Contract, End User Services Sr. Analyst

Job Description Summary:

Job Description:

Provides day-to-day technical support to employees for network infrastructure and internal computer systems software and hardware. Installs, configures and troubleshoots desktops, laptops, tablets and phones in a heterogeneous environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.

The Contract, End User Services Sr. Analyst supports adherence to relevant regulatory requirements and all company Standard Operating Procedures (SOPs).

ESSENTIAL FUNCTIONS

• Responds to queries over the phone, remotely or when necessary in person.

• Troubleshoots and perform PC and peripheral repairs for PTC’s internal and remote clients.

• Works in conjunction with Facilities and Desktop Team to perform moves.

• Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews.

• Performs advanced printer troubleshooting.

• Performs advanced network connectivity troubleshooting.

• Performs software installation processes and software troubleshooting.

• Performs effective issue escalation to level 3 groups when necessary.

• Assists in the setup and support of teleconference and A/V needs for PTC clients.

• Assists in developing and creating standard operating processes to continuously improve IT

• Follows standard operating processes and best practices for all service situations.

• Keeps clients informed of outages and statuses; provide and recommend alternative connectivity methods during outages.

• Responsible for project participation including system upgrades, service improvement initiatives and service requests.

• Responsible for learning and utilizing new services and products or changes to existing services and products.

• At times acts as a mentor to Level I team members

• Acts as escalation point to Level I

• Backfills for Level I when necessary

KNOWLEDGE/SKILLS/ABILITIES REQUIRED

• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. 

• Comfortable working within a team, but able to work independently.

• Excellent phone skills

• Excellent interpersonal skills

• Customer service oriented.

• Analytical

• Organized

• Detail Oriented

• Document Issues in the ticketing system and other systems

• Windows 7, Windows 10 is required

• MS Office 365 (2016, 2013, 2010)

• Active Directory

• LAN and WAN technology

• MAC OS

• Support Mobile Devices (iPhones, Androids and the occasional Blackberry Device)

* Minimum level of education and years of relevant work experience.

• Minimum of 6 years of related experience.

* Special knowledge or skills needed and/or licenses or certificates required.

• Excellent planning, organization and time management skills including the ability to support and prioritize multiple projects.

• A+ Certification Preferred

• Network+ Certification Preferred

• CCIE Preferred

* Travel requirements

• Up to 10%

*Physical requirements (only note if the job requires physical capacity beyond general office work)

• Mainly office work

• Ability to lift at least 60lbs occasionally will be required.  

• Occasionally lift boxes

• Occasionally crawl under desks

EEO Statement:

PTC Therapeutics is an equal opportunity employer. We welcome applications from all individuals, regardless of race, color,