Associate - Support Services

Organization Overview

Tech at Lilly builds and maintains capabilities using pioneering technologies like most prominent tech companies. What differentiates Tech@Lilly is that we redefine what's possible through tech to advance our purpose - creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver creative solutions in every area of our business.

The Digital Core team leads Lilly's transformation into the Digital and AI era. They inspire digitally empowered teams to new ways of working and accelerate innovation and agility. This team powers and advances the entire company by building and maintaining world class technology capabilities and platforms.

Use your Windows/Mac/iOS expertise to solve challenging problems.

Lilly is looking for an IT Analyst with expertise in Windows and Macs. Are you a self-starter who has a passion for finding technical solutions to improve productivity while also delivering world class customer service? Are you determined to deliver impactful, secure IT solutions while providing superior user experience? If so, please apply.

Role Overview

Technicians will be the "face of IT", working directly with Lilly resources to address computer issues, questions and concerns. Technicians will proactively work with customers to create world class digital user experience.

Work will focus on improving productivity through proactive identification/remediation of potential hardware issues, leveraging data analytics to determine areas of focus, and proactively ensure devices meet security standards (patches, driver updates, supported app levels, etc.). Some on call after hours may be required. In addition, technicians will work in our walk-up support sites, aka Tech On Point, on a rotating schedule.

Tech On Point technicians are the primary point of contact for hardware, operating systems, and enterprise applications, new hire onboarding, accessory assistance and users' adoption of new and upcoming IT initiatives and services. This role is 100% on-site 5 days a week with hours from 7:30 am -4:30 pm EST. You will be rotating between our 5-7 Indianapolis area sites.

How You will Succeed

• As a key contributor to this team, you will bring your high learning agility and end user/customer service skills to understand the critical business processes that enable productivity through technology.
• You will bring your technical and customer experience to troubleshoot technical issues when they arise.
• With your curiosity of all things technical and willingness to drive change, you will work with peers and customers to improve the digital user experience across Lilly.

What You Should Bring

• Expert knowledge in the set-up, configuration, and use of computer hardware, software, and network including internet security and data privacy principles
• Diagnostic and problem-solving skills with focus on end point devices, peripherals, and advanced knowledge of all O365 (Word, Excel, Outlook, PowerPoint, Azure, SharePoint, Teams etc.)
• Excellent technical and non-technical communication skills required: ability to partner with other Infrastructure teams to troubleshoot technical issues; must be able to translate technical content for non-technical customers
• Advanced understanding of multiple operating systems (Windows, Mac, iOS)
• Certification as IT Technician will be an advantage (e.g., Microsoft Certified IT Professional)

Basic Qualifications

• High School Diploma/GED
• 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

Preferences

• Candidates must be able to lift at least 25 pounds
• Completed Apple Certifications: CompTIA A+ and Apple Certified Support Professional
• Completed Microsoft 365 Fundamentals Certification
• Previous Help desk experience
• Previous Customer Service experience

Additional Information

• Location: Indianapolis, Indiana
• Travel: Limited, based on business and site needs.
• Assignment scope may include responsibility for multiple sites and support channels.

Additional information

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women's Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate's education, experience, skills, and geographic location. The anticipated wage for this position is $66,000 - $154,000

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance).

In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for 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; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly's compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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