Associate Application Support Analyst

We are looking for Associate Application Support Analyst for our client in Boulder, CO

Job Title: Associate Application Support Analyst

Job Location: Boulder, CO

Job Type: Contract

Job Overview:

Pay Range: $28.77hr - $33.77hr

Requirement/Must Have:

• 3+ years of relevant experience.
• B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience.

Responsibilities:

• 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.

Nice to Have:

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