Systems Support Analyst Raleigh, NC Posted: 4/24/2025
Job Description
Job ID#:
8194
Job Title: Service Desk and Systems Support Analyst Location: Onsite in Raleigh, NC (Monday-Thursday), Remote on Fridays (as business needs allow) Employment Type: Full-time | W2
Company Overview: Alphanumeric is hiring a Service Desk and Systems Support Analyst to support the Raleigh office of a global specialty pharmaceutical company. This is a hands-on IT support role working closely with both local and remote users across the U.S., supporting critical business systems as part of a global End User Services and Configuration Management team.
Position Summary:
The Service Desk and Systems Support Analyst will assist the Service Delivery Manager by providing day-to-day technical support to end users and ensuring reliable operation of information systems. The successful candidate will be responsible for delivering Level 2 support to employees in the Raleigh office and remote workers nationwide. This role focuses on proactive issue resolution, user support, system configuration, and maintenance of IT hardware and software within a fast-paced, regulated environment.
Key Responsibilities:
Provide onsite technical support to business users and remote support via phone and ServiceNow.
Troubleshoot and resolve issues related to PCs, mobile devices, peripherals, printers, and videoconferencing systems.
Support Microsoft 365 suite, MS Teams, and Windows 11 operating systems.
Administer email and user accounts in Active Directory.
Maintain and support conference rooms, printing infrastructure, and network connectivity.
Assist with new hire onboarding and offboarding processes.
Partner with users to identify and implement solutions to recurring technical problems.
Participate in IT project initiatives and work closely with global teams.
Document issues, solutions, and processes using ServiceNow ticketing system.
Job Requirements
Required Qualifications:
1-2 years of experience in IT systems support, service desk operations, or end-user support roles.
Proficiency in troubleshooting Windows 11, Microsoft 365, and Active Directory.
Hands-on experience supporting laptops, desktops, mobile devices, and peripherals.
Experience with ServiceNow or similar ITSM platforms.
Excellent customer service and interpersonal communication skills.
Ability to manage multiple tasks and prioritize in a high-pressure, project-oriented environment.
Willingness to be on-call and work non-standard hours during critical incidents or project rollouts.
Preferred Certifications:
Microsoft Certified Professional (MCP) - Preferred
ITIL Foundation Certification - Preferred
Additional Information:
Travel: Up to 10% (domestic)
Onsite Schedule: Monday through Thursday in-office; Fridays remote (on-site availability as needed)
Competencies:
Strong customer service orientation
Clear, professional communication with technical and non-technical users
Ownership mindset with ability to work independently
Collaborative spirit with global and cross-functional teams
Flexibility to adapt to shifting priorities and project deadlines