Help Desk Tech II

Do you enjoy taking ownership and resolving customer technical problems quickly?

Can you help us to ensure a high-availability technical environment?

About Us

LexisNexis, a part of RELX, is a leading global provider of legal, regulatory, and business information. We help customers increase productivity and improve decision-making and outcomes. Our 10,500 experts and innovative tools help us shape a better world for our customers and communities.

About our Team

LexisNexis Reed Tech brings clarity to innovation for businesses worldwide. We enable innovators to accomplish more by helping them make informed decisions, be more productive, comply with regulations, and ultimately achieve a competitive advantage for their business. Our Reed Tech suite of SingleSource™ for Medical Devices, SingleSource™ for Drug Products, and Navigator™ for Drug Labels enables life sciences companies to create product data management strategies and meet compliance deadlines on time. We are proud to directly support and serve these innovators in their endeavors to better humankind. For more information, please visit www.reedtech.com

About the Role

As a Help Desk Tech you will be providing technical support as a specialist, you will be the primary escalation point for a team of Help Desk Support Specialists. You will provide technical assistance to customers by answering and resolving problems in person, by telephone, or by email. You will troubleshoot and resolve desktop, laptop, printer, hardware, software, operating system, email, and related issues.

Conditions of Employment:

• You must be a U.S. citizen to qualify for this position.

• You must successfully pass a background investigation and achieve Public Trust security clearance.

• ******HYBRID POSITION*******Home Based within 2 hours drive of Horsham Location required

Responsibilities

• Configuring and setting-up workstations and laptops for our on-site customers

• Answering internal and external customer inquiries for hardware and software issues and resolving problems swiftly

• Managing the monitoring, support and troubleshooting for our infrastructure and operating issues involving failures, degradation and event-correlation

• Initiating corrective actions to resolve connectivity and minimize downtime ensuring availability of our IT environment to customers

• Developing detailed technical documentation and standard operating procedures to provide process and procedure information and best-practice

• Collaborating with cross-functional technical teams and vendors to provide prompt problem escalation and resolution and reduce down-time

Requirements

• Have experience of backup procedures

• Have experience with Office365

• Have a good understanding and experience of software monitoring tools

• Have excellent interpersonal skills and the ability to build effective working relationships with teams across our organization

• Have great organizational skills when dealing with multiple priorities and issues

• Have excellent troubleshooting skills and be able to resolve IT infrastructure and operational issues

• Have good verbal and written communications skills and able to produce technical documentation and Standard Operating Procedures

• Have experience of performing hardware and software installations, configuring desktops and laptops, and troubleshooting issues

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your wellbeing and happiness are key to a long and successful career, as this role is global, benefits may vary according to your location. These are some of the benefits we are delighted to offer:
-Health care plans and benefits
-Modern Family Benefits, including maternity, paternity, adoption and surrogacy
-Life assurance and accident policies
-Comprehensive pension and retirement plans
-Access to learning and development resources
Your recruiter will advise you on the benefits package for your location

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.  

U.S. National Base Pay Range: $48,900 - $81,500. Geographic differentials may apply in some locations to better reflect local market rates. This job is eligible for an annual incentive bonus.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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