Helpdesk Administrator

Duties and Responsibilities

• Manages helpdesk ticketing and IT support workflow
• Manages IT inventory and supplies
• Deploys, manages, and supports IT solutions
• Helps define end user hardware strategy and processes 
• Collaborates with IT support contractors
• Administers hardware and software installation and configuration for client workstations (supporting servers, and network infrastructure rollouts and upgrades)
• Supports end users and systems 
• Performs user administration
• Accurately follows IT and regulatory standard operating procedures as required
• Demonstrates cross-functional support capabilities with other IT department functions 
• Adheres to consistent and predictable in-person attendance
• Responsibilities may increase in scope to align with company initiatives
• Performs other related duties as assigned

Required Skills and Abilities

• Windows Server and Active Directory configuration and administration
• Administration of Microsoft Exchange, SharePoint, and related Microsoft 365 services
• Firm grasp of IT infrastructure and operations best practices
• Excellent working knowledge of desktop computer systems, printers, conference room equipment and mobile devices 
• Working knowledge of virtual servers, network and data storage systems
• Ability to understand and adhere to IT and pharmaceutical (GMP) industry regulations
• Excellent interpersonal and customer service skills
• Strong analytical and problem-solving skills
• Ability to prioritize tasks
• Ability to learn and adapt to new IT-related technologies
• Communicates effectively and maintains productive relationships with coworkers, clients, and other contacts outside the company
• Demonstrated ability to collaborate and work in cross-functional teams.  
• Strong time management skills with a proven ability to meet deadlines with minimal supervision.  
• Multitasks and adjusts priorities in a fast-paced environment, while maintaining focus and managing disruption and/or unexpected needs.  
• Accepts feedback from a variety of sources and constructively manages conflict.  

Education and Experience

• Associate’s degree in Information Technology, Computer Science, Information Systems, or related field, or equivalent IT-industry certification and/or experience 
• Minimum two years helpdesk related experience required

Physical Requirements

• Prolonged periods of sitting or standing at a desk and working on a computer
• Must be able to lift 15 pounds routinely, with the ability to lift up to 30 pounds occasionally
• Ability to walk between multiple facilities
• Must be able to access equipment that requires crouching, bending, reaching overhead and climbing a ladder