Service Desk Technician 2

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.

The Service Desk Technician will be responsible for creating new users and provisioning access and licensing for nearly all of the apps and services in our environment. Responsibilities also include the deployment and collection of all end-user hardware, including laptops, desktops, thin clients, desk phones, monitors, and more. The technician will provide technical support, troubleshoot issues, process requests, and ensure smooth IT operations.

Job Responsibilities:

• User Management:
  • Create and manage user accounts in on-premises Active Directory (AD) and Microsoft Entra (formerly Azure AD).
  • Provision access and licensing for Office 365, Salesforce, Adobe applications, and other software.
  • Manage Single Sign-On (SSO) and privileged accounts.
  • Handle identity management and access requests.
• Hardware Deployment and Collection:
  • Deploy and collect end-user hardware, including laptops, desktops, thin clients, desk phones, monitors, and other peripherals.
  • Maintain inventory of hardware and ensure proper tracking and documentation.
• Technical Support:
  • Provide support for Office 365 applications, including Outlook, Microsoft Teams, SharePoint, OneDrive, and Webex Teams.
  • Troubleshoot software installation and issues related to Windows 10, Windows 11, macOS, and Windows Server.
  • Support wired and wireless networking, including troubleshooting network issues.
• Security and Compliance:
  • Manage security tools such as SentinelOne, DUO, and OnGuard.
  • Ensure compliance with security policies and procedures.
  • Handle access requests and manage privileged accounts.
• Software and Application Management:
  • Administer cloud-based mail systems (Office 365).
  • Manage Microsoft licensing and software installations.
  • Provide support and licensing for various applications.
• Service Management:
  • Utilize ServiceNow for ticketing and incident management.
  • Provide remote assistance using tools like TeamViewer and Nerdio.
  • Maintain shared drives and manage access permissions.
• Printer and Peripheral Management:
  • Support and troubleshoot Xerox and Canon printers.
  • Manage print services using PaperCut.

Preferred Qualifications:

• Technical Skills:
  • Proficiency in on-premises AD, Microsoft Entra, and on-premises Exchange.
  • Experience with Office 365 cloud-based mail and Microsoft licensing.
  • Knowledge of software installation and troubleshooting.
  • Familiarity with inventory management of hardware.
  • Expertise in Office 365 applications, Outlook, Microsoft Teams, SharePoint, OneDrive, and Webex Teams.
  • Experience with Adobe applications, Salesforce, Okta, DUO, OnGuard, and SSO.
  • Knowledge of privileged accounts, identity management, access requests, and hardware requests.
  • Proficiency in ServiceNow, SentinelOne, Nerdio, Stratodesk, Windows 10, Windows 11, Windows Server, Xerox printers, Canon printers, PaperCut, Slack, FedEx Ship Manager, macOS, JAMF, Apple Business Manager, wired and wireless networking, Azure, Exchange, Entra, SharePoint and more.
• Soft Skills:
  • Strong problem-solving and troubleshooting skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong organizational skills and attention to detail.

Education and Experience:

• College diploma or university degree in the field of computer science and/or 3-5 years equivalent work experience.
• Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft MCP, Microsoft Certified: Azure Administrator Associate, ITIL Foundation, or similar are preferred.

Additional Information:

• This position may require occasional travel to different office locations.
• The technician may need to work outside regular business hours to support critical issues or deployments.

Physical Demands & Work Environment

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.

• Although very minimal, flexibility to travel as needed is preferred.

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Why Work for Valeris?

We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs

• Additional health support, including telehealth and Employee Assistance Program (EAP) services

• Company match on Health Savings Account contributions

• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000

• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability

• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting

• Paid Time Off (PTO) and Sick Leave to support work-life balance

• Team members receive nine paid holidays plus two floating holidays

• Opportunities for advancement in a company that supports personal and professional growth

• A challenging, stimulating work environment that encourages new ideas

• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace

• A mission-driven, inclusive culture where your work makes a meaningful impact

Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.

Our Commitment to Equal Opportunity

At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.