Support Technician, It Helpdesk

Entrepreneurial Spirit, Rooted in Tradition. Mitsubishi Tanabe Pharma America, Inc. (MTPA) is a U.S. subsidiary of Mitsubishi Tanabe Pharma Corporation (MTPC) in Japan, which touts a storied reputation more than 300 years in the making. Our parent company - one of Japan’s most respected - is a research-driven pharmaceutical company that has tirelessly pursued medical breakthroughs with global reach. MTPC has discovered and produced several first-in-class medicines for serious diseases, including multiple sclerosis (MS), diabetes mellitus (DM), and amyotrophic lateral sclerosis (ALS).

MTPA is rapidly expanding its operations across all functional areas. MTPA’s commitment to patients and their communities continues with a robust late-stage pipeline of investigational treatments for difficult-to-treat diseases and commercializing products with significant unmet medical needs in North American markets.  In the United States, MTPA launched rare diseases treatments including RADICAVA® (edaravone) injectables in 2017, EXSERVAN™ (riluzole) oral film in 2021, and RADICAVA® (edaravone) oral suspension in 2022.  The company handles research, clinical development, sales, marketing, medical affairs, and business development functions.  MTPA is dedicated to improving the treatment environment for those with debilitating diseases, researching on real-world evidence, and creating hope for all facing illness. 

The IT Helpdesk, Support Technician will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The incumbent will also facilitate customer request resolution, and work in a team environment to ensure operational consistency within the IT Department.

• Provides Levels 1 and 2 Helpdesk and related support to NJ and Boston MA offices, sales staff and other remote users:
  • Works with users and provides desktop support.
  • Maintains IT-related equipment such as computers and network inventory.
  • Works alongside engineers in the deployment of new technology.
  • Manages security groups, computers, and users in Active Directory.
  • Troubleshoots issues as they relate to VPN, Wireless, and LAN.
  • Supports Microsoft Exchange (Microsoft 365), and numerous other business and sales-specific programs (e.g., CRM, etc.).
  • Manages ticketing system and escalates issues as required, to administrators and management if needed.
  • Analyzes and solves all problems relating to: PCs, laptops, printers, phones, tablets, cabling, AD services, DNS, DHCP and related end user devices.
  • Installs PCs, printers, and IT-related accessories.
  • Supports desktop phone and conference room messaging and collaboration systems.
  • Troubleshoots printer and copier issues.
  • Coordinates on/offboarding of employees and contractors.
• Demonstrates exemplary internal customer service and teambuilding:
  • Builds and maintains strong working relationships with department stakeholders.
  • Supports users regarding PC operations and standard applications.
  • Represents IT as required in related onsite meetings.

• Bachelors or Associates degree in Computer Science or related field.
• CompTIA A+ or Microsoft certification is a plus.
• Minimum of 1-2 years of IT experience in a Helpdesk Analyst or similar role.
• Technical Skills: Windows 10/11, Microsoft Active Directory, utilization of GPOs, Microsoft 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems, Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management in Active Directory, and subscription-based cloud platforms and applications support.
• Proven analytical, troubleshooting, and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Excellent communication skills, written and oral, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment; willing to work off-hours and weekends when required for projects or emergency support.
• Ability to lift computer equipment up to 30 pounds.

Our Value Proposition:

Enjoy the fast-moving, entrepreneurial spirit more typically found in a small biotech, complemented by the benefits of a global pharmaceutical/chemical conglomerate.  At this time, Mitsubishi Tanabe Pharma America offers our employees unparalleled opportunities for career success coupled with a supportive level of employee benefits.

MTP provides a competitive benefits package inclusive of Medical and Dental health benefits, short-term and long-term disability plans, Company Paid and Supplemental Life insurance and additional voluntary benefits such as Critical Illness Insurance, Accident Insurance, Legal Plan, and ID Theft Protection.  In addition, we provide a generous PTO policy based on tenure, commencing with 24 PTO days, pro-rated based on hire date.

The salary range for this position is $54,000 - $86,000. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary may be subject to a geographic adjustment (according to a specific city and state and depending on the role), if an authorization is granted to work outside of the location listed in this posting.

This position is eligible to participate in our annual Short-Term Incentive (STI) program.  Specific information about the plan including eligibility rules and target, will be furnished upon hire.