Executive IT Support – Associate Specialist, Service Delivery/Management

Job Description

Our Global End User Services team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We are seeking energetic, forward-thinking professionals to join our Information Technology group in NJ and PA. As part of that team, you will have the opportunity to work with global teams to identify and tackle the biggest opportunities and challenges at the intersection of healthcare, information and technology. Overall, our Executive Support Program (ESP) offers technology professionals incredible opportunities to learn from others across the globe, to challenge themselves, and to enjoy a reward that technology careers don’t often bring: the satisfaction of helping to save lives.

The Specialist will be part of a high-performing global team responsible for managing the stability and proactive maintenance of our Company's 750 Executives. As a member of the Executive Support team, the successful candidate will be responsible for collaborating internationally to deliver the services and solutions that help our Executives to be more productive and enable innovation.

The Executive Support technician will be the first point of contact for our Company Executives in the New Jersey and Pennsylvania offices. The role requires a high level of technical proficiency and requires an individual with executive presence and strong communication skills. Must quickly and effectively diagnose, and resolve issues related to Macintosh, PC’s, mobile devices, printers, and video conferencing etc. Our Company is looking for an individual who is customer-focused, passionate about the end-user experience, enjoys challenging themselves constantly to improve, and empowering the end-user community by providing IT knowledge and tools.

Essential Duties & Responsibilities

• Provide on-site technical support for the company’s most Senior Executives.

• The Executive Support Technician will be the front line of corporate technology, implementations, new technologies, and preparing teams for use and supporting technologies through their lifecycle.

• Resolve technical issues and challenges quickly and effectively with minimal disruption to the Executive.

• Enhance the technology experience of the Executives by showing them how to best leverage technology tools to deliver productivity and efficiency benefits.

• Develop close business relationships and demonstrate expert-level ability to inspire trust and become the “go-to “person for all the Executives technology needs.

• Maintain confidentiality in supporting and improving executive-level needs.

• Stay “on trend” in order to best recommend solutions and products that enhance the Executive’s productivity, needs, and expertise.

• Analyze technology issues and trends, determine root causes and troubleshoot for resolution.

• Understand and adhere to the Company’s, policies, and controls in accordance with the Company’s Risk Management Guidelines.

• Identify risk-related issues needing escalation to management.

• Setup conferencing equipment modern technologies.

• Test audio/video quality prior to meetings.

• Log all incidents and service requests into the call logging tool to track and monitor metrics, diagnose chronic issues, and follow up.

• Lead resolution requiring cross-functional support, working closely with other towers leads, operational and engineering staff, and other subject matter experts to resolve issues.

Experience, Skills & Knowledge

• High School Diploma

• Five years’ experience supporting internal desktop systems software and hardware, application training, and overall incident ownership and management.

• Three years’ experience working in support of desk-side services with specific focus on supporting executive levels and their assistants.

• Three years’ experience supporting Microsoft Desktop/Laptops, Apple technologies devices and network connectivity.

• Two years’ experience with Jabber and Microsoft Outlook/Exchange, including advanced troubleshooting.

• Advanced knowledge of iOS and Android mobile devices and experience with MDM solutions.

• Experience with McAfee (full disk encryption, antivirus) and SCCM for endpoint management and software delivery

PERSONAL Characteristics

• Must be comfortable working under pressure and supporting C Level Executives

• Must possess excellent client-facing skills and, strong capacity to communicate and build trusted relationships.

• Be able to work with external service providers and deliver the right services at the right time in a rapidly changing business environment.

• Tenacious, with good follow-up and attention to detail.

• Excellent customer service skills, analytical troubleshooting abilities, and strong verbal and written communication skills to be able to produce clear and concise information. Work well within a team environment and keep superior informed on all issues.

MSJR

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities, and Security.

Who we are …

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada, and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

In a world of rapid innovation, we seek brave Inventors who want to make an, Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit, and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth.

Invent. Impact. Inspire.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

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Relocation:

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Requisition ID:R124320