End User Services Technical Analyst II

Job Summary:

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.

Key Responsibilities:

The End User Services Technical Analyst II will be responsible for partnering with the functional leadership across the organization to lead the following:

• 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.

Qualifications:

• 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.
  
  
• This position must be able to work East Coast hours.

Location Classification On-Site:

This role will be required to work onsite 5 days a week.

Compensation:

The expected salary range for this position is $75,000 $93,000. 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.