Technical Services Specialist II

Technical Services Specialist II
Req#: 51930026




At Elan, we hold a fundamental belief that our science has the potential to improve patients? lives. Our pipeline of developing compounds and investigative therapies reflects our commitment to bring innovative products to patients with unmet needs in the areas of neurodegenerative diseases, autoimmune diseases and severe pain.




Elan?s commitment to patients is reflected in all that we do: we are a company driven by the knowledge that our work is important and the desire to make a difference. Elan offers prospective employees exciting challenges, unique opportunities for career growth, and a fast-paced environment that emphasizes innovation and achievement.


Primary Objective of Position:
Under the direction of the Technical Services supervisor, the Technical Support Analyst is responsible for first and second level system support. Duties include providing on call support which may require after hours or weekend support of users; installing and maintaining desktop hardware and software; maintaining problem tracking databases; and developing operating instructions and support documentation. Special emphasis is given to constantly improving the call handling and resolution process.



Major Duties/Responsibilities:
- 20% Assists in daily operations including, but not limited to, telephone support, diagnosing problems, and completing regularly scheduled activities.
- 20% Logs problem calls and resolutions.
- 10% Understands the general technical requirements of assigned applications.
- 10% Troubleshoots, diagnoses and identifies failing/failed components through use of testing procedures, instruments, diagnostic software.
- 5 % Has overview understanding of the Company's business.
- 5% Requiring working knowledge of hardware, operating systems, shrink-wrap applications.
- 5% Researches and resolves complex, technically oriented user problems.
- 5% Able to instruct system users on basic application and personal productivity software functions in an informal setting.
- 5% Create new user network and exchange email accounts for Corporate users
- 5% Communicates resolution to appropriate IS staff and system users.
- 5% Assists with defining policies and procedures, and works to constantly improve call handling and resolution process, and the call handling support infrastructure.
- 5% Ability to start /finish and deliver successful projects.

Travel:
5 %

Minimum Education Requirements:
B.S./B.A. in Computer Science, Information Systems, Telecommunications or equivalent experience preferred

Minimum Experience Requirements:
- A minimum of 3 years experience in PC software and hardware support
- MS-Office Professional, All Windows Versions, MS-Exchange experience
- Experience in preparing and presenting basic software training information
- Able to plan and carry out work independently, relative to assigned priorities.

Skills/Abilities:
- Possess basic understanding of personal productivity software and Company application software
- Experience with MS Office 2003 products
- Consistently demonstrates a high level of integrity and professionalism.
- Possess excellent problem solving and communications skills, especially over the telephone
- Possesses good interpersonal skills and attention to customer service.
- Possesses ability to work effectively in a high-stress, fast-paced environment.
- Adheres to Company standards and methodology.
- Adheres to company confidentiality and security requirements.
- Communicates effectively.
- Be patient, diplomatic, and remain calm in communicating with others
- Be reliable, respond to emergencies, and able to work beyond normal working hours with very short notice
- Be responsible for own, on-demand transportation between company sites

Special Training:
Customer service skills training or certification



 

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