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System Support Analyst, Executive Support

Foster City, CA 94404

Posted: 09/10/2024 Employment Type: Contract Job Category: Technology Job Number: 614097 Is job remote?: No Country: United States

Job Description

Reporting to the Manager or Sr. Manager of IT Operations, the IT System Support Analyst will optimize employee productivity by effectively managing and supporting enterprise infrastructure applications and services under the Infrastructure & Operations team. The position will support Executives, and also be the primary contact for day-to-day IT support for our AWS remote users.  They will support the delivery of technology services that support and improve business processes for remote users. This position is also a technical, hands-on role supporting various GxP and G&A systems, including HRIS, CLM, CTMS, Clinical, Biometrics, Quality, and other enterprise business systems, primarily Cloud/SaaS or hosted on-prem on our Amazon Web Services (AWS) IaaS environments. Help coordinate IT support at MSLs in the delivery of incident and service request management.  

The successful candidate will be part of the Operations Team, responsible for supporting the company's employees, contractors, and vendors in a Windows Enterprise environment.  This candidate will join a team of technicians reporting to the Manager or Director of Infrastructure Operations and will serve as a key player in providing quality support for remote and local employees.   

Essential Functions of the job:
Technical Support
 
  • Strong skills with MacOS, JAMF Administration, and Windows 11
  • Must be well versed in all aspects of O365 administration, including Exchange, SharePoint, and Teams.
  • Provide hands-on administration and tier 2 support of enterprise systems in an infrastructure as a service (IaaS) platform such as AWS and Azure and cloud/SaaS applications.
  • Responsibilities include designing, developing, securing, administering, supporting, managing, and defining/implementing the IT-wide support model and service/request catalog for infrastructure application solutions.
  • Responsible for administering the mobile device management (MDM) and mobile application management (MAM) platforms (Intune); Microsoft Teams, Polycom A/V, and Zoom Webcasting services; OneDrive and other file sync and share tools.
  • Broad understanding of systems operations change management, systems management, user support, and service desk methodologies.
  • Manage and provide system administration support of a growing list of enterprise infrastructure applications.
  • Proactively plan and implement application upgrades, maintenance fixes, and vendor-supplied patches.
  • Support and management of:
    • Desktops, laptops, and mobile devices (Windows/ Mac OSX, Android, iOS, or similar).
    • Shared resources such as printers, shared workstations, conference rooms, projectors, and   telephones.
  • Videoconferencing equipment (Cisco/Polycom/Zoom/Teams).
  • Remote user support via phone and remote management tools, including VPN, Terminal Services, and Remote desktop connections.
  • Build, configure, maintain (patch), repair, and manage new and existing employees' systems.
  • Experience with Voice over IP (VoIP) phone systems (Microsoft Teams).
  • Experience with enterprise application implementations and/or migrations to the cloud.
  • Experience with a virtualized environment in a distributed infrastructure.
  • Analyze user enhancement requests to deliver solutions focused on establishing and improving business processes, addressing process gaps, and enabling the organization's automation and growth.
  • Provide technical support during the application installation, upgrades, and migrations.
  • Help execute validation test scripts, perform testing sequences, and change controls.

Customer Service:
  • Proficiency in Excel, Word, Project, Visio, and PowerPoint.
  • Sound administration and interpersonal skills. Must be able to interact in a team environment.
  • Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines. Ensure the Service Level Agreement performance standards are met.
  • Generate customer-facing documents. Runbooks, training aids, quick reference guides, and other aids to make customers self-sufficient.
  • Recommend and produce procedures and standards to improve the quality and delivery of service to customers.
  • Has a high degree of diplomacy with the ability to see and rationalize multiple points of view.
  • Proactive behavior when faced with pending or potential service issues. 
Education/Certifications/Experience: 
  • Prefer Associate Degree in Computer Science or 4 years relevant IT experience.
  • Prefer IT Certifications such as CompTIA A+, Network+, ITIL Foundation, HDI Tech Support Professional.
  • 2+ years of experience in IT support activities with a focus on VIP/Executive level support.
  • 5+ years of hands-on experience supporting Microsoft desktops/laptops, Apple and Android mobile devices such as iPads, tablets, iPhones, etc.
  • Ability to absorb and retain information quickly and to present ideas in a user-friendly language.
  • Proven analytical and problem-solving abilities
  • Exceptional customer service skills
Computer Skills:   Windows 11, Office 365, AWS, SCCM, Intune, JAMF, Mac OSX, MDM, Active Directory, Windows Server administration, and Linux server administration.

Other Qualifications:  Service Now, Remedy, or other ITSM tools.

TRAVEL, PHYSICAL DEMANDS, AND WORK ENVIRONMENT:
  • Standing or sitting for long periods may be necessary.
  • Some lifting (greater than 50 pounds) will be necessary.
  • Occasional travel between sites as needed.
 

The staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly and never provide banking information during the application process. Candidate safety is a top priority at Planet Pharma.

Planet Pharma and The Planet Group of Companies are equal opportunity employers. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.

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About Foster City, CA

Discover your next career opportunity in the vibrant job market of Foster City, California! Nestled in the heart of the San Francisco Bay Area, Foster City presents a perfect blend of scenic beauty and bustling industry. With top-notch companies, such as Visa and Gilead Sciences, calling this region home, job seekers can find a plethora of growth opportunities in various fields like technology, biotech, and finance. Explore job listings in this charming city known for its picturesque lagoons, beautiful parks like Leo J. Ryan Park, and the iconic Foster City Shell Mound. Indulge in the diverse culinary scene, catch a show at the Hillbarn Theatre, and cheer for the local sports teams like the San Francisco Giants at Oracle Park. Begin your career journey in Foster City today!

Although this hasn't been an issue at Planet Pharma, the staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly and never provide banking information during the application process. Candidate safety is a top priority at Planet Pharma.