IT Help Desk Agent Apprentice - Technical Pathway Program

Role Summary

IT Help Desk Apprentice within Lilly's Tech@Lilly Technical Pathways Program. The role blends formal training, on-the-job learning, and mentoring to prepare you for an Lilly position after completion. You will be a frontline IT Service Desk agent, serving as the primary advocate for the workforce, using intelligent tools to restore confidence and productivity, while delivering a memorable customer experience and pursuing IT certifications paid for by Lilly.

Responsibilities

• IT Support & Troubleshooting
  • Be the first point of contact for IT-related issues via chat and phone support.
  • Diagnose and resolve device, application, and access-related problems using great customer service and remote desktop tools.
  • Leverage endpoint management platforms to perform real-time diagnostics and issue resolution.
• Automation & Self-Service Enablement
  • Guide users to resolution through AI chatbot and other self-help channels.
  • Promote adoption of AI-powered workflows to reduce avoidable contacts and improve efficiency.
  • Document troubleshooting steps and identify gaps in knowledge base content.
• Ticketing & Documentation
  • Create and manage tickets in ServiceNow with complete issue context and configuration item linkage.
  • Collaborate with escalation teams to ensure smooth ticket handoff and timely resolution.
  • Maintain ticket hygiene and ensure accuracy of support data.
• Experience Monitoring & Trend Identification
  • Use endpoint tools and chatbot transcripts to identify recurring issues and service improvement opportunities.
  • Contribute to feedback loops that inform automation, knowledge base updates, and process enhancements.

Qualifications

• High School diploma and 3-5 years of experience in IT support or service desk roles in a corporate or global environment.
• Non-standard work hours; shift time is 11am-8pm with coverage on weekdays, weekends, and holidays.
• 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 (e.g., F-1 CPT/OPT, J-1, H-1B, TN, O-1, E-3, L-1).

Skills

• Customer Obsession
• Intuitive
• IT Knowledge: Windows, macOS, VPN, Office 365, and ServiceNow (or other ITSM platforms)
• Earn Trust
• Proactive Curiosity