Information Technology Analyst

US-MA-Bedford
3 months ago(9/29/2017 10:37 AM)
Job ID
2017-1026
# of Openings
1
Category
Information Technology

Overview

Ocular Therapeutix is seeking an Information Technology Analyst with experience in delivering technical and logistical support to a diverse and dynamic environment.  Success in this position means streamlining and implementing service processes, meeting SLAs, and driving continuous improvements.  In addition to having a solid technical background, this candidate must have strong communications skills, be able to work with an outsourced Helpdesk department, and have a passion for service.  The ideal candidate will have worked in the Life Sciences industry.

Responsibilities

This role is composed of several distinct elements: IT Service Management, Training, and Continuous Improvement.  Each segment is discussed below.

IT Service Management

This is a hands-on technical role.  The successful candidate will be responsible for the following:

    • Providing end user support to multi-site campus
    • Ensuring the outsourced helpdesk meets top standards and SLAs
    • Promote and maintain the image of the Helpdesk as a personal support group to advance IT as a critical business function

With a goal of achieving a first call closure, the successful candidate will need to have a broad set of skills to understand the underlying issues and resolve incidents to the user’s satisfaction.  Detailed records of service requests and resolutions must be maintained throughout the support process. 

Training

The successful candidate will be responsible for conducting new hire orientations and for keeping training / reference documents up-to-date.

Continuous Improvement

To help drive our goal of continuous improvement, the successful candidate must understand and be able to optimize Helpdesk processes and procedures to increase the efficiency and effectiveness of our end users.

Qualifications

    • Experienced IT professional (5-8 years) working with an outsourced Helpdesk team
    • Must be able to communicate effectively to all levels of management and business units
    • Ability to think and work independently to resolve business problems within the organization using established processes, procedures and standards
    • Must possess strong technical and problem solving skills
    • Conducts regularly scheduled meetings with the outsourced Helpdesk to ensure timeliness, consistency, and customer satisfaction
    • Must be capable of training end-users in applications and operating systems fundamentals.
    • Experience with cloud-based environments is a plus
    • Understanding of validated environments (Sarbanes-Oxley, cGxP) is a plus
    • Bachelor's degree or equivalent experience

Technical Requirements:

    • Windows 7/10 and Windows Server
    • Microsoft Active Directory
    • Microsoft Office suite
    • Experience with provisioning and support of mobile devices (iOS / Android)
    • Remote support
    • IP Telephony support
    • Experience with virtualization technologies (VMware)
    • VPN client support

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