IT Support Specialist II

IT Support Specialist IIAt BioAgilytix, we are passionate about premier science and the impact it has on our world. Our team of highly experienced scientists and professionals deliver tailored services for supporting new medicine breakthroughs with best-in-class bioanalytical services. We are tirelessly committed to our customers by being solution-oriented and deadline-driven. . . and we are growing. Our culture is fast-paced, fun and never boring. Because we work across numerous clients and drug modalities, your career can develop rapidly. You'll gain experience with a variety of challenges all while you enable life-changing, life-saving therapeutics to the patients who need them.The IT Support Specialist II provides remote and deskside support services to the Company's employees at all sites. The Specialist responds to end-user service requests in a timely manner; completes requests to add/move/change user accounts and workstations; addresses issues with corporate systems such as printers, phones, and audio-visual (AV) equipment; and supports projects related to the overall corporate infrastructure and validated computerized systems.Essential ResponsibilitiesPrioritize and respond to end user service requests tracking work activities in the IT ticketing system, engaging other support resources when needed, and communicating status to the requestorFollow standard operating procedures including those for account management, workstation configuration, change control, application configuration, issues escalation, and incident handlingMaintain accurate records of technical assets identifying needs to procure additional supplies and replace systemsCreate and maintain standard OS imagesProvide AV support including conference room setup, online meeting (Teams or Zoom) configuration, and recordingSupport network and desktop printing and coordinate printer maintenance with the service vendor when neededCreate and administer user accounts for Active Directory, Office365, VPN, specialized scientific applications, and other corporate systemsDeploy and configure VoIP phones and address phone related support requestsProvide end user training in the use of Office 365 applications (i.e. Teams, OneDrive, SharePoint, etc.), conferencing, security, and computing best practicesCollaborate with other IT personnel and contractors to resolve complex issues and system outagesTroubleshoot issues with network connectivity for end user devices in the office and at offsite locationsResponsible for workstation hardware troubleshooting and repairResponsible for the electronic archiving of analytical data and scanned paper-based raw data for each project as appropriateMaintain confidentiality of client and company informationAdditional ResponsibilitiesAt all times, protect the security and integrity of company systemsOther duties as assignedMinimum Preferred Qualifications - Education/Experience:Bachelor's degree in an IT-related field or equivalent work experienceNot less than seven (7) years' experience in an end-user-facing computer support role, preferably in a regulated industry, with knowledge of computing hardware, software, voice/data cabling, networking protocols, printer management, and desktop implementation/supportAdvanced knowledge of the Windows desktop operating system environment as well as PC applications (such as Word, Excel, and Outlook) is requiredAdvanced knowledge of or experience with telecommunication support and audio-visual system support desiredMinimum Preferred Qualifications - Skills:Demonstrated ability to provide exceptional customer service and take ownership of problemsAbility to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writingAbility to handle Tier 2 and Tier 3 incidentsAbility to plan and prioritize work without supervisionAbility to manage Active Directory, DHCP, DNS, and other server-based applications assigned.Ability to work in a fast-paced environment where multiple projects are in process and must be completed in a timely mannerAbility to deal effectively with a diversity of individuals at all organizational levelsStrong troubleshooting skillsVersatility, flexibility, and willingness to work within constantly changing prioritiesAcute attention to detailsCommitment to documenting work, contributing to the IT knowledge base, and maintain accurate recordsExcellent oral and written communication skillsSupervisory Responsibility:This role has no supervisory responsibilitiesSupervision Received:Receives minimal direction regarding prioritization and approval of proposed technical solutionsWorks independently to resolve issues following established SOPs and best practicesSupports junior technicians to assist with advanced or specialized needsWorking Environment:Primarily officeOccasional laboratory/clinical environmentRoutinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinetsWork requires occasional travelPhysical Demands:Ability to work in an upright and /or stationary position for up to 8 hours per dayRepetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists to operate office equipmentFrequent mobility neededFrequent crouching, stooping, with frequent bending and twisting of upper body and neckLight to moderate lifting and carrying (or otherwise moves) objects including computer equipment, with a maximum lift of 50 poundsAbility to access and use a variety of computer softwareAbility to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentencesFrequently interacts with others to obtain or relate information to diverse groupsWorks independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals; Requires multiple periods of intense concentrationPerforms a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence; Ability to perform under stress; Ability to multi-taskRegular and consistent attendancePosition Type and Expected Hours of Work:This is a full-time positionSome flexibility in hours is allowed, but the employee must be available during the "core" work hours as published in the BioAgilytix Employee HandbookOccasional weekend, holiday, and evening work required$34 - $37.50 an hourBENEFITS AND OTHER PERKSMedical Insurance (HDHP with HSA; PPO), Dental Insurance, Vision Insurance, Flexible Spending Account (medical; dependent care), Short Term Disability | Long Term Disability Life Insurance, Paid Time Off (4 weeks per year), Parental Leave, Paid Holidays (9 scheduled; 5 floating), 401k with Employer Match, Employee Referral ProgramCOMMITMENT TO EQUAL OPPORTUNITYBioAgilytix provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other group protected by federal, state, or local law.To learn more about how we collect, use, and protect your information, please review our Privacy Policy and Terms of Use. 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