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AstraZeneca · 2 hours ago

Senior IT Technical Support

New York, NY

Full-time

Hybrid

Senior Level

AstraZeneca is seeking a Senior IT Technical Support professional to deliver high-quality end-user services and technical leadership for local site operations. The role involves providing hands-on and remote support, AV technology troubleshooting, and dedicated services for C-suite/VIP users to ensure reliable systems and timely incident resolution.

BiopharmaBiotechnologyHealth CareMedicalPharmaceuticalPrecision Medicine

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Provide hands‑on and remote support (desk‑side, Genius Bar/AskIT); deliver white‑glove services for C‑suite/VIP users; act as the first point of escalation and a reference point in specialized areas; mentor junior staff

Independently diagnose and resolve complex AZ systems/application issues; manage incidents, root‑cause analysis, and service change requests; support transition and change planning; meet SLA/OLA and customer satisfaction targets

Support local infrastructure "hands and eyes" activities; set up, troubleshoot, and operate AV/meeting room technologies (conference rooms, telepresence, hybrid meetings); perform hardware imaging for desktops/laptops; maintain configuration management data; ensure compliant patch and anti‑virus levels; manage local Service Introduction and support models; act as focal point for local applications

Liaise with global IT teams and non‑IT stakeholders; consult on planned/unplanned downtime; conduct analysis and produce quality service reports; align implementations to architectural standards

Mitigate risk from obsolete platforms via hardware/system lifecycle management; review policies and processes with enhancement recommendations; contribute to the Operations Computing Service Improvement Portfolio; support local team performance and adherence to OCS policies

Qualification

End-user servicesAV technology troubleshootingWindows/macOS imagingITSM toolsITIL Foundation/IntermediateMicrosoft/Mac adminEndpoint managementStakeholder managementAnalytical reportingMentoring/coaching

Required

Proven track record in end‑user services, hands‑on and remote support, AV tech troubleshooting, and white‑glove C‑suite/VIP service; enterprise incident/problem management and site infrastructure support

Windows/macOS imaging, endpoint management and patching, AV systems (meeting room hardware, conferencing platforms), network fundamentals, configuration management (CMDB), ITSM tools (e.g., ServiceNow)

Executive‑level communication and discretion, stakeholder management, mentoring/coaching, analytical reporting, customer focus, and continuous improvement mindset

Preferred

ITIL Foundation/Intermediate; Microsoft/Mac admin; endpoint management (Intune/SCCM); AV vendor/platform certifications

Company

AstraZeneca

Glassdoor4.1

AstraZeneca is a pharmaceutical company that discovers, develops, manufactures, and markets prescription medicines. It is a sub-organization of Investor.

Founded in 1999

Cambridge, Cambridgeshire, GBR

10001+ employees

https://www.astrazeneca.com

H1B Sponsorship

AstraZeneca has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (2)

2020 (11)