Sr. Service Desk Specialist (Contract)

JOB SUMMARY:

BioCryst is a fast-growing pharmaceutical company with an immediate opening for an experienced Sr Service Desk Specialist who will be the face of our on-site IT team. The ideal candidate will have a strong technical background, excellent problem-solving skills, excellent front line people skills and a passion for delivering exceptional customer service.

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide on-site IT support to employees including responding to incoming requests both in person, via chats and/or calls and tickets in a timely manner owning resolution of issues to completion, ensuring employee satisfaction.
• Lead the resolution of high-priority incidents and work closely with other IT teams or vendors to ensure timely problem resolution.
• Provide ownership of issues to complete resolution, including coordination cross teams.
• Provide onsite technical support to lab users.
• Deliver an attentive focused service to all employees’ white glove experience that is proactive, personal, and effective. Demonstrate value add to the business.
• Design and lead training sessions and workshops to end-users to enhance their technical knowledge and minimize recurring issues.
• Create, track, respond to and maintain incidents, service requests and projects in the IT Service Management tool.
• Manage time and priorities effectively across projects, tickets, and other requests.
• Analyze reporting trends with service and provide relevant reports to stakeholders.
• Independently leads creation of and updates to documentation for support procedures, troubleshooting steps, and common technical issues, both as an individual and in collaboration with others.
• Operates within the IT Department's defined processes and procedures, Service Level Agreements (SLAs), and company Standard Operating Procedures (SOPs).
• Stay up to date with technology and service trends. Continuously update knowledge of systems, applications, and emerging technologies.
• Escalate complex issues including identifying issues that require further investigation or specialized technical expertise and escalating them to the appropriate teams.
• Proactively identifies opportunities to improve procedures, resources, and support activities within the IT Service Desk team.
• Perform other job duties as assigned with high professionalism, congeniality, and flexibility.
• Provide on-call after-hours support for critical requests and vendor management as needed.
• Provide training and IT assistance to educate users on hardware including desktops, laptops, virtual hardware, etc.
• Train and mentor new team members on job activities and procedures as assigned.
• All other duties assigned by management.
• Must have ability to work in the BioCryst office Monday through Friday
• Other duties as assigned.

 

EXPERIENCE & QUALIFICATIONS:

• Associates degree in a related field and 5+ years relevant experience in a technical role or equivalent combination of education and experience.
• IT certifications such as CompTIA A+, Network+, or ITIL (preferred).
• Ability to diagnose and troubleshoot complex problems and work to a resolution.
• Excellent customer service and communication skills.
• Ability to work independently and resolve owners’ problems without escalation.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
• Strong experience in various software including Windows 10/11, Active Directory, Microsoft Office 365/Office suite, and Microsoft Teams.
• AV and Conference Room Support Experience
• Executive Support Experience
• Experience with collaboration tools, whiteboards, VR headsets etc.
• Strong experience in hardware troubleshooting and repair (Lenovo hardware is a plus) of computers, networks, peripherals and related systems.
• Strong ability to work with a ticketed tracking system for incidents and events and creating /managing those events to full resolution.
• Strong interpersonal skills and the ability to work collaboratively across teams and communicate effectively across teams of varying technical skills and focus.
• Working knowledge and experience working with incident management tools for tracking and resolving issues to remediation/mitigation and root cause analysis.
• Experience managing vendor relationships with service providers, contractors, and other outside parties, providing direction as needed.
• Ability to be on your feet for long periods.
• Ability to lift to 50 pounds, moving computing equipment and work on-site daily.

 

 

The state