IT Support Specialist II

At Bio Agilytix, we are passionate about premier science and the impact it has on our world. Our team of highly experienced scientists and professionals deliver tailored services for supporting new medicine breakthroughs with best-in-class bioanalytical services. We are tirelessly committed to our customers by being solution-oriented and deadline-driven. . and we are growing. Our culture is fast-paced, fun and never boring.

Because we work across numerous clients and drug modalities, your career can develop rapidly. You’ll gain experience with a variety of challenges all while you enable life-changing, life-saving therapeutics to the patients who need them.

The IT Support Specialist II provides remote and deskside support services to the Company’s employees at all sites. The Specialist responds to end-user service requests in a timely manner; completes requests to add/move/change user accounts and workstations; addresses issues with corporate systems such as printers, phones, and audio-visual (AV) equipment; and supports projects related to the overall corporate infrastructure and validated computerized systems.

• 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, Office
  365, 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, One Drive, 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

• At all times, protect the security and integrity of company systems
• Other duties as assigned

• 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

• 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…