End User Services Technical Analyst II

Springworks Therapeutics - Raleigh, NC

Full-time - Mid Level

Hybrid - Raleigh, NC

Administrative and Support Services

About the position

The End User Services Technical Analyst II at SpringWorks Therapeutics is responsible for supporting and operating all end-user software, devices, and peripheral equipment. This role focuses on ensuring minimal disruption and maximum efficiency for end-users by managing the installation and maintenance of hardware and software, operating systems, and collaboration solutions. The analyst will also be involved in onboarding and offboarding employees, maintaining technology standards, and collaborating with various stakeholders to enhance operational efficiencies.

Responsibilities

• Provide assistance for internal inquiries from end-users, ensuring exceptional support and service.
• Manage core support infrastructure including collaboration tools, Entra (Active Directory), patching, and endpoint management.
• Maintain technology standards, policies, procedures, metrics, tools, and process optimizations based on industry best practices.
• Collaborate with multiple MSP and IT vendors to ensure service levels are achieved.
• Record, track, and document helpdesk requests and actions taken until resolution.
• Ensure efficient operation of network computing systems and enforce computing standards.
• Work with vendor partners to troubleshoot and resolve issues.
• Research and support new technology capabilities that align with organizational priorities.
• Manage complex technical issues in a fast-paced 24/7/365 environment.
• Ensure a high-quality, consistent user experience across technology platforms.
• Perform hands-on fixes at the desktop level and act as backup to other IT team members.
• Be available after hours to resolve escalated issues.

Requirements

• 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 to meet SLAs.
• Experience in IT Service Management and ticketing systems, preferably ServiceNow.
• Experience supporting computer/software deployments in a remote environment.
• Knowledge of networking concepts and implementations.
• Ability to build reports and establish metrics for technology resource efficiency.
• High degree of confidentiality and discretion.
• Thorough knowledge of Microsoft Windows OS, Microsoft 365 applications, Azure Entra ID, Intune, Teams, and SharePoint Online.
• Experience in supporting PC hardware, software, operating systems, and mobile device management.
• Proficiency in office technology including printing, networking, and audio/visual support.
• Strong troubleshooting skills to independently resolve technical issues.
• Understanding of modern computing technology, systems, and network architecture.

Nice-to-haves

• Familiarity with the full pharmaceutical industry lifecycle.
• Awareness and use of IT Infrastructure Library (ITIL) framework.
• Strong interpersonal communication skills for collaboration in a remote hybrid work environment.

Benefits

• Discretionary annual bonus based on individual and company performance.
• Best-in-class benefits for employees.