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Service Desk Analyst (Remote)

General Information

**Location:** Cary, NC, Remote

**Organization:** WCG

**Job Type:** Full Time - Regular

Description and Requirements

**ABOUT WCG:** WCG’s clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health. It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.

**WHY WE LOVE WCG:** At WCG, our employees are our most valuable asset and as with all our assets, we invest in them with an eye toward future success. We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health and to help them make the most of their future.

+ Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts

+ Employee Assistance Programs and additional work/life resources

+ Referral Bonuses and Tuition Reimbursement

+ Paid time off including holidays, vacation, and sick time

+ Opportunities for career development with on-the-job training, certification assistance and continuing education reimbursement

The expected pay range for this position is $16.70 to $24.00. This salary range may vary based on the candidate's qualifications, experience, skills, education, and geographic location.

Hours: 9:00 AM - 5:30 PM ET (East Coast), including a 30-minute lunch

Occasional Overtime: One weekend every six weeks (10:00 AM - 4:00 PM ET, Saturday and Sunday)

JOB SUMMARY:

The IT Service Desk Analyst will support end users by researching and resolving IT hardware and software issues with quality and with a professional manner. The Analyst will monitor work queues to pick up service and issue tickets, track and resolve issues per service level agreements (SLAs), and ensure all end users have a consistent IT support experience. The Analyst will comply with all relevant Service Desk policies and procedures to successfully resolve issues. Off hours support may be needed to support emergency issues.

**ESSENTIAL DUTIES/RESPONSIBILITIES:** To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.

+ Provide Tier 1 IT service desk support to onsite and remote end users on a variety of IT hardware and software issues.

+ Triage IT service desk intake queue(s) and pick up tickets for troubleshooting and resolution, by complying with all relevant helpdesk and IT policies and procedures, in a timely and quality manner meeting SLA/SLO as applicable. When needed, collaborate with internal development teams and 3rd party vendors on the investigation and resolution of issues.

+ Review ticket dashboards, prioritizing work to meet business and IT priorities.

+ Participate in root cause analysis and document solutions to problems in Confluence.

+ Assist in installation of PC software.

+ Respond to off hours support in case of emergencies.

+ Complete required Compliance and job-related training.

+ Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.

EDUCATION REQUIREMENTS:

+ Associate’s degree in computer science or related field preferred

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS:

+ CompTIA A+ and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification preferred

QUALIFICATIONS/EXPERIENCE:

+ **Minimum of 1 year of experience in the following areas:**

+ Help desk/desk side support in a medium to large enterprise with documented policies and procedures

+ Providing Tier 1 support to on-site and remote end users for desktops, laptops, and related desktop devices like docking stations, monitors and peripherals, etc.

+ Hands on experience with Microsoft Windows 7, 10, Office 365, Active Directory, remote desktop assistance software, JIRA or similar IT Service Management ticket management system

+ Strong customer service, analytical and problem-solving skills

+ Able to quickly grasp new concepts, acquire new skills and adhere to documented standards and procedures

+ Strong work ethic with the ability to work independently and with team members in an efficient and collaborative manner

+ High degree of energy, enthusiasm, accountability, initiative and innovation

+ Strong written and verbal communication skills

+ Able to proactively identify opportunities to improve processes and responsiveness in ticket resolution

**SUPERVISORY RESPONSIBILITIES:** None

**TRAVEL REQUIREMENTS:** 0% - 5%

\#LI-REMOTE

\#LI-SA1

**WCG is proud to be an equal opportunity employer** – Qualified applicants will receive consideration for employment based on merit and without regard to race, color, national origin or ancestry, religion or creed, sex, sexual orientation, gender expression, gender identity, age, marital status, family or parental status, disability, genetic information, citizenship, veteran status, or any other legally recognized basis or status protected by federal, state, or local law. WCG complies with the Vietnam Era Veterans' Readjustment Act and Section 503 of the Rehabilitation Act. We promote a "One WCG" culture where all are welcome, respected, valued, and empowered to make a difference every day to advance clinical research.