IT Help Desk Agent Apprentice - Technical Pathway Program

Location: Indianapolis

At Tech@Lilly, we define success by the employee experience, working backward from their needs to our solutions. While our commitment to a digital-first model is transforming how we deliver IT services, we know that truly exceptional support requires This role is designed for the ambitious. We are looking for individuals who are
** obsessed with the customer experience.
** In this role, you will be a key frontline contributor, empowered to look beyond the immediate issue to solve the root cause. You will use your judgment to navigate ambiguity, delivering a memorable and personalized experience that earns trust. If you are ready to take ownership of the customer journey, we want you on our team.
** Key Responsibilities
** Document troubleshooting steps and identify gaps in knowledge base content.
* Collaborate with escalation teams to ensure smooth ticket handoff and timely resolution.
* Maintain ticket hygiene and ensure accuracy of support data.
* Use endpoint tools and chatbot transcripts to identify recurring issues and service improvement opportunities.
* 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.
** Key Competencies & Personal Attributes**
* ** Customer Obsession:
** Start with the employee and work backward. You do not view users as tickets to be closed, but as customers to be delighted. You work vigorously to earn and keep their trust, understanding that technical uptime is useless if the human user is frustrated
* ** Intuitive:
** You are a leader, who doesn’t have to follow scripts. You operate with high judgment and intuition. You recognize that rigid processes often fail in unique situations, so you adapt instantly. You never say "that's not my job" or "I'm just following the protocol" if it leads to a poor outcome.
* ** IT Knowledge:
** Familiarity with enterprise systems such as Windows, macOS, VPN, Office 365, and Service Now (or other ITSM platforms)
* ** Earn Trust:
** You listen attentively, speak candidly, and treat users with respect. You strip away technical arrogance and jargon, communicating with absolute clarity. You acknowledge your mistakes, fix them, and ensure the user feels understood, not just "processed."
* ** Proactive Curiosity:
** You never settle for the "quick fix" if it leaves the root cause unresolved. You are constantly asking "why" and looking for ways to prevent the next call. You champion the adoption of AI and self-help tools not to avoid work, but to empower users to succeed independently.
** Experience Monitoring & Trend Identification
** 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. This role will require non-standard work hours including. The shift time will be 11am-8pm.  The team will need to cover weekdays, weekends, and holidays.
At Lilly we strive to ensure our employees are part of a team that cares about them and our shared purpose of making life better for those around the world.
We hope that you seek to join us on our journey as we create medicine and deliver improved outcomes for patients across the globe!
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