Overview

As a leading global animal health company, Elanco delivers innovative products and services to improve the health of pets and farm animals around the world because we believe making animals’ lives better, makes life better. Since 1954, we have provided solutions that support veterinarians, farmers and pet owners to advance our vision of Food and Companionship Enriching Life. Elanco’s promise to employees: Together, we foster an inclusive culture where everyone can make a difference, encouraging ownership, growth and well-being.

 

Desktop Support Analyst, NA IT Site Operations

 

Work Location: Position is in our corporate headquarters, which is currently in Greenfield, IN. Elanco Animal Health will be moving to a new headquarters in downtown Indianapolis in 2025 (Q1 2025).

 

The Desktop Support Analyst will support local Information & AV Technology infrastructure and services including hardware, software, video conferencing, networking, printing as well as support internal stakeholders in our U.S. and Canadian affiliates.

 

Responsibilities:

  • Accountability for IT workplace and infrastructure operations (workplace technologies, conference rooms & AV technologies, user & executives support, assets, incidents, office apps and systems) in the USA and Canada.
  • Provide standard and non-standard technical support to end-users in response to specific requests.  Utilizes established operating procedures to review and resolve end-user technology issues; troubleshoots and resolves standard and non-standard hardware and software problems, as well as coordination of IT service providers when needed.
  • Provide training on hardware and software for end-users; performs and supports testing and documentation activities. Documents operational problems; communicates with vendors, users, and other IT staff.
  • Provide dedicated (“white glove”) support for members of top management (executives) including in-the-office and outside-the-office board-, shareholders- and executive meetings.
  • Ensure PRINT services in NA with contribution to the Global PRINT.
  • Ensure MS Teams support model.
  • Perform moves, adds and changes.
  • Partner with site(s) & business stakeholders (especially Executives, Facility, Communications, IT)
  • Own, manage and execute local IT infrastructure projects (including Workplace and AV domains within the  “Skyline-New Head Quarters” /new office project).
  • Advise and coordinate the work of a “last mile hands on support” representative in Canada.
  • Manages and maintains local assets and configuration items in ServiceNow.
  • Ensure local adoption and usage of global and regional IT policies, procedures and systems.
  • Helps establish and monitor metrics on service delivery and customer satisfaction.
  • Zoom digital signage administration and support.
  • Support facility management systems such as Genetec security, Metasys or similar BMS (building management), Honeywell monitoring and FedEx/UPS shipping systems.
  • Manage vendors; Oversee and improve service providers performance.
  • Travel to offices/ job sites for short term project support

 

Required Qualifications / Knowledge

  • Bachelor’s degree in Computer Science, Information Technology or related field
  • 5+ years of experience providing end-user IT support with a proven ability to setup and support hardware, peripheral devices, software, video conferencing, and operating systems. Organizations with more than 500 users.
  • 5+ years of experience with incident and request management system like ServiceNow.
  • 3+ years of experience supporting executives and VIPs.
  • 3+ years of experience with IT Project management and IT Projects execution.
  • Ability to analyze problems or malfunctions to ensure timely resolution.
  • Knowledge and Experience in IT Infrastructure, Workplace/PC and Device Technologies (Dell Laptops, Windows 10 and 11 Operating Systems, Windows Apps, O365, MS TEAMS Room, IOS and IOS devices, video conferencing technologies such as Owl Labs and Logitech Rally).
  • General working knowledge and experience in supporting IT Infrastructure, e.g., networking technologies (switches, Wi-Fi, cabling…) and telecommunications.
  • Knowledge and Experience in AV infrastructure and tools (Monitors, Audio, Digital Signage, Conference rooms).
  • Ability to identify, plan, install and support off-site meetings and conferences, as needed.
  • Experience in Incident, Change, Problem management (e.g. ServiceNow as a working platform)
  • Experience in Asset Management.
  • Working with end users with passion, with great willingness to help and solve problems, with great professionalism.
  • Building trust and trusted relationships.
  • Ability to work with external partners and suppliers.
  • Negotiation and communication skills.
  • Understanding of how to align service delivery needs with business goals.
  • Availability for 24/7 on-call support.
  • Excellent interpersonal and communication skills.

 

Certificates:

  • ITIL​ (Preferred)
  • Microsoft Workplace/Server/Azure environment certificates (Preferred)
  • CCNA or similar (preferred)

 

Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status

Tagged as: MID LEVEL

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