At 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 Responsibilities
Prioritize 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 requestor
Follow standard operating procedures including those for account management, workstation configuration, change control, application configuration, issues escalation, and incident handling
Maintain accurate records of technical assets identifying needs to procure additional supplies and replace systems
Create and maintain standard OS images
Provide AV support including conference room setup, online meeting (Teams or Zoom) configuration, and recording
Support network and desktop printing and coordinate printer maintenance with the service vendor when needed
Create and administer user accounts for Active Directory, Office365, VPN, specialized scientific applications, and other corporate systems
Deploy and configure VoIP phones and address phone related support requests
Provide end user training in the use of Office 365 applications (i.e. Teams, OneDrive, SharePoint, etc.), conferencing, security, and computing best practices
Collaborate with other IT personnel and contractors to resolve complex issues and system outages
Troubleshoot issues with network connectivity for end user devices in the office and at offsite locations
Responsible for workstation hardware troubleshooting and repair
Responsible for the electronic archiving of analytical data and scanned paper-based raw data for each project as appropriate
Maintain confidentiality of client and company information
Additional Responsibilities
At all times, protect the security and integrity of company systems
Other duties as assigned
Minimum Preferred Qualifications - Education/Experience:
Bachelor's degree in an IT-related field or equivalent work experience
Not 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/support
Advanced knowledge of the Windows desktop operating system environment as well as PC applications (such as Word, Excel, and Outlook) is required
Advanced knowledge of or experience with telecommunication support and audio-visual system support desired
Minimum Preferred Qualifications - Skills:
Demonstrated ability to provide exceptional customer service and take ownership of problems
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
Ability to handle Tier 2 and Tier 3 incidents
Ability to plan and prioritize work without supervision
Ability 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 manner
Ability to deal effectively with a diversity of individuals at all organizational levels
Strong troubleshooting skills
Versatility, flexibility, and willingness to work within constantly changing priorities
Acute attention to details
Commitment to documenting work, contributing to the IT knowledge base, and maintain accurate records
Excellent oral and written communication skills
Supervisory Responsibility:
This role has no supervisory responsibilities
Supervision Received:
Receives minimal direction regarding prioritization and approval of proposed technical solutions
Works independently to resolve issues following established SOPs and best practices
Supports junior technicians to assist with advanced or specialized needs
Supervision Received:
Receives direction regarding prioritization approval of proposed technical solutions
Works independently to resolve issues wing established SOPs and best practices
Frequently exercises discretionary authority
Working Environment:
Primarily office
Occasional laboratory/clinical environment
Routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
Work requires occasional travel
Physical Demands:
Ability to work in an upright and /or stationary position for up to 8 hours per day
Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists to operate office equipment
Frequent mobility needed
Frequent crouching, stooping, with frequent bending and twisting of upper body and neck
Light to moderate lifting and carrying (or otherwise moves) objects including computer equipment, with a maximum lift of 50 pounds
Ability to access and use a variety of computer software
Ability 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 sentences
Frequently interacts with others to obtain or relate information to diverse groups
Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals; Requires multiple periods of intense concentration
Performs 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-task
Regular and consistent attendance
Position Type and Expected Hours of Work:
This is a full-time position
Some flexibility in hours is allowed, but the employee must be available during the “core” work hours as published in the BioAgilytix Employee Handbook
Occasional weekend, holiday, and evening work required
BENEFITS AND OTHER PERKS
Medical 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 Program
COMMITMENT TO EQUAL OPPORTUNITY
BioAgilytix 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.
