Associate Specialist , Technical Support (Rahway, NJ)

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