DescriptionTechnical Support Specialist
Why Norstella? Norstella unites market-leading companies that all have a shared goal of improving patient access. Each organization (Evaluate, MMIT, Panalgo, Citeline and The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making.
Together, we help our clients:

• Assess the market need and competitive landscape
• Know precisely which drugs to prioritize in their portfolios
• Find out where the launch difficulties will be—before they’re difficulties
• Track and improve market access post-launch

By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. At Norstella, we don’t just deliver information and insights. We deliver answers you can act on.
The Role:
The Technical Operations team deploys and maintains systems, hardware, software, and technology for all business units. Working closely with the IT team, in this role as IT Support Specialist you will be working 2 core days in the Yardley office. You will work with the IT Helpdesk (Hybrid support team) and deliver exceptional support to our colleagues through the helpdesk. Reporting to the Service Delivery manager you will be responsible for issues and escalating where necessary. Provide advanced end user support, design and implement solutions based on team and end user feedback.
Responsibilities:

• Identify and implement new technologies for automation of manual tasks
• Identify trends in common issues and offer suggestions for mitigation
• Support integration following corporate acquisitions
• Propose solutions to address complex problems
• Be an escalation point for junior team members
• Help to train and mentor junior team members
• Work closely with internal stakeholders and third-party vendors to complete projects
• Maintain a learning mindset
• Hardware setup and configuration
• Software setup and troubleshooting
• Basic network troubleshooting
• Joiners and Leavers support

Requirements:

• Microsoft Windows/macOS
• Microsoft 365 Platform (Exchange, Teams, OneDrive, SharePoint, etc)
• Azure Platform (Azure AD, Azure Virtual Desktop, Intune, etc)
• Service Desk Implementation and Management
• Experience with using a service desk system (ITSM Tool) i.e. ServiceNow, Remedy
• MDM Platform Management
• Process Improvement and Automation
• Create Detailed Documentation, Provide Clear and Effective Communication
• Maintain Knowledge Base, Both for Internal Use (Teammates) and External Use (End Users)
• Able to deliver and participate in projects
• Problem management experience
• Event management and moderating (Town halls and sales meeting participation)
• Configuration Management Database (CMDB)

The expected base salary for this position ranges from $60,000 to $62,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus.
Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment.
Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you.