IT Support Specialist

Company Overview Hamilton Storage provides automation solutions to customers in life science and clinical research. The company develops modular, scalable systems that automate sample storage, management, and processing. Hamilton delivers the benefits of advanced automation without the complexity associated with installing, operating, and maintaining large‑scale custom systems. Acquired in 2007, Hamilton Storage is headquartered in Franklin, Massachusetts, USA with R&D facilities in both Franklin, MA and Bonaduz, Switzerland. The decentralized R&D organization benefits production and marketing and enables Hamilton to stay close to local markets and respond quickly to market needs. Job Overview This position provides technical assistance and support to end users regarding applications, computers, and peripherals. The IT Support Specialist will be the primary user of the IT ticketing system, liaise with the Swiss IT team, work with 1‑2 junior employees and interns, and support the overall business in IT related matters. The role also supports the software team with the deployment of software, setting up environments such as VMs, and the development and rollout of IT projects. Responsibilities Provide Tier 1 and Tier 2 support for incoming queries and issues related to systems and networking. Support RESTful API integrations with customers by providing documentation interpretation and setting up simulation environments, usually in the form of virtual machines. Support the configuration of remote SQL databases and remote backup solutions. Provide exceptional IT service to all Hamilton Storage employees and resolve their support needs. Act as the bridge between local users and the local network environment, policy development, and control in Switzerland. Effectively prioritize workflow between external and internal employee requests. Consistently deliver excellent communication and response time for issues. Maintain appropriate documentation in all IT systems. Develop and document solutions by creating standard operating procedures (SOPs). Effectively communicate complex computer problems to Tier 3 Swiss IT Support. Collaborate productively with other members of the IT team. Coach computer users on topics associated with their computer problems. Configure, install, modify, and maintain computers, laptops, and peripherals. Utilize software and hardware tools to diagnose computer problems. Connect PCs to local area networks (LAN) and resolve network‑related issues. Administer user accounts in Active Directory, Azure, and other systems. Maintain an organized inventory of IT hardware and coordinate with purchasing and management to keep appropriate supplies in stock. Perform onboarding and off‑boarding of new or existing employees. Qualifications Strong interpersonal skills and a pleasant demeanor; ability to work harmoniously with users at all levels. Thorough understanding of computer hardware, software, peripherals, and current computer technology and trends. General knowledge of network domains, VLANs, Active Directory, Azure AD, login procedures, and web browser settings. General knowledge of ERPs and manufacturing processes. Experience in managing IT projects. Ability to analyze problems, develop alternatives, and take appropriate steps toward a solution. Excellent verbal and written communication skills. Capable of working with multiple systems in tandem and multitasking. Ability to work quickly and efficiently under pressure. Strong data management, accuracy, and eye for detail. Four‑year degree in computer information systems, computer science, or equivalent is required. At least two years of experience in information technology. Stable work history and employment background. Current information technology certifications are a plus. Experience with data analytics and reporting (Power BI) is preferred. Salary Salary range: $30.00 to $43.00 per hour. The final salary offer will be determined based on a variety of factors, including the candidate’s relevant experience, specialized skills, and professional qualifications. Benefits Excellent Benefit Package including medical, dental, vision insurance, paid time off, disability insurance, 401(k), tuition reimbursement, and more. Legal Statements Drug‑free workplace. Equal Employment Opportunity It is the policy of this organization to provide equal employment opportunities to all qualified applicants without regard to race, creed, color, national origin, sex, age 40 and over, disability, marital status, sexual orientation, gender identity, genetic information, citizenship status, religious preference, or veteran status in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. #J-18808-Ljbffr