General Information

Location: Princeton, NJ

Organization: WCG

Job Type: Full Time - Regular

Description and Requirements

Why work at WCG? There are so many reasons to join the WCG family!
We offer very competitive salaries and bonus opportunities, plus an extremely comprehensive bonus package - one of the best in the industry! It's our mission to help streamline and make clinical trials more efficient, so you'll be a part of some of the most cutting-edge therapies and science that is helping to make the world a better place! 

Vaccination:
To be considered for U.S.-based positions unless currently employed by WCG, where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received or be willing to receive the COVID-19 vaccine by start date.


As an IT Service Desk Analyst you will support end users by researching and resolving IT hardware and software issues with quality and with a professional manner. The Analyst will monitor work queues to pick up service and issue tickets, track and resolve issues per service level agreements, and ensure all end users have a consistent IT support experience. The Analyst will comply with all relevant Service Desk policies and procedures in order to successfully resolve issues. Off hours support may be needed to support emergency issues.

Education Requirements:
  • Associate’s degree in Computer Science or related field preferred
Certifications/License/Registration Requirements:
  • CompTIA A+ and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification preferred

What You Will Bring:
  • 3+ years of helpdesk/desk side support experience in a medium to large enterprise with documented policies and procedures.
  • 3+ years of experience providing Tier 1 support to on-site and remote end users for desktops, laptops, and related desktop devices like docking stations, monitors and peripherals, etc.
  • 3+ years of hands on experience with Microsoft Windows 7, 10, Office 365, Active Directory, remote desktop assistance software, JIRA or similar IT Service Management ticket management system.
  • Strong customer service, analytical and problem-solving skills.
  • Able to quickly grasp new concepts, acquire new skills and adhere to documented standards and procedures.
  • Strong work ethic with the ability to work independently and with team members in an efficient and collaborative manner.
  • High degree of energy, enthusiasm, accountability, initiative and innovation.
  • Strong written and verbal communication skills.
  • Able to proactively identify opportunities to improve processes and responsiveness in ticket resolution.

Your Role: 
  • Provide Tier 1 IT service desk support to onsite and remote end users on a variety of IT hardware and software issues.
  • Triage IT service desk intake queue(s) and pick up tickets for troubleshooting and resolution, by complying with all relevant helpdesk and IT policies and procedures, in a timely and quality manner meeting SLA/SLO as applicable. When needed, collaborate with internal development teams and 3rd party vendors on the investigation and resolution of issues.
  • Review ticket dashboards, prioritizing work to meet business and IT priorities.
  • Participate in root cause analysis and document solutions to problems in Confluence.
  • Assist in installation of PC software.
  • Respond to off hours support in case of emergencies.
  • Complete required Compliance and job-related training.
  • Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
  • Attendance and punctuality are essential functions of the position.

Travel Requirements: 
  • 5% - 10%

What We Offer:
WCG offers competitive base pay and an annual bonus with a comprehensive benefits package (one of the best in the industry!). You will also work with excellent teams in an environment that thrives on innovation and forward-thinking. Looking for advancement? WCG offers many growth opportunities within the company through internal promotion! Benefits include:
  • Robust medical, dental and vision plans within 30 days of employment
  • 20 PTO days to start and 12 paid holidays annually
  • Matching 401K program
  • Tuition reimbursement
  • Much, much more!!!

Commitment to Diversity & Inclusion:
WCG is very proud to be an equal opportunity employer! Qualified applicants will receive consideration for employment without regard to race, color, national origin or ancestry, religion or creed, sex, sexual orientation, gender identity, age, marital status, disability, genetic information, citizenship, veteran status, reprisal or any other legally recognized basis or status protected by federal, state or local law. 


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