Job Information
Norstella IT Support Specialist in Yardley, Pennsylvania
IT Support Specialist
Company: Norstella
Location: Yardley, PA, United States
Date Posted: Jul 4, 2024
Employment Type: Full Time
Job ID: R-367
Description
About Norstella
At Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker—and help patients in need.
Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments to the right patients at the right time.
Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, via our market-leading brands, we help our clients:
Citeline – accelerate the drug development cycle
Evaluate – bring the right drugs to market
MMIT – identify barrier to patient access
Panalgo – turn data into insight faster
The Dedham Group – think strategically for specialty therapeutics
By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India.
Job description
The Technical Operations team deploys and maintains systems, hardware, software, and technology for all business units. Working closely with the IT team, in this role as IT Support Specialist you will be working 2 core days in the Yardley office. You will work with the IT Helpdesk (Hybrid support team) and deliver exceptional support to our colleagues through the helpdesk. Reporting to the Service Delivery manager you will be responsible for issues and escalating where necessary. Provide advanced end user support, design and implement solutions based on team and end user feedback.
Key duties and responsibilities
Identify and implement new technologies for automation of manual tasks
Identify trends in common issues and offer suggestions for mitigation
Support integration following corporate acquisitions
Propose solutions to address complex problems
Be an escalation point for junior team members
Help to train and mentor junior team members
Work closely with internal stakeholders and third-party vendors to complete projects
Maintain a learning mindset
Hardware setup and configuration
Software setup and troubleshooting
Basic network troubleshooting
Joiners and Leavers support
Key requirements
Microsoft Windows/macOS
Microsoft 365 Platform (Exchange, Teams, OneDrive, SharePoint, etc)
Azure Platform (Azure AD, Azure Virtual Desktop, Intune, etc)
Service Desk Implementation and Management
Experience with using a service desk system (ITSM Tool) i.e. ServiceNow, Remedy
MDM Platform Management
Process Improvement and Automation
Create Detailed Documentation, Provide Clear and Effective Communication
Maintain Knowledge Base, Both for Internal Use (Teammates) and External Use (End Users)
Able to deliver and participate in projects
Problem management experience
Event management and moderating (Town halls and sales meeting participation)
Configuration Management Database (CMDB)
Our guiding principles for success at Norstella
01: Bold, Passionate, Mission-First
We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.
02: Integrity, Truth, Reality
We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.
03: Kindness, Empathy, Grace
We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.
04: Resilience, Mettle, Perseverance
We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.
05: Humility, Gratitude, Learning
We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.
Benefits:
Medical and Prescription Drug Benefits
Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA)
Dental & Vision Benefits
Basic Life and AD&D Benefits
401k Retirement Plan with Company Match
Company Paid Short & Long-Term Disability
Paid Parental Leave
Education Reimbursement
Paid Time Off & Company Holidays
The expected base salary for this position ranges from $60,000 to $62,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus.
Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.
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