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Technical Services Senior Associate, IT Support (JP9267)

Newark, CA · Information Technology
Job Title: Technical Services Senior Associate, IT Support (JP9267)
Location: Newark, CA 94560
Employment Type: Contract
Business Unit: Workplace Enablement
Duration: 6 months with likely extensions
Job posting date: 10/08/2021

3 Key Consulting is hiring a Technical Services Senior Associate for a consulting engagement with our direct client, a leading global bio-pharmaceutical company.

Top 3 Must Have Skill Sets:
  • Networking Skills
  • Windows 10 and Microsoft Office 365 proficiency
  • Strong interpersonal and communication skills
Job Summary:
  • The client is seeking at Information Systems (IS) Support–End User Support to join client Information Systems (IS), working in the Collaboration Team within Digital Workplace Experience (DWX) supporting Collaboration applications.
  •  In this key role, you will work with the team responsible for deploying and supporting WebEx, MIRO, Office 365 and other related technologies and will be responsible for driving and supporting adoption of the collaboration and social capabilities.
  • The incumbent plays a key role to delivering on IS initiatives and is passionate about technology, an internal evangelist/champion that promotes these technologies.
  • They will establish and maintain a positive business relationship with users and other stakeholders of the service and will participate in and/or facilitate cross-functional team meetings to discuss and drive the use of the services and help drive the identification and application of new collaboration tools at client through continuous improvement, communication, and education efforts.
  • The team consists of cross-disciplinary IS professionals who understand how to deliver services that span both infrastructure and applications.
Key Activities for the IS Advanced Support team member include:
  • Basic networking skills (understands basic concepts of network and host addressing such as subnet masks, "well known" ports, MAC addressing, DNS, etc.)
  • Windows 10 proficiency
  • Microsoft Office 365 proficiency
  • Intermediate SharePoint skills and ability to troubleshoot user access problems (e.g., browser cache clearing)
  • Understanding of Active Directory concepts, both local and cloud-based (Azure AD)
  • Able to troubleshoot authentication and authorization issues, such as account lockout, account expiration, MFA, etc.
  • Knows fundamentals of end-user encryption, particularly BitLocker
  • Working knowledge of security basics, such as responding to end-user alerts from anti-virus software or other security software (Windows Defender, Webroot, etc.).
  • Installation of Windows Update patches on user workstations
  • Solid understanding of "end-user" hardware setup (docking stations, USB ports, monitors)
  • Able to independently handle all printer and printer issues (low/no toner, printer connectivity, double-sided printing, scanner functions, etc.)
  • Strong interpersonal and communication skills
  • Help clients learn to build and manage collaboration solutions, including providing technical “how to,” best practices, and local governance
  • Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for
  • Offer recommendations and guidance on how to construct complex solutions.
  • Monitors, troubleshoot, and remediate Information Technology applications, systems and hardware for support related issues
  • Provide technical and non-technical customer focused IT support, develop and maintain relationships within the business, at all levels
  • Evaluate new technology products based on testing metrics and methodology and recommend new technologies that will be helpful to the executive and support staff
  • Independently resolve complex, break-fix issues; solve user problems at the desktop or provides phone support to diagnosis remote customer issues
  • Identify and solve complex system issues with PCs, Macs and mobile devices
  • Serve as a point of contact for all incidents, assuring timely attention and resolution is provided
  • Acts as a main contact for projects involving technical rollouts, office moves, hardware/software upgrades.
  • Participate in training programs designed to educate end users about basic and specialized applications with the ability to explain complex issues in an easy to understand manner
  • Works in a virtual global team environment to provide seamless experiences for traveling executives by collaborating with clients to determine and understand business requirements
  • Perform in depth analysis and provide suggestions based on the business requests
  • Interact with senior leaders and own issues to completion
  • Interactions with company’s Information Security, Identity and Access Management, Records and Information Management teams to ensure solutions are scalable, secure, and optimized to protect company’s information

Basic Qualifications
  • Master’s degree OR
  • Bachelor’s degree and 2 years of Information Systems experience OR
  • Associate’s degree and 6 years of Information Systems experience OR
Preferred Qualifications
  • Bachelor’s degree in Computer Science, Information Systems, Engineering, or Life Sciences
  • 4+ years of formal technical support, help desk or customer success management experience for a technology company
  • Technical background and in depth, hands-on delivery experience with the following technologies:
  • Collaboration Tools (Office 365, Box, One Drive, MS Teams, etc.)
  • Messaging tools
    • SharePoint
    • Skype
    • Audio-Video conferencing technology
    • Devices – mobile, PC, Macs
  • Experience with managing projects using Scrum and Agile methodologies
  • Superb communication, interpersonal skills, and writing skills with ability to understand customer needs
  • Enthusiastic about technology with validated technical capability
    Passionate about customer service and how it can transform businesses
  • Ability to multitask with ease

Employee Value Proposition:
Exposure to global biotech. A great team to work with!

Red Flags: 
  • Cannot commit to stay for 6months in this project
  • Not comfortable speaking with clients over the phone or face to face
  • Not vaccinated
Interview Process: 

One Video Meeting
We invite qualified candidates to send your resume to resumes@3keyconsulting.com. If you decide that you’re not interested in pursuing this position, please feel free to look at other positions on our website 
www.3keyconsulting.com. You are welcome to also share this posting with anyone you think might be interested in applying for this role.

3KC Talent Acquisition Team
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