Hardware and Software Support Analyst

The Tier 2 Software/Hardware Support Analyst will join the application support team dedicated to maintaining and enhancing the functionality of critical applications at customer intake centers for a global pharmaceutical client. This role requires a strong ability to troubleshoot both hardware and software issues, collaborate with local site personnel, and support a global infrastructure environment. The individual will be accountable for meeting operational metrics and SLAs to ensure optimal user satisfaction in a high-demand, healthcare-focused environment. Experience supporting plasma centers or related healthcare environments is a plus.

What You Will Do:
As a Tier 2 Software/Hardware Support Analyst, you will:

• Provide Tier 2 support for software and hardware applications, managing issues that arise within critical customer intake centers and ensuring alignment with established SLAs.
• Use ServiceNow or similar incident management systems to track, manage, and resolve support requests efficiently.
• Interface directly with end users to understand and address their software and hardware concerns, providing responsive and clear solutions.
• Coordinate with local site personnel to configure business applications, hardware, and related infrastructure, including support for occasional off-hour and on-call needs.
• Collaborate effectively within a team environment to drive consistent service delivery, providing proactive solutions to prevent recurring issues.

Key Responsibilities:

• Deliver technical support for software and hardware across a global infrastructure, with a primary focus on Windows 10 and 11 operating systems and server hardware.
• Troubleshoot, diagnose, and resolve Tier 2 issues with business-critical applications used at intake centers.
• Engage in daily interactions with internal users, supporting diagnostic, lab, or plasma center settings, and ensuring systems are configured for seamless operation.
• Support and maintain operating metrics through structured workflows and documentation, ensuring SLA adherence.
• Ensure effective use of ServiceNow or other incident management tools, managing incidents from identification through to resolution.

Qualifications:

• Demonstrated experience in software/hardware support within global infrastructure environments, preferably with a pharmaceutical or healthcare client.
• Proficiency with ServiceNow or similar incident management tools.
• In-depth knowledge of Windows 10 and 11 operating systems, as well as experience with server hardware configuration.
• Proven experience supporting lab users, diagnostic centers, or plasma center environments is highly beneficial.
• Strong problem-solving and team collaboration skills, with accountability for service metrics and operational goals.
• Flexibility to provide on-call support as needed.

Who you will be working for:
Atlas is a global strategic consulting firm focused on the life sciences industry. Our services include Management Consulting, Managed Services, and Agile Services. Global pharmaceutical companies and emerging players in the Life Sciences depend on over four hundred Atlas consultants to ensure they have the capabilities that will give them the ability to succeed.
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Why join the Atlas A-team of Consultants:

• Opportunity - Atlas has deep life sciences industry roots and a reputation with our clients for having superior quality consultants.
• Meaningful Work - You will be part of the solution to help clients accomplish their patient-first missions.
• Culture - We are proactive, highly accountable, and high touch.
• Solid - We have been delivering exceptional consulting talent for over 23 years.
• Depth & Breadth of Collaborative Client Relationships – They depend on us to design strategic teams which can produce and drive outcomes.
• We are experts at Project Management, Portfolio Operations, Agile Services, Change Management, and Talent/Organizational Design.

Benefits: Opportunity for a consulting career – average tenure of our consultants is over 2.5 years, with many here for over 7. A-team of support behind you – We are all about making you successful. Mutual trust – We build mutual trust and encourage respect and cooperation among team members.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status. We value diversity and inclusion in our workplace and are committed to creating an environment where everyone has an equal opportunity to succeed.