciting new compounds to market under our own MT Pharma America label. We’re currently building a new commercial organization and expanding our other functions to support this strategy.

    The candidate will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

    Responsibilities

    • Troubleshoots issues as they relate to VPN, Wireless, and LAN.
    • Have working knowledge
    • Supports Microsoft Exchange (Office 365), and numerous other business and sales-specific programs (e.g., CRM, etc.)
    • Provides level 1/2/3 Help Desk and related support to NJ, Boston offices, sales staff and other remote users:
    • Manages Ticketing system and acts as an escalation point for other helpdesk members on all issues before escalating issued to management.
    • Analyzes and solves all problems relating to: PCs, laptops, printers, phones, PDAs, tablets, cabling, AD servers and related end user devices.
    • Installs PCs, printers and IT related accessories.
    • Creates and deploys workstation images via Acronis.
    • Supports VPN connectivity.
    • Troubleshoot print queues.
    • Support new user account / email setup and departing user account retirement
    • Demonstrates exemplary internal customer service and teambuilding:
      • Builds and maintains strong working relationships with Commercial business unit leadership and throughout the company.
      • Supports users on PC operations and standard applications.
      • Represents IT as required in related meetings.

    Qualifications

    • Bachelor’s degree or equivalent in Computer Science or related field.
    • Preferred: CompTIA A+, Microsoft Certified Professional (MCP) or better.
    • Minimum of 4 years of IT experience which included experience as a Support Analyst, Team Lead or similar.
    • Technical skills: Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems, Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
    • Proven analytical, troubleshooting and problem solving skills.
    • Proven ability to multi-task, effectively determine priorities and meet SLA’s.
    • Excellent communication skills, written and oral, relationship-building and internal customer service skills.
    • Adaptable and flexible in a fast changing industry and work environment; willing to work off-hours and weekends when required for projects or emergency support.

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