IT Onsite Technician Level II​/Subject Matter Expert

Overview

The IT Onsite Technician II / Subject Matter Expert serves as the primary escalation point and hands‑on technical resource for end users. This role goes beyond break‑fix support by combining strong technical troubleshooting with excellent customer service, clear communication, and process discipline.

Provide deskside, walk‑in, and remote support with a focus on timely resolution and clear communication. Identify recurring issues and recommend sustainable fixes that improve the user experience and reduce repeat contacts.

The ideal candidate can diagnose complex issues, create practical knowledge articles, improve support workflows, and help reduce recurring ticket volume through better documentation, training, and operational consistency.

• 3+ years of IT support experience, with at least 1 year in a Level 2 or senior technician role
• Experience supporting end users in a regulated life sciences or pharmaceutical environment, with familiarity with GxP principles and validation‑adjacent IT practices
• Demonstrated expertise in Microsoft
  365, including Outlook, SharePoint, Teams, Microsoft Entra, and Intune
• Strong working knowledge of Windows
  10/11 desktop environments
• Experience with MFA solutions, identity management, and access provisioning workflows
• Hands‑on hardware experience: imaging, device deployment, printer/peripheral support
• Proven ability to write KBAs and process documentation for both technical and non‑technical audiences
• Excellent written communication skills – able to draft professional, clear, and concise emails and tickets
• Outstanding customer service skills with a track record of high user satisfaction

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO