Support Analyst (System Administration) - Mitsubishi Tanabe Pharma

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) and Parkinson’s (PD)..

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 Support Analyst (System Administration) works as part of a small, dynamic IT team. The incumbent will provide system administration duties and also uses scripting languages to troubleshoot user systems. The incumbent will also 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 candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT support team.

• Administers a variety of user systems with a focus on monitoring/optimizing performance, ensuring good preventive maintenance, minimizing downtime, and providing robust backup systems and procedures to ensure data retention.
• Troubleshoots or enhances current automated systems by working with users to identify issues and then drawing on a knowledge of scripting languages (e.g., PowerShell, VBS, Javascript, etc.) to initiate corrective actions.
• Provides Help Desk and related support to NJ and Boston offices, remote sales staff and contractors:
  
  • Supports Microsoft Exchange (Office 365), and numerous other business and sales-specific programs (e.g., CRM, Salesforce (Veeva), etc.)
  • Administers MDM & Asset Management solutions (e.g. AirWatch, Intune, etc.)
  • Troubleshoots issues as they relate to VPN, Wireless, LAN, Storage, etc.
  • Understands business concepts and processes to effectively support the business team with mediating new and existing business and technical challenges.
  • Conducts Periodic Performance Analysis and optimize the overall Backup environment.
  • Good working knowledge of backup retention, versioning and policy management.
  • Takes cases through the Helpdesk ticketing system. Handles escalated level 2 and 3 cases, but also handles level 1 cases as needed to ensure excellent customer service.
  • Analyzes and solves all problems relating to: PCs, laptops, printers, iPhones, iPads, cabling, etc.
  • Installs PCs, printers and IT related accessories.
  • Creates and deploys workstation images (WDS, MDT etc.).
  • Supports VPN connectivity.
  • Troubleshoots print queues.
  • Supports new user account / email setup and departing user account retirement.
• Demonstrates exemplary internal customer service and teambuilding:
  
  • Builds and maintains strong working relationships with internal business unit’s leadership and throughout the company.
  • Supports users on PC operations and standard applications.
  • Represents IT as required in related meetings onsite and offsite.

• Bachelor’s degree or equivalent in Computer Science or related field.
• Preferred: CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 2 years of IT experience which included experience as a Support Analyst, Team Lead, or similar and which included system administrator responsibilities.
• Expertise in MDM & Asset Management systems (e.g., AirWatch, Intune, etc.), scripting languages (e.g., PowerShell, VBS, Javascript, etc.) and backup solutions (e.g., Veritas, Veam, etc.)
• Other technical skills: Windows 10+, Microsoft Active Directory, utilization of GPOs, MS Office 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 via Active Directory.
• 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.
• Willingness to travel 10% of the time.

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 $65,000 - $104,000. 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.