Senior Technical Support Analyst at Exact Sciences (Baltimore, MD)

| Baltimore, MD
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Summary of Major Responsibilities

The Senior Technical Support Analyst is an opportunity for an individual to obtain hands-on experience in a dynamic environment. This position requires both technical and exceptional interpersonal skills. This role will be responsible for responding to operational break/fix scenarios, as well as upgrading and maintaining end user devices through regular refresh intervals and projects requiring new equipment. The Senior Technical Support Analyst will work with other technical resources, adhere to procedures, workflows, and tools to provide exceptional support and customer service.

Essential Duties and Responsibilities

  • Provide technical support and mentorship, with heavy emphasis on excellent customer service and methodical troubleshooting of IT related problems for onsite/remote users.
  • Serve as escalation point and liaison between the Technical Support team and Project workgroups.
  • Perform extended or complex troubleshooting and participate in root cause analysis on hardware and software including, but not limited to: applications, mobile phones, laptops, PCs/Apple devices, and other peripheral equipment.
  • Provide Audio and Visual support and training for all onsite conference rooms, including support for workspace chat and videoconferencing.
  • Provide site specific ticket queue/workload management.
  • Provide input and analysis on existing processes and workflows and create and/or recommend process and workflow improvements.
  • Develops relationships and serves as point of contact for key stakeholder and customer groups.
  • Engage in recurring IT Support and Global Service Desk meetings and conference calls and provide input on how to improve customer satisfaction.
  • Participate in IT and cross-functional team projects as a critical resource for deploying, maintaining, and upgrading end user equipment while focusing on customer experience.
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
  • Support and comply with the company's Quality Management System policies and procedures.
  • Maintain regular and reliable attendance.
  • Ability to act with an inclusion mindset and model these behaviors for the organization.
  • Ability to works independently with little oversight and direction.
  • Ability to work nights and/or weekends and/or holidays, as needed.
  • Ability to lift up to 25 pounds for approximately 25% of a typical working day.
  • Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 80% of a typical working day.
  • Ability to travel between local and/or remote Exact Sciences' locations.


Minimum Qualifications
  • Associate's degree in a technical or field related to essential duties; or High School Degree/General Education Diploma and 4+ years of relevant experience as outlined in the essential duties in lieu of Associate's degree.
  • 4+ years of experience with Microsoft and/or Apple based operating systems, with emphasis on O365 application support.
  • 4+ years of experience working with multi-factor authentication end-user administration or similar technology.
  • Professional working knowledge with active directory, creating user accounts, resetting passwords, creating groups, and security group administration.
  • Strong documentation skills and knowledgebase article management.
  • Intermediate presentation skills; strong ability to present in small groups.
  • Excellent communication skills with heavy focus on customer experience and service delivery.
  • Excellent organizational and time management skills.
  • Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
  • Authorization to work in the United States without sponsorship.

Preferred Qualifications
  • 4+ years of Incident Management experience; including business expectations and company-wide communications.
  • Experience using ServiceNow for IT Service Management.
  • Experience in healthcare, biotechnology, or Laboratory environment.
  • ITIL/HDI training and/or certification.
  • Microsoft SCCM and/or Microsoft certification.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.

More Information on Exact Sciences
Exact Sciences operates in the Biotech industry. The company is located in Madison, WI. It has 4190 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all jobs at Exact Sciences, click here.
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