Job Description

Job Summary

As a Sr. IT Analyst based in San Francisco, you’ll be one of the go-to technical resources for the affiliates we support in our Shared Services team. In this hybrid role, you’ll provide hands-on support for a wide range of hardware, software, and cloud services in a Microsoft-centric environment. You’ll work closely with experienced staff to document legacy processes, resolve day-to-day IT issues, and proactively identify opportunities to automate and streamline support. Your strong communication skills, initiative, and growth mindset will help ensure a seamless technology experience for our users.

This position is responsible for providing technical assistance and support related to the company’s IT operations, activities, systems and users across multiple sites. This includes responding to support needs, executing troubleshooting steps, gathering information, isolating problems, escalating issues, monitoring systems availability, managing tickets and meeting SLA’s. Candidates should have a mix of technical and customer service skills. These functions are performed in support of the company’s users, systems, facilities and data centers.

Responsibilities

• Provide operational and end user support for IT systems and activities, including:

Windows AD, Azure, and AWS environments

Server deployment, management and monitoring

Audio-Visual systems, including Poly equipment and Teams Rooms

Telephony systems, including Teams Voice and mobile devices

O365 services, including Exchange Online, Intune, SharePoint, Teams

User accounts and permissions

Printers and copiers

• Shadow senior team members to extract and document tribal knowledge, focusing on undocumented processes and troubleshooting steps.
• Identify repetitive support tasks and propose self-service or automation solutions.
• Provision, deprovision, install, maintain, and support users, applications and devices. Coordinate repair of company devices.
• Provide technical support, guidance, and training to users.
• Troubleshoot and diagnose hardware and software problems. Ensure full resolution within a timely manner.
• Ensure adherence to corporate standards.
• Monitor and report system performance.
• Maintain system and training documentation. Perform log review and maintenance.
• Assist and coordinate with other members of the IT team.
• Perform other related duties as assigned.

This position is primarily located in our San Francisco office, supporting multiple offices, including local and remote users and requires occasional travel to supported sites.

General office environment: Ability to sit for long periods of time and to move about an office.

Supervisory responsibility: None

Qualifications/Required

Knowledge, Experience and Skills:

• Background in O365 applications and services, including Microsoft Office, Teams, Exchange, SharePoint, Intune, Power Apps, etc. Experience with Jira, Adobe and Sage is helpful.
• Background in end user support & training. Excellent customer service and interpersonal skills, including the ability to communicate technical information, both verbally and written, to a wide range of users.
• Experience in IT systems and network administration, including specific knowledge of Windows Server and Microsoft Azure. Experience with AWS is helpful.
• Experience in a broad range of IT systems (hardware, software, printers, firewalls, routers, etc.).
• Must be self-motivated, and possess the ability to work reliably and responsibly, both independently and in a team environment.
• Excellent troubleshooting, problem solving, critical thinking and analytical skills. Excellent attention to detail, and good work habits under pressure.
• Readily adaptable to the changing needs of the business, with ability to manage multiple priorities.
• Ability to collaborate with multiple parties to solve problems.
• Ability to prepare reports, conduct investigations, and review documents/logs.
• Ability to learn and support new and fast-changing technologies.
• Ability to use sound judgement, identify next steps to be taken, and develop appropriate solutions

Educational Qualifications:

• Bachelor’s Degree in relevant field or other relevant professional experience.
• 5+ years of network administration and helpdesk experience.
• IT certifications or equivalent experience.
• Formal education in a business field is preferred.

Pay Range:

The starting base pay for this position in the San Francisco Bay area is as shown below. The actual base pay is dependent upon a variety of factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This position is also eligible for a discretionary annual bonus, paid time off, and a benefits package including but not limited to company-sponsored medical, dental, vision, and a generous 401(k) match.

$120,000/year - $140,000/year

Disclaimer:

This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka America, Inc. reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Otsuka America, Inc. is an equal opportunity employer. All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation, if you are unable or limited in your ability to apply to this job opening as a result of your disability. You can request reasonable accommodations by contacting HR@otsuka-america.com.

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