Global Support Specialist I

THE POSITION:

As a Global Support Specialist l you will be using your technical and customer service skills to deliver technical support services. Well rely on you to keep staffers and our business running smoothly. You will be the first point of contact for our service requesters and the face of IT. Youll be using your multi-tasking expertise to provide superior customer service support for desktop laptop and mobile device issues. You will be relied upon to provide level one issue resolution service call creation and issue classification. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Performing entry level IT tasks which includes password resets basic system configuration troubleshooting and initial application access or performance analysis. 
• Routing incoming incident and service requests to the appropriate support group 
• Maintaining accurate and timely records in issues tracking system 
• Maintaining service desk knowledgebase support documentation 
• Participating in professional development and team improvement initiative 
• Demonstrate a commitment to diversity equity and inclusion through continuous development modeling inclusive behaviors and proactively managing bias.
• All other duties as assigned.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position please contact Human Resources.

EXPECTATIONS OF THE JOB:

• Individual will be expected to analyze end user hardware operating system and business application issues 
• Communicate professionally and effectively with users to understand issues and propose solutions 
• Effectively manage service desk workload to meet publishing business SLAs 
• Regularly attend team meetings and provide content relating to current project status and knowledge transfer activities 
• Must have the ability to address system issues both on and off hours
• Monday through Friday in office
• 40 hours per week

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications :

MINIMUM KNOWLEDGE SKILLS AND ABILITIES:

The requirements listed below are representative of the experience education knowledge skill and/or abilities required.

• Minimum of 1-year technical support experience with superior customer service supporting desktops laptops mobile devices and related applications within an ITSM service desk system 

PREFERRED QUALIFICATIONS:

• Knowledge of Windows Server environment Windows desktop terminal server/thin client deployment hardware troubleshooting network security network administration and phone systems 
• Knowledge of Microsoft 365 and Office applications 
• Knowledge of Apple IOS and OSX environments 
• Experience using an IT Service Desk platform preferably Service Now. 
• Knowledge of network connectivity protocols and security devices to include VPN troubleshooting 
• Ability to be on-call for critical off-hours support 
• Experience in the life science or health industry is a plus

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach grasp stand and/or sit for long periods of time (up to 90% of the shift) walk talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet with frequent interruptions and multiple demands.

Additional Information :

OUR CULTURAL BELIEFS:

Patient Minded I act with the patients best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone anywhere anytime to achieve results.

Communication Matters I speak up to create transparent thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites unsolicited e-mails or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANAs inception Diversity Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths experiences and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity but also age disability status veteran status sexual orientation religion and many other parts of ones identity. All of our employees points of view are key to our success and inclusion is everyones responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process please contact us at .

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