IT Support Specialist II

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.

• 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

• At all times, protect the security and integrity of company systems
• Other duties as assigned

• 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

• 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 

• This role has no supervisory responsibilities

• 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

• Receives direction regarding prioritization approval of proposed technical solutions
• Works independently to resolve issues wing established SOPs and best practices
• Frequently exercises discretionary authority

• Primarily office
• Occasional laboratory/clinical environment
• Routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
• Work requires occasional travel 

• 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

• 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.

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