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IT Help Desk Associate

Company: Arena Pharmaceuticals
Location: Boston
Posted on: June 12, 2021

Job Description:

Arena Pharmaceuticals is driven to deliver novel, transformational medicines with optimized pharmacology and pharmacokinetics to patients globally. Arena's proprietary pipeline includes multiple potentially first or best-in-class assets with broad clinical utility.

The Opportunity:

The Help Desk Associate will report to the Director of Global IT Infrastructure & Security and will provide hardware and software support to Arena employees and contractors, both in-house and remote.

What You Will Dive Into:

  • Provide support and resolution of problems pertaining to client PCs, laptops, scanners, printers, copiers, and devices for both onsite and remote users.
  • Utilize Service Desk ticketing system to create, assign, triage and determine escalation path and provide thorough documentation on ticket resolution.
  • Investigate and troubleshoot applications, operating systems, and peripherals.
  • Ensure prompt response and escalation for all system outages/issues, providing updates to management and end users.
  • Manage Active Directory, including but not limited to user creation, deletion, permissions, and password resets.
  • Configuration of new computers and applications for deployment, which may include physical installation of computers, docking stations, monitors, telephones, and miscellaneous peripherals.
  • Service printer and copier issues such as driver updates, driver installation, scan to file and email
  • Perform maintenance of client computers as scheduled.
  • Remediate virus and malware incidents, following security incident management procedures.
  • Support mobile devices, including iPhone/iPad and Android.
  • Support company audio/video solutions, including digital signage, room schedulers, and video conferencing
  • Manage IT asset inventory, which may include local procurement duties.
  • Assist with troubleshooting local network issues, as required.

What We Expect:

  • 7+ years' experience supporting IT users and systems.
  • Bachelor's degree preferred but not required.
  • Experience required with Windows 10, Office 365, and IT ticketing platforms.
  • Experience with Okta and Zoom preferred.
  • Experience with IT troubleshooting, PC imaging, supporting PC and Mac hardware, installing software, and setting up/configuring mobile devices.
  • Excellent customer service and interpersonal skills.
  • Vendor management experience a plus.
  • Ability to work outside normal business hours if required to include evenings and weekends.
  • Occasional travel within the USA may be required.
  • Ability to lift up to 50lbs.

What We Offer:

  • To be part of a growing company and fantastic team passionate about developing novel drug therapies to improve people's lives
  • Opportunities to learn and contribute to creative solutions
  • Competitive compensation package including long-term incentives
  • Comprehensive health insurance (highly subsidized cost sharing on all medical plans)
  • Generous matching 401k retirement plan
  • Flexible time off policy and holidays including two company-wide shut-down periods each year
  • Multi-cultural work environment
  • Company celebrations

Arena celebrates and supports our differences and is proud to be an Equal Employment Opportunity and workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Arena is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance due to a disability, you may contact us at

By submitting a resume for consideration, applicants verify that they have read Arena's Applicant Personal Information Privacy Notice.


Keywords: Arena Pharmaceuticals, Boston , IT Help Desk Associate, Other , Boston, Massachusetts

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