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Posted: Friday, September 22, 2017 10:43 AM

Company Overview Sancilio & Company, Inc. (SCI) is a biopharmaceutical company focused on Advanced Lipid Technology (TM) (ALT) and complimentary products. Unlike most research stage companies, SCI has developed a portfolio of commercialized products that are developed, manufactured and distributed by our own dedicated people in our own cGMP manufacturing facilities. Description This position will be responsible for supporting the organization's mission, vision, and values by exhibiting the following behaviors: excellence and competence, collaboration, innovation, respect, commitment to our community and clients, accountability and ownership. Provides courteous, timely, and effective resolution of end user phone and computer support issues. Deals with a diverse group of important external clients and internal contacts at all levels of the organization. Independent judgment is required to plan, prioritize, and organize diversified workload, recommends improvements in job function and procedures. Duties and Responsibilities Handles incoming support requests to the Help Desk via telephone, in person and via e-mail, ensuring courteous, timely, and effective resolution to end user issues. Records support requests in the ticketing system. Complete support requests with applicable information including resolution and asset tracking information. Supports key service level goals including response time, end user satisfaction, and end user productivity Escalates items of concern, open issues, tickets and/or identified patterns to supervisor. Resolves complex computer software and hardware problems by performing advanced trouble shooting and problem solving abilities. Installs and configures Company standard applications. Perform desktop & laptop setup, upgrades, support, maintenance, and deployments (desktop, laptop, mobile devices) as necessary. Resetting user passwords and access. Follows processes and procedures as defined in Helpdesk manual and organizational Policies and Procedures. Sets up, supports, and troubleshoots phones; including office, conference, and cellular phones. Provides support for Audio/Visual equipment. Create users in Active Directory and other internal systems based on departmental guidelines. Performs internal customer service functions by answering employee requests and questions. Assist in inventory of all PC related assets. Always maintain confidentiality of company-sensitive data. Monitor, test and document fixes to ensure problems have been adequately resolved. Assist customers with installation, operational, maintenance, and/or training related inquiries for products and applications. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Consistently meets SLA's for requests according to guidelines Other duties as assigned Knowledge, Skills and Abilities A high standard of technical ability including various program languages eg PHP, ASP, HTML, JavaScript, Flash (action script 2 & 3), XML, XSLT Experience of working in a client support role preferable Excellent written and spoken communication skills English required Customer service minded Solutions oriented with good problem solving skills Professional approach Results driven Attention to detail Proactive and take initiative Team player Self-motivated Hands on approach Flexible approach Ability to working towards strict deadlines Interface This position will interact with both internal and external customers Security Requirements The selected individual must be able to successfully pass a background and drug screening as a condition of employment. The selected individual must also meet eligibility and suitability requirements. Physical Demands The physical demands described here, typical to that of an office environment, are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to see, talk and hear. The employee frequently is required to sit and use hands along with fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. The employee may frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. Work Environment The work environment, typical to an office environment, characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Some travel may be expected. Infrequent travel in support of business activities may be required. Educational / Work Experience Bachelors Degree Required Experienced in but not limited to sever management, MS Exchange, Sharepoint (structure, permissions and usage), NEC network phone systems, HPLC lab equipment and software (Agilent and Perkins Elmer), configuration of new computers and users as needed, restructuring of database information and upgrade our existing structure to allow for company growth in the future. This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with it. Sancilio and Company, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other criteria the consideration of which is made impermissible by applicable law.


• Location: Riviera Beach, West Palm Beach

• Post ID: 66777757 westpalmbeach is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017