Contract, End User Services Sr. Analyst

PTC Therapeutics - Warren, MI

Full-time - Mid Level

Warren, MI

Chemical Manufacturing

About the position

The End User Services Sr. Analyst provides technical support for network infrastructure and internal computer systems, ensuring smooth operation and user satisfaction. This role involves troubleshooting, installation, and configuration of various devices, while also maintaining data integrity and security. The analyst communicates technical information effectively to both technical and non-technical personnel and supports adherence to regulatory requirements and company SOPs.

Responsibilities

• Responds to queries over the phone, remotely, or in person.
• Troubleshoots and performs PC and peripheral repairs for internal and remote clients.
• Works with Facilities and Desktop Team to perform moves.
• Performs Incident ticket processes and responds to assigned tickets within specified timeframes.
• Maintains appropriate documentation within the Incident system.
• Performs advanced printer and network connectivity troubleshooting.
• Installs software and troubleshoots software issues.
• Escalates issues to level 3 groups when necessary.
• Assists in the setup and support of teleconference and A/V needs.
• Develops and creates standard operating processes to improve IT services.
• Keeps clients informed of outages and statuses, providing alternative connectivity methods during outages.
• Participates in projects including system upgrades and service improvement initiatives.
• Mentors Level I team members and acts as an escalation point.

Requirements

• Minimum of 6 years of related experience.
• Excellent planning, organization, and time management skills.
• A+ Certification preferred.
• Network+ Certification preferred.
• CCIE preferred.
• Proficient in Windows 7 and Windows 10.
• Experience with MS Office 365 (2016, 2013, 2010).
• Knowledge of Active Directory, LAN and WAN technology, and MAC OS support.
• Experience with mobile devices (iPhones, Androids, and Blackberry).

Nice-to-haves

• Experience with advanced network troubleshooting.
• Familiarity with teleconference and A/V setup.

Benefits

• Competitive salary
• Health insurance
• 401k plan
• Paid time off
• Professional development opportunities