Reference #: 1883
Overview

As an IT End User Support Analyst - Level 1 with Certara, you are part of a global, fast-paced IT organization. Our primary mission is to provide capable & resilient world class assistance to professional services, software, and corporate business units, ensuring our team members have the access and ability to perform at the highest level in service of our customers.
The Certara IT Service Desk (CSD) supports all technologies in direct contact with Certara end users, spanning multiple technical disciplines across on/off boarding, hardware provisioning, applications support and management, office technologies (collaboration, networking, printing), and endpoint technologies in the creation of a cohesive and integrated tech stack to support business growth globally.
The role requires a passion for supporting team members and using technology to facilitate a better end user experience for business users. This role is a core member of the CSD and should be comfortable being both hands-on in the actioning of support requests and collaborating with operations and infrastructure team members while ensuring appropriate support of knowledgebase articles and documentation for the greater IT organization with key compliance requirements: SOX, ISO 9001 / 27001, SOC2, etc...
Responsibilities

Incident Response
Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup
Respond to service desk incidents in support of a global organization, conduct basic troubleshooting
Escalate to senior resources when necessary
Maintenance Tasks and Service Requests
Respond to service requests effectively and communicate in a timely manner to install or assist with the installation and set-up of new hardware, software, and peripheral equipment
Imaging and Deploying endpoints for end users
Document workflow in ticket management system
Support Operational Standards, Diagrams, Policies & Procedures
Act as a technical resource of the IT Service Desk while adhering to key operational policies
Assist in maintaining user-facing documentation and knowledge base
Train on appropriate software & hardware used and supported by the Certara Service Desk
Participate in IT Projects & Ensure Long Term Drive to Consistency of Operations
Provide constructive feedback on implementations with the goal of continuous improvement
Participate in projects using various technology solutions in an Agile framework
Actively participate as a strategic member of the technology team, including participating in team meetings
Qualifications

Skills and Attributes
Excellent written and verbal communication skills
Positive attitude
Team player with strong analytical skills and the ability to understand and resolve complex problems
Highly motivated self-starter
Good relationship builder with strong customer service focus

Qualifications
2+ years working on an IT Service desk supporting life sciences, professional services and/or software development organizations
Technical experience across one or more vendors: Microsoft, Apple, Google
Experience with Active Directory (AD), LDAP & Account Authentication
Understanding of network management and troubleshooting
Certara bases all employment-related decision on merit, taking into consideration qualifications, skills, achievement, and performance. We treat all applicants and employees without regard to personal characteristics such as race, color, ethnicity, religion, sex, sexual orientation, age, nationality, marital status, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.

Certara is an Equal Opportunity Employer. Certara does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.