Job Title: Service Desk and Systems Support Analyst Location: Onsite in Raleigh, NC (Monday-Thursday), Remote on Fridays (as business needs allow)
Employment Type: Full-time W2
Company Overview: Alphanumeric is hiring a Service Desk and Systems Support Analyst to support the Raleigh office of a global specialty pharmaceutical company. This is a hands-on IT support role working closely with both local and remote users across the U.S., supporting critical business systems as part of a global End User Services and Configuration Management team.
Position Summary: The Service Desk and Systems Support Analyst will assist the Service Delivery Manager by providing day-to-day technical support to end users and ensuring reliable operation of information systems. The successful candidate will be responsible for delivering Level 2 support to employees in the Raleigh office and remote workers nationwide. This role focuses on proactive issue resolution, user support, system configuration, and maintenance of IT hardware and software within a fast-paced, regulated environment.
Key Responsibilities: - Provide onsite technical support to business users and remote support via phone and ServiceNow.
- Troubleshoot and resolve issues related to PCs, mobile devices, peripherals, printers, and videoconferencing systems.
- Support Microsoft 365 suite, MS Teams, and Windows 11 operating systems.
- Administer email and user accounts in Active Directory.
- Maintain and support conference rooms, printing infrastructure, and network connectivity.
- Assist with new hire onboarding and offboarding processes.
- Partner with users to identify and implement solutions to recurring technical problems.
- Participate in IT project initiatives and work closely with global teams.
- Document issues, solutions, and processes using ServiceNow ticketing system.
Job Requirements
Required Qualifications: - 1-2 years of experience in IT systems support, service desk operations, or end-user support roles.
- Proficiency in troubleshooting Windows 11, Microsoft 365, and Active Directory.
- Hands-on experience supporting laptops, desktops, mobile devices, and peripherals.
- Experience with ServiceNow or similar ITSM platforms.
- Excellent customer service and interpersonal communication skills.
- Ability to manage multiple tasks and prioritize in a high-pressure, project-oriented environment.
- Willingness to be on-call and work non-standard hours during critical incidents or project rollouts.
Preferred Certifications: Microsoft Certified Professional (MCP) - Preferred
ITIL Foundation Certification - Preferred
Additional Information: Travel: Up to 10% (domestic)
Onsite Schedule: Monday through Thursday in-office; Fridays remote (on-site availability as needed)
Competencies: - Strong customer service orientation
- Clear, professional communication with technical and non-technical users
- Ownership mindset with ability to work independently
- Collaborative spirit with global and cross-functional teams
- Flexibility to adapt to shifting priorities and project deadlines