Windows Support Analyst

Tampa, FL

HOW MIGHT YOU DEFY IMAGINATION?

You’ve earned your degree. How will you use that achievement to reach your goals? Do more with the knowledge you’ve worked hard to acquire and the passion you already have. At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies, reaching over 10 million patients worldwide. Become the professional you are meant to be in this meaningful role.

LIVE

WHAT YOU WILL DO

Let’s do this. Let’s change the world. In this vital role you will provide critical ongoing Windows OS and application support and active monitoring for desktop, laptop and VDI devices and associated processes and follow established processes for escalation when needed.

The candidate must be able to work collaboratively within Amgen IS teams to ensure processes are running efficiently as expected.

Candidate must be self-motivated and autonomous, proficient in communication both written and verbal, and experienced with application support processes.

The person should also be responsible for monitoring the IS Resolver queue's and ensuring that the that incidents are assigned to right team and followed up within a timely manner.

The candidate will work in the Amgen IS / DWX Operations team and will report into the Service Owner for DeskSide Services (DSS).

Monitors Amgen IT End user devices, applications and hardware for abnormal processing conditions, utilizing monitoring tools and operating system logs
Researches and resolves systemic issues and problems with software systems and application compatibility with the standard operating systems and security agents
Responsible for monitoring Device Health, Stability and performance issues and take appropriate action when needed.
Responsible for Ticket queue monitoring for IS Operations and IS Engineering teams and ensuring that tickets are assigned appropriately to correct teams and followed up based on existing SLAs
Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job
Coordinate the build and maintenance of Windows image for end user devices (laptop, desktops and VDI).
Configuration Management for Windows and VDI endpoints using industry-standard tools to meet Security and functionality requirements
Continuously engage application owners to ensure that the applications are up to date.
Analyzes and implements changes or additions to software systems and operations procedures as needed.
Support UAT and pilot testing for new functionality releases
Facilitate user communications and organizational change management when changes are being implemented (outages, upgrades, attribute changes, etc.)
May identify new tools, technology or processes that improve overall processing environment or processing efficiency.
Completes project assignments and ad-hoc project needs commensurate with job expectations.
Collaborate with the Deskside support and other Help Desk teams to identify systemic hardware issues and coordinate investigation and solution implementation
Work with Vendor(s) to investigate and implement transformational process improvements around hardware standards
Provide technical and non-technical customer focused IT support, while developing and maintaining relationships within the business, at all levels
Maintain and provide updates to catalogs and other systems of record

WIN

WHAT WE EXPECT OF YOU

We are all different, yet we all use our unique contributions to serve patients. The IS professional we seek is a Support Analyst with these qualifications.

BASIC QUALIFICATIONS:

Master’s degree OR Bachelor’s degree and 2 years of Information Systems and software, mobile, or web experience Or Associate’s degree and 6 years of Information Systems and software, mobile, or web experience Or High school diploma / GED and 8 years of Information Systems and software, mobile, or web experience

PREFERRED QUALIFICATIONS:

4+ years providing end-user support in a multi-system environment including issue resolution, upgrades/patching, new software evaluation and general management across PC, Mac, Tablet, Smartphones and peripherals.
Ability to address rapidly changing priorities in a fast-paced environment
Superb communication, interpersonal skills, and writing skills with ability to understand customer needs
Enthusiastic about technology with demonstrated technical capability
Passionate about customer service and how it can transform businesses
Demonstrable experience in MS Office Suite & Collaboration tools, including development of advanced Excel spreadsheets, PowerPoint, Teams and SharePoint
Excellent problem-solving, team and time management skills
Resourceful and proactive in capturing information and sharing ideas
Working knowledge of ITIL methodologies and systems including ServiceNow
Understanding of Agile methodologies and DevOps.
Flexibility in supporting global teams

THRIVE

SOME OF THE VAST REWARDS OF WORKING HERE

As we work to develop treatments that take care of others, we also work to care for our teammates’ professional and personal growth and well-being.

Full support and career-development resources to expand your skills, enhance your expertise, and increase your potential along your career journey
A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act
Generous Total Rewards Plan—comprising health, finance and wealth, work/life balance, and career benefits—with compensation and benefits rated above 4 stars (out of 5) on Glassdoor

Join Us

If you’re seeking a career where you can truly make a difference in the lives of others, a career where you can work at the absolute forefront of biotechnology with the top minds in the field, you’ll find it at Amgen.

Amgen, a biotechnology pioneer, discovers, develops and delivers innovative human therapeutics. Our medicines have helped millions of patients in the fight against cancer, kidney disease, rheumatoid arthritis and other serious illnesses.

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other but compete intensely to win. Together, we live the Amgen values as we continue advancing science to serve patients.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Amgen requires all staff in the United States, Puerto Rico and Canada to be vaccinated from COVID 19 as a condition of employment. In accordance with applicable law, Amgen will provide reasonable accommodations to staff members who qualify on the basis of a medical reason or a sincerely held religious belief, practice, or observance. Such accommodation may not pose an undue hardship to Amgen, its operations, or its staff.