Helpdesk Technician

About the Department
Dicerna, a Novo Nordisk company, is focused on driving innovation in RNAi (ribonucleic acid interference) to selectively target and silence genes that cause or contribute to disease. Our proprietary GalXC™ and GalXC-Plus™ RNAi technologies have the potential to address conditions that are difficult or impossible to treat with other modalities. Established as a Transformational Research Unit (TRU) following Novo Nordisk's acquisition of Dicerna Pharmaceuticals, Inc. in December 2021, the Dicerna TRU is a unique new organization within Novo Nordisk that brings together the best of both worlds - the agility, collaborative pioneering spirit and calculated risk-taking profile of a biotech along with the scale, resources and capabilities of a global leader in drug development. With approximately 200 researchers, scientists, drug developers and operational staff, we are a team of inventive and entrepreneurial thinkers pushing the boundaries of science to create and drive new RNAi-based therapies for both rare and more prevalent diseases from the bench to the clinic. Together, we are driving change. Are you ready to make a difference?
The Position
The Helpdesk Technician will be responsible for supporting the daily operations of the IT Helpdesk, assisting users in multiple locations as well as employees in the field. The Helpdesk Technician will also be responsible for escalating incidents to specialized support if needed. The position calls for outstanding technical, documentation and communication skills along with the ability to thrive in a fast-paced growing company. The role is high visibility and high customer-touch, so an upbeat, positive attitude combined with a passion for delivering first in class IT services is essential to success.
Relationships
Reports to the Senior Helpdesk Manager, Information Technology.
Essential Functions

• Be the First Point of Contact for end users with IT related incidents and requests (via phone, Ticket system and walkup)
• Assist users with technical issues related to peripheral devices (keyboard, mouse, monitors, laptop, etc.) including hardware replacement
• Leverage an ITSM to manage all incidents and requests to ensure that work is completed to the customers satisfaction in a timely manner and according to the Service Level Agreements (SLAs)
• Work directly with IT Helpdesk level 2 and level 3 support teams for mission critical issues and adhere to department escalation policy
• Configure Active Directory and Azure Active Directory accounts
• Assist in the use of enterprise imaging
• Manage Exchange Online mailboxes, distribution groups and calendars
• Participate in small internal projects as directed by the Senior Helpdesk Manager
• Contribute to end-user self-help knowledge base, create technical bulletins to serve as job aids and expand the knowledge base for handling support issues
• Provide first level support for audio and visual equipment for conference rooms
• Support the employee onboarding processes including training end users, imaging laptops, and deploying hardware
• Support and distribute company-owned mobile devices
• Carrying a company issued mobile phone is required during working hours
• Manage support calls for printer break/fix services
• Consult with manager on material decisions
• Work with manager to identify corrective and mitigating steps to reduce future incidents and ticket volume

Physical Requirements
Position based in the Boston Research & Development hub. Valid driver's license, ability to lift 50 lbs.
Qualifications

• Education Level: High School Diploma requires; Technical certification, Associates Degree, or B.S. preferred. Microsoft, A+, Network+, or other relevant certification(s) a plus
• Experience Level: 1+ years of relevant experience
• Preferred Experience/Skills:
• Experience with working in the pharmaceutical industry and regulated environments
• Ability to handle multiple tasks in a fast-paced environment with strong attention to detail
• Microsoft Windows Operating systems
• Apple iOS Systems
• Experience working with local Active Directory and Azure
• Ability to present formal training and assistance to end users
• Working knowledge of the administration of Microsoft Office 365 application suite
• Ability to provide clear and logical thought processes to identify root causes of incidents
• Experience working with enterprise Anti-Virus technologies such as Trellix
• Experience in installing Windows based applications using a software distribution tool
• Experience in working with enterprise Mobile Device Management technologies
• Working knowledge and understanding of network technologies such as TCP/IP, DNS, DHCP, VPN, routers, and switches
• LAN-based imaging
• Ability to understand and adhere to systems security and control procedures in accordance with departmental, and corporate standards
• Demonstrated skills in time management, scheduling, and task prioritization to meet deadlines and goals
• Desire to learn new technologies
• Outstanding customer service provider
• Automox, SmartDeploy and FreshService experience a plus

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we're life changing.
Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.
If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.