Technical Support Specialist

Summary Supports the user community by diagnosing and resolving network, workstation, and software problems. Represents the first point of contact with the IT department for prompt resolution of technical issues. Executes network and system administration tasks in support of the Information Technology department. Identifies and recommends initiative‑taking solutions to minimize common technical problems. Maintains the network infrastructure following procedures established by Management and Company SOP’s (standard operating procedures). This position will ensure compliance with Environmental Health and Safety (EHS) policies, State Departments of Health, Good Documentation Practices (GDP), Good Laboratory Practice (GLP), Good Manufacturing Practices (GMP), Good Clinical Practices (GCP), Standard Operating Procedures (SOPs), EMEA and FDA Guidelines, general State and Country Regulations such as but not limited to CLIA, CAP, USP, ISO 9001, USDA regulations, HTA license, DEA and State Controlled Substance programs where site appropriate. ESSENTIAL DUTIES AND RESPONSIBILITIES Must accomplish the following. Other duties may be assigned. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Provide 1st and 2nd Tier technical support to end users on a variety of issues. Provide on‑call response to off‑duty hour issues and network problems. Track and monitor the problem to ensure a timely resolution. Accurately account for time related to problem resolution. Maintain an issue log to identify recurring problems. Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals. Work with other Information Technology members to resolve Tier 3 issues, build understanding, and prevent future need for escalation. Perform initial IQ/OQ (Installation Qualification/Operational Qualification) for all new PCs and laptops. Install, configure, and patch all PC and laptop software in accordance with validated systems procedures. Assist with asset tracking and software license management. Install new software releases, system upgrades, and patches to enterprise and server software. Identify and resolve software‑related problems. Support the IT Manager and Systems Administrator in all necessary administration of applications and network infrastructure. Maintain data files and monitor system configuration to ensure data integrity. Implement file and printer shared resources. Support and maintain user account information including rights, security, and system groups. Document, maintain, upgrade, or replace hardware and software systems. Assist in configuration and deployment of new workstation and infrastructure hardware. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education And/or Experience Associate degree (AS) or current enrollment in bachelor’s program (B.S./B.A.) in Computer Science and 1-2 years related experience preferred. Experience may be substituted for degree. Experience as a PC Technician / Help Desk Technician, preferred. Other Skills And Abilities Excellent problem‑solving, communication and people skills; demonstrates high‑level customer service and the ability to work in a team environment. Understands and acknowledges confidentiality issues surrounding company information and will not view or share information that is restricted for others’ use/viewing only. Utilizes a high degree of ethical restraint in the use of network administration powers and access privileges. Familiar with Windows Networks, Active Directory, VMware ESX, ISCI SAN, TCP/IP Protocol, 802.11 protocols, IPSEC protocol, VLAN’s, Wireless Networking, Exchange, and Microsoft Office products. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand; walk, sit, stoop, kneel, crouch, crawl, speak, hear/listen, smell, display manual dexterity, reach with hand and arms. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. WORK ENVIRONMENT A full‑time Monday through Friday workweek with general business hours. This position serves on the On‑Call Team and may require weekend and occasional evening hours. While performing the duties of this job, the employee must frequently use personal protective equipment to prevent exposure to hazardous materials. The employee may encounter fumes, airborne particles, toxic or caustic chemicals, biohazards, flammable liquids, risk of radiation. The employee is occasionally required to use equipment with moving mechanical parts, with risk of electrical shock and vibration. The noise level in the work environment is usually moderate; at times, the noise level can be louder and hearing protection may be required. The employee may work both inside and outside in heat/cold, wet/humid, and dry/arid conditions. We offer a comprehensive benefit package for eligible team members, including medical, dental, vision, short‑term/long‑term disability, life insurance, hospital indemnity and accident insurance. We also provide a generous retirement plan with a company match. Eligible employees enjoy competitive time‑off policies and a collaborative environment that promotes growth from within. BioIVT is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We strongly encourage veterans and individuals with disabilities to apply and are committed to providing reasonable accommodations throughout the application and employment process. #J-18808-Ljbffr