Systems Support Analyst

Virtual Visa: USC and GC Onsite: St. Petersburg, FL (Local)

Provide first-level technical support for hardware, software, network, and application issues.

Troubleshoot and resolve incidents in compliance with defined SLAs; escalate complex issues as appropriate.

Install, configure, and maintain IT equipment including desktops, laptops, printers, and peripherals.

Use ITSM tools (e.g., ServiceNow) to manage incidents, service requests, and maintain accurate ticket documentation.

Support IT procurement and vendor coordination (e.g., cable installation, copier support, e-waste disposal).

Deliver general site support, including 1st-level assistance for network, server, and telecom issues.

Replace and rebuild hardware components as necessary.

Assist with the deployment, testing, and rollout of new systems and updates.

Communicate technical solutions clearly to end users and stakeholders.

Maintain IT inventory and support compliance with Standard Operating Procedures (SOPs).

Provide site-specific updates and status reports regularly.

Be available for on-call support during off-hours and emergencies.

Perform other related duties as assigned.

4+ years of direct technical support experience

Familiarity with ITIL processes and service delivery frameworks

Proficiency in troubleshooting Windows OS, Microsoft Office Suite, and basic network systems

Experience with ITSM tools such as ServiceNow

Strong verbal and written communication skills

Ability to interpret and follow technical instructions in various formats

CompTIA A+, Network+, MCP, or MCSE certifications preferred

Experience in a pharmaceutical manufacturing or laboratory environment is a plus