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Sr. Analyst, IT Support - United States  

Incyte (company)


Posted on : 07 June 2017

Project Description

This position is responsible for responding to and successfully fulfilling select IT Service requests, as well as proactively identifying improvement opportunities in client environments. Specific activities include:  client device configuration and deployment; hands-on training of users regarding configuration and tools; Service desk support and resolution; and Service Management deployment and ongoing adoption.

Summary of the Essential Functions of the Job
  • Responsible for the support of desktop, laptop and lab client computer images; including C-Level Executive Suite support.  
  • Responsible for the support of end user mobile devices including iOS devices. 
  • Responsible for client restores and hardware troubleshooting. 
  • Responsible for adhering to SDLC and Service Desk protocols and procedural mechanisms including incident management, change control, and documentation. 
  • Responsible for administering and implementing various monitoring systems and maintaining alert systems. 
  • Responsible for upgrades, hotfix installation, patch management and client updates. 
  • Responsible for contributing to ongoing service excellence initiatives by maintaining and/or improving service levels, and proactively identifying improvement opportunities. 

Minimum Requirements
  • Bachelor's degree or equivalent experience 
  • Experience with service desk support functions, including responding to and fulfilling service requests within service level parameters. 
  • Experience with special projects including large-scale deployments of new technologies, large relocations, and resulting triage and support requirements. 
  • Experience with various technical environments including servers, personal computers, backup units, routers, switches, wireless, LAN/WAN, VoIP Phones, printers, and smart phones. 
  • Experience with various operating systems and client applications including Windows (Windows 7, Windows 8, Windows 10), Active Directory, DHCP, TCP/IP, SCCM, IIS, SharePoint, VPN, VMware, Office 2010-2013, Skype for Business, and remote desktop software. 
  • Experience with hands-on client training across full array of supported environments, including web and video conferencing facilities. 
  • Experience with process control, technical documentation & compliance procedures. 
  • 5-10 years of Service Desk support and increasingly diverse responsibilities. 
  • 5-7 years? experience supporting C-suite level executives and dedicated administrative staff. 
  • Flexible to work extended hours with little notice, and be available on call when needed, including nights and weekends. 
  • Occasional travel required, approximately 10%.