Service Desk Analyst - Information Technology Management at LabConnect in Johnson City, Tennessee

Job Description:

Overview

LabConnect improves lives by partnering with pharmaceutical and biotech companies, and clinical research organizations (CROs) to accelerate the development of new medicines around the world.

We are an independent, global, one-stop-shop focused on delivering Central Laboratory Services that are tailor-made, timely and flexible to meet the evolving study demands of traditional to increasingly complex trials. Additionally, we provide Functional Service Provider (FSP) Solutions, supporting our clients with scientific and technical expertise, acting as an extension of their team, coordinating all laboratory related needs, advising on strategies for lab data collection and providing end-to-end analytical and logistical solutions.

Summary

The IT Service Desk Analyst position is responsible for responding professionally and compassionately to internal and external customers with IT needs via phone, email, and other electronic means for technical issues with software, hardware, access requests and IT functionality. This may include provisioning accounts for various software applications, network, shared drives, and remote access . Troubleshoots telecommunication and network connectivity issues, as well as desktop problems . Troubleshoots applica tion software. Escalates issues appropriately when unable to resolve .

Essential Duties and Responsibilities

• Communicates effectively both orally and in writing to a variety of customers both internal, external to provide excellence support as defined by department metrics.

• Succinctly captures and communicates the details, symptoms and issues or requests to ap propriate teams across the organization as needed.

• Exercises good judgment to ascertain the level of urgency of issues and requests presented. Refers issues to more senior team members as appropriate .

• Troubleshoots telecommunication and network connecti vity issues and network and desktop problems as appropriate , including network connectivity issues, desktop problems and application software . Provides superior support by demonstrating active listening to customers' needs and asking clarifying questions to gain understanding of concerns or requests.

• Follows department guidelines to ensure timely resolutions are provided and confirmed with customers.

• Accurately document all information needed to provide Service Desk team or collaborating organizational teams with the specific information required to provide timely resolution.

• Prioritizes and escalates critical issues appropriately and/or seeks team assistance when clarification is needed to understand severity and complexity.

• Uses correc t escalating, paging, texting or telecommunication procedures and ensures that responses are received.

• Makes suggestions for improvement to processes or procedures to Supervisor

• Stays abreast of organizational changes and announcements to processes or ev ents, programs, and initiatives in order to address customers' requests for current information as applicable.

• Proactively manages own professional development along with Supervisor.

Experience, Knowledge, and Skills

• Associates degree preferred.

• 1 to 2 years of experience in a high call volume technical support call center, or equivalent time in non-technical call center and experience with desktop, server, application, or network support.

• Working knowledge of LAN /WAN networks, Internet, VPN, and Active Directory preferred
• Ability to multitask, handle phone conversation with customers while entering data in real-time using multiple applications and display screens.
• Demonstrates knowledge, skills and competencies necessary to safely perform the assi gned job; determined through on-going skills and competency assessments, and performance evaluations.

• Broad knowledge of information technology including knowledge of desktop computing, networking, cabling, Microsoft operating systems and office applicati ons, computer hardware and business applications

• Ability to effectively communicate with customers and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Ability to deescalate issues and resol ve complaints with positive outcomes

• Ability to learn and apply new or modified processes, program , or procedures.

• Able to work with various employees based on their learning and communication styles

• Ability to work effectively in a fast-paced environment

• Demonstrated flexibility and adaptability in the workplace

• Stays abreast of emerging technology trends and innovative technologies that provide solutions to new ideas , trends, and concepts and improve workflow, production, efficiency, and effectiveness .

• Proactively manages own professional development and completes Individual Development Plan with Supervisor.

Language Ability

• Proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially about activities impacting customer or employee safety or security
• Ability to read, analyze, and interpret common technical journals as it relates to information technology, financial reports, and legal documents.

• Ability to read policies, procedures, and guidelines.

• Ability to write knowledge-based article for the IT operations and the Service Desk.

• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Reasoning Ability

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete var iables.

• Demonstrated critical thinking, effective interpersonal skills, and oral/written communications

• Ability to execute sound judgment

Computer Skills

• To perform this job successfully, an individual should have knowledge of word processing software; spreadsheet software; development software; design software and database software. Ability to type 35 words per minute.

Certificates and Licenses

• Information Technology Infrastructure Library (ITIL) v3 foundation certification, CompTIA A +, Helpdesk Institute (HDI) certification preferred

Supervisory Responsibilities

• This job has no supervisory responsibilities

Work Environment

• Typical computer related noise levels and paper and equipment generated dust. Exposure to video display terminals occurs on a regular basis.

• Scheduled night and weekend work when necessary.

Physical Demands

• Specific vision abilities required by this job include close vision and ability to adjust focus.

• While performing the duties of this job, the employee is frequently required to stand; sit and talk or hear.

Read more below and get ready for your next great employment adventure!

Some of the Perks our LabConnectors Love:

• Financial Security (base pay, 401k match and annual bonus eligibility)
• Health Benefits beginning on date of hire
• PTO plan plus 10 Paid Company Holidays and 1 day to Volunteer in your community
• Short and Long-Term Disability, Life and AD&D
• We celebrate our differences, which enrich our Culture

We are a growing and global team on a mission to create healthier communities by accelerating the development of new medicines. In addition to great perks and challenging work assignments, we invest in our people with enriching career growth opportunities.

We believe in a friendly and collaborative environment with open lines of communication. Join our team and discover how your work can impact the lives of people all over the world.

It is the policy of LabConnect to provide equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law.

Equal Employment Opportunity Posters:
https://www.dol.gov/agencies/ofccp/posters

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please email talent@labconnect.com or call +1(423)722-3155.

For more information, visit www.labconnect.com

Other details

• Pay Type Salary

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