Sr. Help Desk Analyst

AGC Biologics is a leading global Contract Development and Manufacturing Organization, with a deep commitment to improving life quality by bringing new biopharmaceuticals to market. Because of our dedication to building and empowering our internal teams, AGC Biologics is an innovative leader in the industry with an extensive network of cGMP facilities in the US, Europe and Asia. As such, we deliver a deep expertise, dynamic solutions and technologies, as well as customized services for the scale-up and cGMP manufacturing of protein-based therapeutics and cell and gene therapies. We forge exceptionally strong partnerships with our clients, and we never lose sight of our pledge to deliver a reliable and compliant drug substance supply, Right, On time. For more information, visit www.agcbio.com.

JOB SUMMARY

A Senior Help Desk Analyst is involved in the daily support of the IT business needs and demands. A Senior Help Desk Analyst will be the go-to help desk person at the site. The role will primarily be based on delivering IT support to the internal customers and end users for hardware and software.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES

• Responsible for our Asset Management
• Ensure that the Help Desk Manager is notified of any on-going faults and training
• Work with end users, IT staff, and vendors to assess and assist in root cause analysis etc. to resolve issues with applications, processes, or hardware (PCs) in a timely manner
• Internal customer/end user support
• Manage and support of the AGC Biologics' mobile technology
• Day-to-day execution of maintenance and operations
• Maintains detailed documentation and inventory of all managed environments
• Troubleshoot problems with the operation, performance and/or functionality of desktop application software and certain data center hardware or software

QUALIFICATIONS

Required:

• Proficiencies in Microsoft technology stack including O365 and Skype for Business
• A minimum of 2 years' experience in a similar role (5+ in Help Desk role)
• General Windows Server knowledge
• Ability to be a positive change agent and juggle competing priorities
• Experience of supervising staff
• Basic knowledge of Network components and topologies
• Ability to adapt to changing business needs and assignments as required
• Graduation from a four-year college or university with a degree in Computer Science, Business Systems or other related field(s) preferred. Could also be equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities
• Ability to manage projects as assigned
• Excellent written and verbal English communications skills

Preferred:

• ITIL certification is a plus

Physical Requirements (US Only):

• Ability to lift 35lbs.

COMPENSATION RANGE:

$72,800 - $93,600 annually

Fluctuations in the job market may necessitate adjustments to pay ranges. Final pay determinations will depend on various factors, including, but not limited to experience levels, knowledge, skills, and abilities.

Benefits available to Team Members include subsidized insurance for the Team Member and designated dependents (medical, vision, dental, life and disability), eligibility to participate in the AGC Biologics 401(k) plan (including a generous matching contribution from the company and immediate vesting), vacation, sick time, and parental leave.

Team Members are also eligible to receive a discretionary annual bonus commensurate to the level of the role. The payout is based on both the company's performance and the Team Member's performance.

AGC Biologics offers a highly competitive compensation package and a friendly, collaborative culture that values personal initiative and professional achievement. AGC Biologics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.