Overview
Reporting to the Senior Manager, IT Helpdesk, the Senior Helpdesk Technician is a specialized, hands-on technical role that is the first point of contact responsible for providing help desk support and training support to end users, ensuring quick and efficient problem resolutions in all areas of technology. The help desk support duties include but are not limited to, resolving computer, mobile device, and peripheral device related problems in supported areas as well as supporting new software platforms, evaluations, and escalations and ad hoc projects as required. The day-to-day workload in summary involves maintenance, upgrades, updates, coordination, and escalation of tickets to other IT team members when applicable. This individual must have experience with IT problem diagnosis and client relationship management and will be the main liaison between IT management and contract Helpdesk staff to ensure that issues are escalated as appropriate and daily helpdesk responsibilities are being met as expected. This individual must work effectively in a strong team environment - sharing responsibilities and knowledge with the helpdesk and IT teams with the proven ability to work well in a fast-paced environment.
Responsibilities
Act as main helpdesk technician lead and first point of contact responsible for providing and coordinating all help desk support, project support, and training support to all Shionogi end users
Main liaison between IT management and contract Helpdesk staff to ensure tasks and responsibilities are being met as expected and escalate issues as needed
Maintain and resolve computer, mobile device, and peripheral device related problems
Maintain computer systems and act as support during system failures
Maintain Help Desk ticket records and make sure the root cause and resolution are documented
Clarify problems and determine if additional expertise is required before further escalating ticket
Provide hardware and software evaluations as needed
Complete hardware and software builds, installs, changes, and configurations
Work alongside IT staff to provide maintenance and repairs, moves and equipment exchanges
Troubleshoot and support software and equipment as well as collaboration tools like Teams, WebEx, Zoom, etc.
Complete IT system check-in and check-out processes for new or existing Shionogi personnel
Assist with onboarding of new users
Assist with the logistics process of asset inventory counts of all equipment, software, and license users in an organized manner
Create technical knowledge-based articles with solutions for internal support and user guides and maintain the documents up to date within SharePoint as required
Train new employees and Help Desk contractors on desktop related technologies
Follow SOPs, WIs, and direction of Sr. Mgr, IT Helpdesk
Other duties and project as assigned
Minimum Job Requirements Qualifications
Associate degree or equivalent work experience
Minimum of (3) three years of hands-on, technical work experience coordinating desk support and acting as main liaison between IT management and contract Helpdesk staff to ensure tasks and responsibilities are being met as expected and escalate issues as needed
CompTIA A or current certification is a plus
Experience working in a regulated industry is a plus
Experience in installation, set-up, and troubleshooting of laptops, printers, mobile devices and other technical equipment as needed
Experience in most current Windows platform and Microsoft online and client tools ins and outs
Advanced level of proficiency with Microsoft Office applications usage and troubleshooting
Microsoft MCP (MS Certifications) preferred, but not required
Experience operating Windows Server and maintenance of items in Active Directory
Experienced in supporting and troubleshooting collaboration tools such as WebEx, Teams and usage and support
Hands-on experience with Adobe Acrobat usage and troubleshooting
Knowledge to support SharePoint Online site owners and members
Understanding of remote computing technologies including VPN, Terminal server and broadband
Experience with VPN Client usage and troubleshooting
Experience with mobile device platforms usage and troubleshoot (iOS, Android, others)
Working knowledge with helpdesk ticketing systems
Experience with technical training creation and facilitation

Competencies
Excellent communication skills, both verbal and written
Excellent customer service skills and the ability to work with all levels of the organization
Must be flexible and adaptable to changing project priorities, work assignments and deadlines
Ability to anticipate needs, and analyze and solve problems quickly and proactively
Highly organized, with the ability to assist others in organizing documentation and records
Self-starter, problem solver, self-motivated, actively seeks out work
Must possess an appropriate sense of urgency and responsibility
Must possess a strong understanding of the importance of computer and data security, and information privacy

Other Requirements
Must live a commutable distance to corporate Florham Park, New Jersey office and work onsite 5 days/week
Flexible schedule to accommodate project deadlines when needed. This may require after hours and weekend support at times

Essential Physical Requirements
Ability to articulate clearly and conduct verbal presentations with large and small audiences.
Ability to travel via automobile and/or airplane.
Ability to view video display terminal images
Ability to operate a computer keyboard and telephone.
Ability to sit for extended periods of time - up to four (4) hours at a time.
Ability to lift, tug, pull up to fifteen (15) pounds.

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Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity