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,…