IT Help Desk Agent Apprentice - Technical Pathway Program

Overview

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first.

We’re looking for people who are determined to make life better for people around the world.

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 empowered problem solvers, not just process followers. As an IT Service Desk Agent, you are the primary advocate for our workforce, utilizing intelligent tools to restore confidence and productivity.

The Technical Pathway Program is a 13-18 month intensive fixed duration (FDE) professional development program for individuals without a four-year degree, during which the apprentice receives a combination of formal training, on-the-job learning, and mentoring in a key functional area to be equipped to compete for a Lilly position after successful completion of the apprenticeship. Tech@Lilly Technical Pathways apprentices will complete IT certifications relevant to the job they are apprenticing in, that is paid for by Lilly, as part of their participation in the Technical Pathways Apprenticeship Program.

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.

• 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.

• 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.

• Create and manage tickets in Service Now 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.

• 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.

• 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-8 pm. The team will need to cover 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 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.

• 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…