IT Support Specialist

Payrate: $40.38 - $40.38/hr.


Summary:
We are seeking an experienced IT Support Specialist II to provide comprehensive desk-side and subject matter expert support for IT-related services in an office, clinical, and research laboratory setting. The role involves supporting and troubleshooting system and network issues, managing IT projects, and enhancing user satisfaction through effective problem-solving and technical support.


Responsibilities:

• Provide desk-side support for IT services in various settings.
• Support and troubleshoot system and network issues for end-users, laboratory IT, and VoIP equipment.
• Recommend and test cost-effective technical system improvements.
• Drive IT projects and deliverables with the Sr. IT Helpdesk Manager.
• Proactively create corrective and mitigating steps to reduce future incidents and ticket volume.
• Use an ITSM to manage incidents and requests, ensuring timely completion according to SLAs.
• Manage Exchange Online, including mailboxes, distribution groups, and calendars.
• Collaborate with internal departments to improve and create processes.
• Work with internal departments and external vendors to implement new applications and services.
• Participate in projects as a Subject Matter Expert for key technologies.
• Contribute to internal IT documentation and create technical bulletins.
• Assist users with activating and troubleshooting company-owned mobile devices.
• Work with IT support teams for mission-critical issues and adhere to department escalation policy.
• Operate desktop imaging solutions, application packaging, and configuration settings.
• Support audio and visual equipment for conference rooms and educate employees in its use.
• Identify, evaluate, promote, and implement customer support best practices.
• Lead the testing, configuration, installation, and repair of IT-related equipment.
• Assist in configuring and maintaining Active Directory, Azure, Office 365, and VoIP accounts.
• Provide training and mentorship to new IT Helpdesk Technicians.
• Decommission hardware and configure and troubleshoot network printers.
• Participate in weekend on-call rotation as needed.

Qualifications:

• B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience.
• 3 years of relevant experience.
• Experience working in the pharmaceutical industry and regulated environments.
• Ability to handle multiple tasks in a fast-paced environment with strong attention to detail.
• Expert knowledge of Microsoft Operating Systems.
• Ability to identify root causes of incidents through clear and logical thought processes.
• Expertise in installing, configuring, upgrading, and troubleshooting hardware and software components.
• Experience with enterprise Anti-Virus technologies such as Trellix.
• Goal-setting and change management skills.
• Experience installing and configuring Windows-based applications using a software distribution tool.
• Experience with enterprise Mobile Device Management technologies.
• Working knowledge and understanding of network technologies such as TCP/IP, DNS, DHCP, VPN, routers, and switches.
• Exceptional interpersonal skills for written and face-to-face communications.
• Advanced experience with the Office 365 Admin Center and AzureAD, especially in Exchange Online Administration and troubleshooting.
• Experience with Automox, SmartDeploy, and FreshService is a plus.
• Strong experience with local Active Directory and Azure.

Skills:

• Ability to present formal and informal training and assistance to end users.
• Experience with Apple iOS Systems.
• Demonstrated project management skills.
• Working knowledge of Microsoft Office 365 application suite administration.
• Creative problem-solving skills for incidents and requests.
• Understanding and adherence to systems security and control procedures.
• Time management, scheduling, and task prioritization skills.
• Desire to learn new technologies.
• Outstanding customer service skills.

Pay Transparency: The typical base pay for this role across the U.S. is: $40.38 - $40.38/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.


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