Job description

Job Title: Service Desk and Systems Support Analyst Location: Onsite in Raleigh, NC (Monday–Thursday), Remote on Fridays (as business needs allow) Employment Type: Full-time | W2 Company Overview: Alphanumeric is hiring a Service Desk and Systems Support Analyst to support the Raleigh office of a global specialty pharmaceutical company. This is a hands-on IT support role working closely with both local and remote users across the U.S., supporting critical business systems as part of a global End User Services and Configuration Management team. Position Summary: The Service Desk and Systems Support Analyst will assist the Service Delivery Manager by providing day-to-day technical support to end users and ensuring reliable operation of information systems. The successful candidate will be responsible for delivering Level 2 support to employees in the Raleigh office and remote workers nationwide. This role focuses on proactive issue resolution, user support, system configuration, and maintenance of IT hardware and software within a fast-paced, regulated environment. Key Responsibilities: • Provide onsite technical support to business users and remote support via phone and ServiceNow. • Troubleshoot and resolve issues related to PCs, mobile devices, peripherals, printers, and videoconferencing systems. • Support Microsoft 365 suite, MS Teams, and Windows 11 operating systems. • Administer email and user accounts in Active Directory. • Maintain and support conference rooms, printing infrastructure, and network connectivity. • Assist with new hire onboarding and offboarding processes. • Partner with users to identify and implement solutions to recurring technical problems. • Participate in IT project initiatives and work closely with global teams. • Document issues, solutions, and processes using ServiceNow ticketing system. Required Qualifications: • 1-2 years of experience in IT systems support, service desk operations, or end-user support roles. • Proficiency in troubleshooting Windows 11, Microsoft 365, and Active Directory. • Hands-on experience supporting laptops, desktops, mobile devices, and peripherals. • Experience with ServiceNow or similar ITSM platforms. • Excellent customer service and interpersonal communication skills. • Ability to manage multiple tasks and prioritize in a high-pressure, project-oriented environment. • Willingness to be on-call and work non-standard hours during critical incidents or project rollouts. Preferred Certifications: Microsoft Certified Professional (MCP) - Preferred ITIL Foundation Certification - Preferred Additional Information: Travel: Up to 10% (domestic) Onsite Schedule: Monday through Thursday in-office; Fridays remote (on-site availability as needed) Competencies: • Strong customer service orientation • Clear, professional communication with technical and non-technical users • Ownership mindset with ability to work independently • Collaborative spirit with global and cross-functional teams • Flexibility to adapt to shifting priorities and project deadlines

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