Help Desk Analyst

Otsuka America Pharmaceutical, Inc. (OAPI) is a successful, innovative, fast-growing healthcare company that commercializes Otsuka-discovered and other product opportunities in North America, with a strong focus on and commitment to neuroscience, cardiovascular and gastrointestinal therapeutic treatments.

 

Otsuka is seeking a Help Desk Analyst to ensure proper computer operation and maintain computer systems, desktops, and peripherals so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment and actively resolving end user help requests and ensuring optimal workstation performance.  Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

 

 

The specific duties assigned to the Help Desk Analyst are as follows:Field incoming help requests from end users via both telephone and e-mail in a courteous manner.Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in the call tracking system.Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.Build rapport and elicit problem details from help desk customers.Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced Analyst.Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization.Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow-ups to help requests.Evaluate documented resolutions and analyze trends for ways to prevent future problems.  Develop and submit knowledge articles for use by other Help Desk Analyst or end users.

The successful candidate must meet the following minimum requirements:Minimum two years IT experience required.Bachelor's degree preferred.Certifications in A+, MCSE 2003 or MCDST preferred.Knowledge of basic computer hardware, including laptops, tablet PCs, desktops, desktop and network printers and blackberry devices.Experience with desktop and server operating systems, including Windows XP and VISTA. Extensive application support experience with Microsoft Office 2003, Citrix, iPASS and Siebel.Working knowledge of a range of diagnostic utilities.Good understanding of the organization's goals and objectives.Exceptional written and oral communication skills.Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

We offer a competitive compensation and benefits package plus a positive work environment, which encourages personal growth and achievement.

For immediate consideration, qualified candidates should apply online at www.otsuka.com   Click on OAPI, Careers, then Employment Opportunities.  Enter 08-019 for keyword search.  Applicants may also submit resumes via email to humanresources@otsuka.com .  Due to the volume of resumes, only applicants considered for interviews will be contacted. 

 

Otsuka is an Equal Opportunity Employer.