Eli Lilly and Company · 1 day ago
Associate - IT Service Desk Agent
Indianapolis, IN
Full-time
Onsite
Entry Level
$64K/yr - $152K/yr
1+ years expEli Lilly and Company is a global healthcare leader headquartered in Indianapolis, Indiana, focused on making life better for people around the world. They are seeking an IT Service Desk Agent to provide exceptional support to employees by diagnosing and resolving IT-related issues while promoting self-service solutions and automation.
BiotechnologyHealthcarePharmaceuticalHealth CareMedical
No H1B
Responsibilities
Be the first point of contact for IT-related issues via chat and phone support
Diagnose and resolve device, application, and access-related problems using great customer service and remote desktop tools
Leverage endpoint management platforms to perform real-time diagnostics and issue resolution
Guide users to resolution through AI chatbot and other self-help channels
Promote adoption of AI-powered workflows to reduce avoidable contacts and improve efficiency
Document troubleshooting steps and identify gaps in knowledge base content
Create and manage tickets in ServiceNow with complete issue context and configuration item linkage
Collaborate with escalation teams to ensure smooth ticket handoff and timely resolution
Maintain ticket hygiene and ensure accuracy of support data
Use endpoint tools and chatbot transcripts to identify recurring issues and service improvement opportunities
Contribute to feedback loops that inform automation, knowledge base updates, and process enhancements
Qualification
Required
Bachelor's degree in computer science, Information Systems, or a related technical field and 1–2 years of experience in IT support or service desk roles in a corporate or global environment
Obsession with great customer support
Strong communication, troubleshooting, and problem-solving skills
Working knowledge of ITSM platforms (e.g., ServiceNow), remote desktop tools, and end-user support technologies
Familiarity with enterprise systems such as Windows, macOS, VPN, Office 365, and ServiceNow
Ability to navigate digital tools, automation flows, and remote support platforms
Cultural awareness and sensitivity to provide inclusive and empathetic support across diverse regions
Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1
Preferred
Certifications such as CompTIA Network+ or Microsoft Certified: Modern Desktop Administrator are a plus
Benefits
Company bonus
401(k)
Pension
Vacation benefits
Medical, dental, vision and prescription drug benefits
Flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts)
Life insurance and death benefits
Certain time off and leave of absence benefits
Well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)
Company
Eli Lilly and Company
We're a medicine company turning science into healing to make life better for people around the world.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6.5B2024-02-12Post Ipo Debt· $6.5B
1978-01-13IPO
Leadership Team
David Ricks
Chair, CEO
Lucas Montarce
Executive Vice President and Chief Financial Officer
Recent News
2026-02-12
Genetic Engineering News
2026-02-12
Company data provided by crunchbase