CRP - IT Service Desk Analyst L2

As an IT End User Support Analyst - Level 2 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 IT Service Desk 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 Service Desk 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.

• Incident Response
• Responsible for level 2 triage, investigation, and resolution of production issues.
• Troubleshooting and resolution of IT issues across a range of technologies
• Collaborate with Level 1 support for resolving tickets timely to meet KPIs including ticket SLA, resolution rate, etc.
• Work closely with Level 3/Level 4 support teams to perform defect triage and resolve production issues when necessary.
  
  
• Maintenance Tasks and Service Requests
• Perform maintenance tasks to assist in day-to-day functionality.
• Respond to service requests effectively and communicate in a timely manner.
• Document and log troubleshooting steps within the ITSM tool.
  
  
• Support Operational Standards, Diagrams, Policies & Procedures
• Effective use of the ticketing system to track, document, and prioritize work, follow up on tickets, and communicate with customers
• Providing guidance on opportunities for improvement of operational standards and procedures.
• Assist in maintaining both internal and user-facing documentation and knowledge articles.
• Strong acumen of industry-standard software and hardware technologies.
• Ability to understand business processes and accessing application data.
  
  
• Participate in IT Projects & Ensure Long Term Drive to Consistency of Operations
• Partner with team members and leadership to provide feedback, improve service, lower costs, and prevent unforeseen operational issues.
• 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.

Skills and Attributes

• Good 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
• Strong customer service focus
• Proven ability to identify and implement continuous improvement initiatives and drive reliability efforts.

Qualifications

• 3+ years of related IT Service Desk experience (Preferred)
• 3+ years of proven technical experience supporting key technologies such as Windows, macOS, Office 365 Suite, end user compute (EUC) technologies, & other industry standard technologies/tools (Preferred)
• 3+ years of proven experience with Active Directory (AD), LDAP & Identity Management Technologies (Preferred)
• 3+ years of proven experience with IT maintenance operations, vulnerability remediation, & management of endpoints (Preferred)
• 3+ years of proven experience providing 2nd level support, remotely and on-site (Preferred)
• 3+ years of proven experience provisioning, configuring, and supporting end-user hardware (Preferred)
• 3+ years of proven experience supporting a global organization (Preferred)
• A minimum of 2 years of experience in Networking (Required)
• Strong problem-solving & analytical skills (Required)
• Understanding of network management and troubleshooting (Preferred)
• Periodically, work outside standard business hours will be required