IT Support Specialist II

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