AstraZeneca

Technical Support

Boston, Massachusetts, United States of America

Sponsorship not specifiedDetected 1 day ago

iOSOnboardingCustomer SupportVPNCommunicationCollaborationMicrosoft OfficeMicrosoft Teams

About the role

Technical Support The Technical Support is responsible for delivering day-to-day IT support to employees within their assigned site while providing a high level of customer service. This role serves as the first point of contact for end-user technology issues and works closely with global IT teams to resolve incidents, fulfill service requests, and support
a positive end-user experience. Working within established processes and procedures, the Technical Support Specialist performs front-line support for hardware, software, collaboration technologies, and workplace IT services. More complex issues are escalated to the appropriate support teams while maintaining ownership through resolution. Key

Provide first-line technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.
Perform workstation imaging, software installation, and standard configuration activities.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
Create, update, and resolve incidents and service requests within established SLA and OLA targets.
Maintain accurate documentation of work performed, asset information, and knowledge articles when appropriate.
Perform hardware moves, ads, changes, replacements, and equipment refresh activities.
Support new hire onboarding, employee transfers, and offboarding activities.
Provide hands-and-eyes support for infrastructure, networking, AV, and server teams when requested.
Maintain inventory accuracy by following asset management processes and updating asset records.
Deliver professional, courteous, and timely customer service while building positive relationships with end users.

High School Diploma or equivalent required.
Experience supporting Windows operating systems and Lenovo desktop and laptop hardware.
Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and Office applications.
Experience supporting printers, mobile devices, and common workplace technologies.
Familiarity with ServiceNow or a similar IT Service Management platform.
Ability to prioritize multiple tasks while meeting service level expectations.
Ability to work independently and collaboratively within a team environment.

Associate or bachelor's degree in information technology or a related field.
Experience supporting Apple macOS and iOS devices.
Experience with Microsoft Intune, SCCM, or endpoint management tools.
ITIL Foundation certification or equivalent IT service management experience.
In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics.
Diagnose, troubleshoot, and resolve hardware, software, operating system, and application issues.
Install, configure, replace, and deploy Windows laptops, desktops, and approved peripherals.

Assist users with collaboration technologies, including Microsoft Teams, Zoom, conference rooms, and meeting room equipment.

Escalate unresolved or complex issues to the appropriate support teams while keeping customers informed.

This listing is sourced directly from AstraZeneca's careers page and normalized into a canonical job model.