IT Service Specialist

Company Overview

The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors—Material, Homes, and Health Care—contribute to the development of society by anticipating the changing needs of people worldwide. Veloxis Pharmaceuticals, an Asahi-Kasei Group company, is based in Cary, NC and focuses on transforming transplant medicine as the primary partner to the community of transplant healthcare providers and their patients.

We provide a dynamic, innovative workplace that encourages professional development and embraces diversity.

We are seeking a knowledgeable IT Support Specialist to provide tiered technical support, manage user and device provisioning, participate in transformation initiatives, and enhance service delivery for our enterprise environment.

• End-User Support & Incident Resolution
  • Provide Tier 1 (On-site) and 2 technical support for escalated issues involving laptops, mobile devices, email, and enterprise applications.
  • Triage, troubleshoot, and resolve authentication, access, and device-related issues (e.g., Bit Locker recovery, Outlook/iOS configuration).
  • Investigate and diagnose advanced Microsoft
    365 issues such as missing emails, mailbox inconsistencies, or service interruptions.
  • Support users during live issues by gathering diagnostics, screenshots, and logs.
• User Provisioning & Access Management
  • Coordinate and fulfill access requests for enterprise systems (e.g., Microsoft 365, email systems).
  • Partner with business and IT stakeholders to understand access requirements and ensure appropriate provisioning.
  • Assist with onboarding, offboarding, updates, and migrations of user accounts.
• Device Lifecycle & Mobility Management
  • Support deployment, shipment, and return of corporate devices (laptops, iPhones, iPads).
  • Ensure agreed levels of hardware inventory to meet lifecycle demand.
  • Provide migration instructions, guidance, and user communications for hardware rollouts.
  • Enforce device-related policy compliance with established IT operation controls.
• IT Migrations & Transformation Initiatives
  • Execute and support enterprise transformation projects (Microsoft
    365 environment).
  • Update relevant operations documentation (work instructions, architecture, knowledge bases).
  • Communicate status of assigned actions to leaders and collaborate with vendors or internal IT to resolve issues.
• Communication & User Enablement
  • Draft and send targeted communications to employees regarding IT changes, action items, and policies.
  • Provide clear instructions for end users during onboarding or transitions (e.g., orientation, device setup, system updates).
  • Respond to user inquiries with guidance, troubleshooting steps, and follow-up actions.
• Collaboration & Cross-Team Coordination
  • Work closely with IT leadership, vendors, and business stakeholders to execute service delivery tasks.
  • Participate in IT operational meetings, CAB reviews, and project discussions as a subject matter contributor.
• Service Improvement & Documentation
  • Create and maintain technical documentation, user guides, and workarounds for common issues.
  • Identify opportunities to improve service delivery processes and user experience.
  • Assist in training and onboarding new IT staff or contractors.

• 4+ years of IT support or service delivery experience.
• B.S. / B.A. in business, computer science, or related field preferred but not required.
• Experience supporting enterprise environments and migrations.
• Solid understanding of M365 administration, endpoint management, enterprise applications, and troubleshooting tools.
• Relevant certifications (e.g., Microsoft, Azure, Intune) preferred.
• ITIL Foundation skills preferred.
• Experience working with users outside the US preferred.

The annual base compensation range for this role is $70,000 – $85,000 and is classified as hourly non‑exempt. Base compensation is influenced by factors such as time in the role, previous experience, skills, knowledge, performance, work requirements, internal equity, and business/economic conditions.

As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.