IT Support Specialist

Summary: Provides technical support and customer service to employees experiencing hardware, software, and network-related issues. This role is responsible for diagnosing and resolving technical problems, maintaining system functionality, and ensuring that users receive prompt and professional assistance. Essential Duties and Responsibilities: Serve as the primary point of contact for technical assistance requests via phone, email, or ticketing system. Provide Tier 1 and Tier 2 support for hardware, software, and network issues across manufacturing, laboratory, and office environments. Escalate complex issues to higher-level IT staff when necessary and follow up to ensure resolution. Maintain accurate records of support requests, actions taken, and resolutions in the help desk system. Troubleshoot and resolve user access issues, application errors, and device connectivity problems while ensuring compliance with change control procedures. Support GMP-compliant systems by following validated procedures and maintaining proper documentation for all support activities. Manage user accounts, permissions, and access controls in accordance with company security policies and data integrity requirements. Install, configure, and maintain IT assets (computers, peripherals, printers, scanners) used in both GMP and non-GMP areas. Ensure proper handling and documentation of any changes or system updates in compliance with IT SOPs and change management policies. Work with Quality Assurance (QA) to ensure IT processes and documentation meet audit and validation standards. Maintain the IT asset inventory, software license tracking, and support audit readiness activities. Support end users with Microsoft 365, ERP, LIMS, and other validated business applications. Participate in IT projects related to system upgrades, validation, and infrastructure improvements. Promote adherence to data integrity, security, and confidentiality policies in all IT operations. Perform other duties as assigned or required. Competency: To perform the job successfully, an individual should demonstrate the following competencies: Self–motivated, with excellent customer service skills. Strong technical knowledge of Windows OS, Microsoft 365. Knowledge of remote support tools Understanding of IT security best practices and MFA technologies. Ability to manage multiple priorities and work independently. Strong analytical and problem-solving skills. Strong written and verbal communication skills with outstanding attention to detail. Ability to write clear and concise documentation and notes. Ability to work in a fast-paced environment and meet aggressive deadlines while focusing on quality, compliance, and attention to detail. Ability to occasionally work evenings and weekends and being available 24 hours a day to address any emergency outages. Occasional travel between office locations may be required. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: Associate degree with one to two years related experience and/or training; or equivalent combination of education, certification, and experience. Other Skills and Abilities Able to maintain regular and predictable attendance. Able to establish and maintain effective relationships with those contacted within the line of work. Needs to be prepared for international travel as needed.