Information Technology Specialist

Essential Functions and Responsibilities

• Provide support for the following (but not limited to) systems/infrastructure:
• Laptops and desktops, hardware, printers, scanners and other computer peripherals
• Zebra printer support. Out of the box calibration and troubleshooting daily issues.
• Audio/Video conference room equipment, telephone systems, meeting software, messaging and collaboration tools. Zoom Room support.
• MS365 suite. including Sharepoint, permissions and access management
• Support for network devices such as routers and switches, firewalls, racks, cabling, etc.
• Mobile devices management and troubleshooting
• Support IT needs in Labs/Manufacturing areas
• Support Senior Leadership’s IT needs
• Manage the ticketing queue for self and the other Techs, including escalations
• Perform mobile device (Android/IOS) troubleshooting and management.
• Produces and maintains documentation and asset management data for hardware and software.
• Conduct new hire orientation/ basic IT training and ensuring timely completion of offboarding
• Effectively translates technical concepts into easy to understand language to assist customers
• Provide IT support for Town Halls, critical meetings, audits and All Hands events.
• Perform application installation and support for common IT applications
• Managing Computer Imaging and Patching operations to be compliant with company policies
• Produces reports and maintains documentation and asset management
• Liaises with third party vendors for purchases and timely delivery.
• Research new technical solutions for End Users
• Provides guidance to management and mentors other team members
• Effectively translates technical concepts into easy to understand language to assist customers.
• Provides status, and completion information to supervisor, problem request tracking. system, and or users, via voice mail, e-mail, chat, or in-person communications
• Working with the leadership to decide and purchasing new models dependent on business needs
• Working with Vendors to transition and shift left actions to bring in process and operational efficiencies
• New Hire Orientation activities and End User trainings
• Act as IT administrator on various IT systems and assist with tasks such as setting up systems, users, roles, access levels, user onboarding training, etc.
• Provide escalated Technical support of application incidents reported through the help desk
• Perform or participate in analysis of systems/applications/databases and in the coordination of implementation and maintenance plans, including troubleshooting issues.
• Support IT office systems for Tier 2 support for End User and Conferences/Events.
• Must adhere to the company's Biotherapeutics’ core values, policies, procedures, and business ethics.
• Perform miscellaneous duties as assigned.

Required Education, Skills, and Knowledge

• 5+ years of experience in providing IT Operations and Infrastructure support.
• BS in Computer Science or Information Systems or equivalent experience is required.
• Experience with VoIP system including troubleshooting and system management.
• Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc).
• Strong Break / Fix skills with desktops, workstations, notebooks, printers and handhelds.
• Broad experience of IT with strong understanding of networks, servers and telecoms
• Strong customer service skills.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.
• Strong written and verbal communication skills.
• Ability to mentor or provide best practices to other members of the team.
• Must be detail oriented and self-motivating.
• Ability to work in a flexible, team-oriented environment, is required.
• Familiar with ITIL process and framework.
• Lab computer experience a plus.
• Quality mindset and familiar with 21 CFR Part 11 and standard GxP best practices.

Preferred Education, Skills, and Knowledge

• O365, SharePoint, Office Suite, Active Directory
• Lenovo and Dell Laptops (Win 10)
• SSO (Okta), MFA (Okta), MDM (Airwatch)
• Zendesk or similar Ticket tracking software
• Understanding of various protocols, TCP/IP, HTTP(S), SSL, WWW, JMS, FTP, Telnet, DNS, DHCP,
• VNC, RDP, NAT, SMTP
• Certifications: CompTIA A+, HP Hardware Support, MCSE, or other relevant certifications

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made upon request to enable individuals to perform essential functions. Please contact Human Resources to request an accommodation.

Physical Demands and Activities Required

• Must be able to remain in a stationary position standing or sitting for prolonged periods of time.
• Must be able to move about inside an office and exert up to 50 pounds of force occasionally or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move computer equipment.
• Must have visual acuity to perform activities such as: preparing and analyzing data and figures, viewing a computer screen, and extensive reading.
• This position requires repetitive motion, substantial movements (motions) of the wrist, hands, and/or fingers.
• Must be able to communicate with others to exchange information.