The Position

This high-visibility and high customer-touch role will be responsible for escalated incidents, requests from the IT Helpdesk, assisting our Executive Team and end users in multiple locations. Improve and create new IT processes to help streamline the business and escalate incidents to specialized support as required.

Relationships

Reports to the Senior Helpdesk Manager, Information Technology.

Essential Functions

• Provide desk-side and subject matter expert support for IT related services for employees in an office, clinical & research laboratory setting
• Support and troubleshoot system and network issues related to end-user, laboratory IT and VoIP equipment, according to standard operating procedures
• Recommend and test cost effective technical system improvements
• Drive IT projects and deliverables with the help of the Sr. IT Helpdesk Manager
• Proactively create corrective and mitigating steps to reduce future incidents and ticket volume
• Use an ITSM to manage all incidents and requests to ensure that work is completed to the customers satisfaction in a timely manner and according to the Service Level Agreements (SLAs)
• Manage Exchange Online including mailboxes, distribution groups, calendars
• Collaborate with internal departments to improve/create processes
• Work with internal departments and external vendors to implement new applications, services to end users
• Participate in projects and act as a Subject Matter Expert for key technologies
• Contribute internal IT documentation and create technical bulletins to expand the knowledge base for handling support issues
• Assist users with activating and troubleshooting company-owned mobile devices
• Work directly with IT support teams for mission critical issues and adhere to department escalation policy
• Operate desktop imaging solution, application packaging, and configuration settings
• Responsible for supporting audio and visual equipment for conference rooms and educating employees in its use
• Identify, evaluate, promote, and implement customer support best practices
• Carrying a company issued mobile phone is required
• In partnership with other team members, lead the testing, configuration, installation and repair of IT related equipment
• Assist in configuring and maintaining Active Directory, Azure, Office 365, and VoIP accounts
• Provide training and mentorship to new IT Helpdesk Technicians
• Decommission hardware
• Configure and troubleshoot network printers
• Able to make some material decisions without consulting manager
• Participate in weekend on-call rotation on an as needed basis

Physical Requirements

0-10% overnight travel required; Driver must maintain a valid driver's license. Must be in good standing by not exceeding the Novo Nordisk points threshold assigned based on review of Motor Vehicle Records.; Must be able to bend, stoop lift, push/pull and move heavy packages and record storage boxes weighing up to 50 lbs/ stand and walk continuously over an extended period of time.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering or related field of study from an accredited university required, with a minimum of three (3) years of IT helpdesk and project experience required
• Experience Level: 3+ years of relevant experience
• Ability to demonstrate superior technical, and presentation skills in a fast-paced environment required
• Experience with working in the pharmaceutical industry and regulated environments preferred
• Ability to handle multiple tasks in a fast-paced environment with strong attention to detail required
• Expert knowledge of Microsoft Operating systems required
• Strong experience working with local Active Directory and Azure required
• Ability to present formal and informal training and assistance to end users required
• Apple iOS Systems experience preferred
• Working knowledge of the administration of Microsoft Office 365 application suite required
• Ability to find creative and "out-of-the-box" solutions to incidents and requests preferred
• Ability to provide clear and logical thought processes to identify root causes of incidents required
• Expert knowledge in the installation, configuration, upgrading, and troubleshooting hardware and software components preferred
• Experience working with enterprise Anti-Virus technologies such as Trellix preferred
• Able to work with people to establish goals, objectives, and change management plans required
• Experience in installing and configuring Windows based applications using a software distribution tool preferred
• Experience in working with enterprise Mobile Device Management technologies preferred
• Working knowledge and understanding of network technologies such as TCP/IP, DNS, DHCP, VPN, routers, and switches preferred
• Ability to understand and adhere to systems security and control procedures in accordance with departmental and corporate standards required
• Demonstrated skills in time management, scheduling, and task prioritization to meet deadlines and goals required
• Desire to learn new technologies required
• Outstanding customer service provider required
• Exceptional interpersonal skills for written and face to face communications required
• Advanced experience within the Office 365 Admin Center and AzureAD with an emphasis in Exchange Online Administration and troubleshooting preferred
• Demonstrated project management skills required
• Automox, SmartDeploy and FreshService experience a plus

The base compensation range for this position is $70,400 to $123,200 Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance.

Novo Nordisk offers long-term incentive compensation and/or company vehicles depending on the position's level or other company factors.

Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance. The Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy.