End User Services Technical Analyst II

Your Role:

The End User Services Technical Analyst is responsible for the support and operation of all end user software, devices, and peripheral equipment. This person supports a wide variety of end user computing services to include installation and maintenance of hardware and software, operating systems, collaboration solutions, and audio-visual systems. The primary objective of this role is to ensure end-users experience minimal disruption and maximum efficiency when using the company technology and tools. The person in this role will be involved in onboarding and offboarding employees, support end-user compute technologies, and maintain technology standards based on industry best practices.

Location Classification – On-Site: ​

This role will be required to work on site 5 days a week as the majority of the work will be conducted on site.

Essential Duties and Responsibilities:  

• Provides assistance for internal inquiries from end-users, providing exceptional support and service while demonstrating the appropriate sense of urgency and priority associated with SpringWorks’ processes.
• Operational responsibility of core support infrastructure including collaboration tools, Entra (Active Directory), patching, and end point management.
• Maintains technology standards, policies, procedures, metrics, tools, and process optimizations based on industry best practices that support a scalable and secure IT environment. Develops continuous improvement initiative.
• Work with multiple MSP and IT vendors to ensure service levels are being achieved.
• Records, tracks, and documents the helpdesk requests and actions taken through the final resolution.
• Keeps the network computing systems operating efficiently and ensures that computing standards are implemented and enforced at all times.
• Works with vendor partners to troubleshoot and resolve issues.
• Researches, identifies, assesses, and supports new technology capability opportunities that align with organizational priorities and improve operational efficiencies
• Understands and manages complex technical issues within a fast-paced 24/7/365 business environment.
• Ensures a high-quality, consistent user experience with the variety of technology platforms.
• Maintains current knowledge of technology capabilities and trends.
• Performs hands-on fixes at the desktop level.
• Possesses familiarity with and awareness of the full pharmaceutical industry lifecycle.
• Acts as backup to other IT Team members.
• Must be available after hours to resolve issues escalated by colleagues.
• Performs related duties consistent with the scope and intent of the position.
• Perform other duties and responsibilities as assigned. 

Role Requirements:

• Education: Bachelor's degree or technical school certification(s)
• 3+ years of experience in an end user computing technical support role.
• Experience working with stakeholders and internal customers and meeting SLAs.
• Experience in IT Service Management and ticketing systems (ServiceNow experience preferred).
• Experience supporting computer/software deployments in a remote environment.
• Experience with networking concepts and implementations.
• Experience building reports, establish metrics to measure efficient use of technology resources, and to improve self-service problem solving for end users.
• Demonstrates a high degree of confidentiality and discretion.
• Thorough knowledge of Microsoft Windows operating system, Microsoft 365 applications, Azure Entra ID, Intune, Teams and SharePoint Online.
• Demonstrated experience in supporting PC hardware, software, operating systems, software distribution systems, and mobile device management.
• Proficiency in office technology, including printing, networking, wireless, and audio / visual support.
• Strong troubleshooting skills with the ability to independently resolve technical issues.
• Experience with ServiceNow IT Service Management (ITSM) for onboarding, offboarding, incident management, and support activities.
• Understanding of modern computing technology, systems and network architecture, data management, information security, and cloud-based services.
• Awareness and use of IT Infrastructure Library (ITIL) framework.
• Technical guidance to business teams on end user devices and technologies.
• Acts with a sense of urgency.
• Communication with IT, business and vendors.
• Shows good judgement in communication: Communicates successes and issues accurately, urgently, and to the right audience, and takes accountability for ensuring effective management of expectations with business leaders.
• Embody the SpringWorks Values to act with empathy and humility to drive a culture that takes ownership and accountability for their individual and teams’ performance.
• Strong interpersonal communication skills to collaborate with colleagues, stakeholders, and vendors effectively and clearly in a remote hybrid work environment.
• Ability to travel occasionally including overnight stay driven by business need. ​​
• Relocation Available. 

Compensation and Benefits:

The expected salary range for this position is $75,000.00 – $93,000.00. Actual pay will be determined based on experience, qualifications, location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance.