Updated 2 days ago

IT Support Desk Technician in Washington, DC | Careers at Headquarters, Washington DC

Similar jobs pay
$14.00 - $22.68
Full-time, Part-time

Category Information Technology
Type Full Time
Level 2-Senior Administrator


Pharmaceutical Research and Manufacturers of America (PhRMA) is seeking a service-oriented IT Support Desk Technician to join its Information Technology team. The IT Support Desk Technician is responsible for interfacing directly with users to identify and resolve Tier 1 and Tier 2 issues. The successful candidate should be self-motivated, able to learn quickly, apply acquired knowledge to each support desk situation, and provide stellar customer and technical support.


The IT Support Desk Technician will:

  • Serve as the primary resource for Tier 1/Tier 2 support for a geographically disparate user base
  • Lead triage analysis to troubleshoot, assess risk, and resolve/escalate tickets
  • Coordinate support with other functional leads to facilitate quick resolution of issues
  • Coordinate support for Microsoft Office 365, Intune, JAMF, and Multi-Factor Authentication (MFA) platforms, etc.
  • Perform new hire set-up for accounts/devices and on-boarding activities including new hire IT orientation training
  • Perform off-boarding tasks including disabling accounts, archiving data, retrieving and processing equipment, etc.
  • Create and maintain IT process documentation and internal knowledge base articles
  • Assist with the accurate reporting of IT metrics and statistics
  • Manage IT asset tracking and ensure adequate equipment inventory remains in stock
  • Other assigned support tasks as required

Key Success Factors
PhRMA seeks a proactive and action-oriented individual with a strong orientation toward customer service. Key success factors for this role include a strong team and collaborative focus, interpersonal skills and the ability to communicate effectively with technical and non-technical colleagues. PhRMA operates a mixed Windows and Mac workstation environment.

Professional Experience / Requirements

  • Bachelor's degree or equivalent knowledge and experience
  • Minimum 2+ years of IT support in a fast-paced environment
  • Experience with both Windows and Mac devices, and peripherals
  • Experience with MDM tools Microsoft Intune for PCs and JAMF for Macs
  • Experience providing executive level support
  • Experience supporting Office 365 suite tools along with Azure and on-premise Active Directory
  • Ability to operate all office equipment including but not limited to: computers, telephones, copy machines, fax machines, network and standalone printers, etc.
  • Strong customer relationship and problem-solving skills (independent and able to adjust to changing priorities)
  • Ability to interpret non-technical client needs, proactively identify issues, and coordinate resolutions through successful completion
  • Solid communication skills and ability to explain technical concepts to a non-technical audience
  • Willingness to wear multiple hats and demonstrate a go-getter attitude

Preferred Experience

  • Experience supporting Zoom and Teams collaboration tools
  • Experience using TeamViewer and/or Go-To-Assist remote access platforms
  • Experience using a Support Desk ticketing system to track requests and provide updates to users

About Us

Who we are

The Pharmaceutical Research and Manufacturers of America (PhRMA) represents the country's leading innovative biopharmaceutical research companies, which are devoted to discovering and developing medicines that enable patients to live longer, healthier and more productive lives. Since 2000, PhRMA member companies have invested more than $1 trillion in the search for new treatments and cures, including $91.1 billion in 2020 alone.

Connect with PhRMA
For information on how innovative medicines save lives, please visit: www.PhRMA.org www.Innovation.org www.MAT.org www.Facebook.com/PhRMA www.Twitter.com/PhRMA

What we offer
In addition to a highly competitive salary and bonus program, various opportunities for reward and recognition and a platform of extensive benefits, PhRMA is committed to the development and overall wellbeing of our team members. We offer traditional (medical, dental, vision, flexible spending, life, AD&D, LTD, STD, LTC) and enhanced benefits such as parental leave, a wellbeing program, back-up care, health advocate service, employee assistance program and commuting benefits. We also offer a robust 401k plan with employer contributions upon the first day of hire and immediate vesting, a generous paid time off plan, seven paid holidays (plus inauguration day), half day Fridays preceding holidays and a paid winter break.

We are committed to the growth and development of our team members and offer many learning opportunities including an integrated on-boarding program, best-in-class leadership programming, tuition reimbursement at both the undergraduate and graduate levels, industry on-site and off-site training, and other management/professional development programs. Corporate social responsibility is also important to us at PhRMA. Our team members participate in organization-wide community service activities, fundraising drives and charitable athletic events.

We are committed to supporting our family of professionals at PhRMA and strive to create programs that help our team members manage the challenges of balancing a fast-paced career with their own personal goals.

Equal Opportunity Employer

As the trade association for several leading biopharmaceutical companies, our workforce and culture should reflect the makeup of our clients and the benefactors of our efforts - patients. We at PhRMA are committed to building a culture where diverse people, ideas, and experiences are welcomed, included, and celebrated; where our employees can thrive as they bring their best authentic selves to work every day. PhRMA provides equal employment opportunities to all applicants without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, disability, matriculation, political affiliation or veteran status in accordance with applicable federal, state and local laws governing non-discrimination in employment.

Posting ID: 620946265Posted: 2021-07-29Job Title: Support Desk Technician