IT Support Specialist - Onsite Support Operations

JOB SUMMARY:

The IT Support Specialist - Frontier Durham provides dependable, customer-focused Tier 1 technical support for Bio Cryst employees at the Frontier Durham office. This 100% on-site role serves as the primary local IT presence for daily walk-up support, deskside assistance, hardware and software troubleshooting, conference room technology, onboarding and offboarding activities, and white-glove support for leadership and visiting employees. The ideal candidate is hands-on, approachable, organized, and comfortable supporting employees in a fast-paced office environment.

This is a 6-month contract role. Candidates must be able to work onsite in the Durham office 5 days a week.

• Serve as the primary on-site Tier 1 IT support resource for employees at the Frontier Durham Bio Cryst office, including walk-up support, deskside assistance, chats, calls, and tickets.
• Troubleshoot common hardware, software, network connectivity, printer, mobile device, badge/access, and Microsoft 365 issues, escalating more complex items when appropriate.
• Provide professional, white-glove support for Bio Cryst leadership, executive visitors, and employees visiting the Frontier Durham office.
• Perform basic conference room and audiovisual troubleshooting, including Microsoft Teams Rooms, displays, cameras, microphones, speakers, docking stations, cabling, and room readiness checks.
• Complete daily office technology checks to ensure shared work spaces, collaboration areas, conference rooms, printers, and loaner equipment are operational.
• Create, update, track, and resolve incidents and service requests in the IT Service Management tool while maintaining accurate notes and timely communication with employees.
• Support employee onboarding and offboarding activities, including workstation setup, laptop preparation, peripheral deployment, account/access coordination, and first-day support.
• Assist with laptop, desktop, monitor, docking station, headset, mobile device, and peripheral inventory, replacements, shipping, receiving, and asset tracking.
• Follow defined IT processes, Service Level Agreements, Standard Operating Procedures, security requirements, and escalation paths.
• Document recurring issues, troubleshooting steps, conference room procedures, and local office support processes to improve team knowledge and service consistency.
• Partner with other IT teams, facilities, vendors, and service providers to coordinate support for local technology issues and office technology needs.
• Provide basic user guidance for Microsoft 365, Teams meetings, printing, remote access, password resets, MFA, and standard office technology.
• Identify opportunities to improve local support processes, reduce repeat incidents, and enhance the employee technology experience.
• Maintain a professional, responsive, and service-oriented presence while supporting employees in person throughout the workday.
• Work on site at the Frontier Durham Bio Cryst office Monday through Friday.
• Perform other duties as assigned by management.

• Associate degree in Information Technology or a related field preferred, or equivalent combination of technical training and hands-on support experience.
• 2+ years of experience providing Tier 1 deskside, help desk, or service desk support in a corporate environment.
• Strong customer service mindset with the ability to communicate clearly, remain calm under pressure, and provide professional in‑person support.
• Working knowledge of Windows 10/11, Microsoft 365, Microsoft Teams, Outlook, mobile devices, printers, docking stations, peripherals, and basic networking concepts.
• Experience troubleshooting conference room or audiovisual technology such as Teams Rooms, displays, cameras, microphones, speakers, cabling, and room control equipment.
• Experience supporting executives, leadership teams, visitors, or high‑touch end‑user environments preferred.
• Ability to document incidents, service requests, troubleshooting steps, and asset updates accurately in a ticketing or IT Service Management system.
• Ability to prioritize multiple requests, follow established processes, elevate appropriately, and…