IT Support Specialist

Overview

Job#: 3036155

Job Title: IT Support Specialist

Client: Biotechnology company

Contract/Perm & duration: 6 month contract to start (high possibility of extension based on performance)

Location: onsite M-F

Pay Rate: $25-35

• Provide onsite desktop and service desk support for office and lab users across Windows 11, Microsoft 365, and business and laboratory applications.
• Perform end-user onboarding and device lifecycle management, including PC builds, imaging, encryption, setup, maintenance, upgrades, and inventory tracking within the CMDB.
• Support Lab IT and Infrastructure operations, troubleshoot hardware, software, and local network issues, and maintain secure system configurations as needed.
• Manage service desk queues, ticket escalations, SLA performance, and incident, request, problem, outage support and communications.
• Maintain support documentation and knowledge base content, and partner with IT Risk, Compliance, and QA on change control, audits, and periodic reviews.
• Support office and lab moves, expansions, and other local IT initiatives for the Toronto site.
• Provide conference room A/V troubleshooting, testing, and meeting support, and contribute local process improvements for Toronto users.
• Primary and first point of contact for on-site service desk support and troubleshooting.

• 3+ years of hands-on IT desktop support experience supporting Windows 11, Microsoft 365/Azure and third-party productivity and laboratory software in biotechnology/pharmaceutical or healthcare industries.
• Certification or degree in a relevant field or a satisfactory combination of education, training, and/or experience;
  CompTIA A+, MCP or MCSA preferred.
• Experience installing, upgrading, troubleshooting, and supporting Office 365 applications.
• Experience documenting incidents, requests, problems, changes, and knowledge base articles in ITSM or RMM tools;
  Service Now or Fresh service preferred.
• Experience supporting user setups and groups in Azure AD (Active Directory), and general administrative tasks in SharePoint, Intune Autopilot, SSO (Cyber Ark), Enterprise Endpoint protection, Backup/Recovery software, Patch management (Intune Windows rings or Ninja), and Power Shell preferred.
• Understanding of ITIL foundations preferred.