Job Description
Merck is a global leader in healthcare and technology, seeking an Associate Specialist in Technical Support to join their Information Technology group. This role involves providing on-site and off-site technical support for senior executives, ensuring their technology needs are met efficiently and effectively. Responsibilities Provide on-site and off-site technical support for the company’s most Senior Executives 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 Skills High School Diploma or GED required Minimum of 1 year of experience supporting internal desktop systems software and hardware, application training, and overall incident ownership and management Must quickly and effectively diagnose, and resolve issues related to Macintosh, PC's, mobile devices, printers, and video conferencing etc Must be 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 Must maintain confidentiality in supporting and improving executive-level needs Must understand and adhere to the Company's policies, and controls in accordance with the Company's Risk Management Guidelines Must log all incidents and service requests into the call logging tool to track and monitor metrics, diagnose chronic issues, and follow up Must lead resolution requiring cross-functional support, working closely with other towers leads, operational and engineering staff, and other subject matter experts to resolve issues Must possess excellent client-facing skills and strong capacity to communicate and build trusted relationships Must be able to work with external service providers and deliver the right services at the right time in a rapidly changing business environment Must be tenacious, with excellent follow-up and attention to detail Must have excellent customer service skills, analytical troubleshooting abilities, and strong verbal and written communication skills to be able to produce clear and concise information Must work well within a team environment and keep management informed on all issues Experience working in support of desk-side services with specific focus on supporting executive levels and their assistants Experience supporting Microsoft Desktop/Laptops, Apple technologies devices and network connectivity Experience with Jabber and Microsoft Outlook/Exchange, including advanced troubleshooting Advanced knowledge of iOS and Android mobile devices and experience with MDM solutions Benefits Medical Dental Vision healthcare Other insurance benefits (for employee and family) Retirement benefits, including 401(k) Paid holidays Vacation Compassionate and sick days Company Overview Merck is a biopharmaceutical company that offers medicines and vaccines for various diseases. It was founded in 1891, and is headquartered in Rahway, New Jersey, USA, with a workforce of 10001+ employees. Its website is