Helpdesk Analyst

This position offers a great opportunity for an IT professional seeking to join a high-performing, cross-functional IT department at a rapidly growing, publicly traded life sciences company. The ideal candidate will have experience supporting end users in a Microsoft centric environment. This person will be an integral part of organizing and executing on several continuous improvement projects. Experience with cybersecurity tools and methodologies is a big plus.  

• Provide front line support for onsite and remote employees by assisting with their IT-related issues and requests, providing guidance on software and cloud applications, operating systems, and hardware.
• Perform daily ticket intake and ticket queue management. Provide timely attention to all service requests, ensure clear and succinct internal ticket notes, and properly assessing urgency and impact of issues. Timely follow-up with end users, close monitoring of ticket status and progress, and excellent communication with end-users and internal team are essential to be successful in this role.
• Provide excellent customer service by effectively communicating with users, understanding their needs, and ensuring their satisfaction.
• Provision and deploy end user workstations, laptops, iPads, and desktop accessories for new hires; performs hardware refresh on pre-determined cycle in our Microsoft Autopilot/Intune environment.
• Create and manage user accounts, permissions, and access levels in various systems and applications. This includes but not limited to, user account administration, e-mail, telephony, cloud-based applications and resources.
• Collaborate closely with HR to facilitate a seamless onboarding experience for new hires. Collect requirements from hiring managers, and prepare accounts, hardware, and software prior to the new hire's first day. On their first day, provide the necessary equipment, conduct orientation, and ensure that new employees feel productive andsupported..
• Develop and maintain documentation of common issues, solutions, and procedures to help streamline support processes and provide knowledge to other team members.
• Assemble and conduct end user training on technology and new hire orientation.
• Adopt a collaborative approach to foster business relationships and create opportunities.
• Continuous identification of process improvements and efficiencies.

• Minimum 1-3 years previous experience in a technical support role, helpdesk, or customer service environment is preferred; life sciences/pharmaceutical industry big plus.
• Associates or bachelor’s degree in IT or equivalent field preferred.
• Proficiency in various operating systems like Windows 10/11 and Apple iOS.
• Familiarity with common software applications, such as Microsoft Office Suite, email clients, helpdesk ticketing systems, and remote desktop tools. Basic understanding of computer hardware components, peripherals, network concepts including TCP/IP, DNS, DHCP, and VPN. A motivated self-starter who can independently plan, organize, and work, as well as collaborate as part of a team. 
• Excellent verbal and written communication skills to effectively assist and interact with users.
• Proven track record troubleshooting and resolving issues related to hardware, software, and peripherals efficiently.
• Excels at assisting users with varying levels of technical expertise, ensuring they feel supported and informed.
• Customer-oriented mindset with the ability to remain patient and courteous, even under pressure.
• Ability to prioritize tasks and manage time efficiently, especially when handling multiple support requests in this fast-paced role.
• Strong attention to detail for time sensitive business requests and makes smart decisions to ensure minimal user impact for their regular workday.
• Ability to create and maintain clear and concise documentation for common issues, solutions, onboarding, and training for employees on IT systems.Resourceful and willing to continuously learn, adapt, and seek new technologies, tools, and best practices.
• Experience with SOX compliance, enterprise desktop management, mobile device management, cybersecurity tools and incident response processes are a big plus.
• Competencies: Customer Service focus, Teamwork & Collaboration, Problem Solving, Professionalism, Written and Verbal Communications, Attention to Detail
• Working Conditions:
  • Position may require periodic evening and weekend work, as necessary to fulfill obligations.
  • Prolonged periods of sitting, standing, bending, and
  • Must be able to lift and transport at least 25
  • Vision requirements include: close, distance, peripheral, color, depth perception, and the ability to adjust Computer use: Up to 90% of the time.
  • Noise conditions: Normal office environment
  • This is a hybrid role based in Xeris’ Chicago office and requires a minimum of four days per week in the office. On-site requirement may change at management’s discretion.

#LI-HYBRID

As an equal employment opportunity and affirmative action employer, Xeris Pharmaceuticals, Inc. does not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, genetics or any other characteristic protected by law.  It is our intention that all qualified applications are given equal opportunity and that selection decisions be based on job-related factors.

The anticipated base salary range for this position is $75,000 to $105,000. Final determination of base salary offered will depend on several factors relevant to the position, including but not limited to candidate skills, experience, education, market location, and business need. This role will include eligibility for bonus and equity. The total compensation package will also include additional elements such as multiple paid time off benefits, various health insurance options, retirement benefits and more. Details about these and other offerings will be provided at the time a conditional offer of employment is made. Candidates are always welcome to inquire about our compensation and benefits package during the interview process

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.