Technical Support Specialist
1 week ago
Position: IT Specialist
The IT Specialist is responsible for delivering both remote and onsite technical support services to the employees of Capricor Inc. This role involves responding promptly to end-user service requests, managing user accounts and workstations, troubleshooting issues with corporate systems such as printers and telecommunication devices, and contributing to projects aimed at enhancing the overall corporate infrastructure and validated computerized systems.
Key Responsibilities:
- Manage and prioritize end-user service requests, ensuring timely tracking of work activities in the IT ticketing system, while engaging additional support resources as necessary and providing updates to requestors.
- Adhere to established operating procedures for account management, workstation setup, change control, application configuration, issue escalation, and incident resolution.
- Maintain precise records of technical assets, identifying requirements for additional supplies and system replacements.
- Develop and maintain standard operating system images.
- Facilitate audio-visual support, including conference room setups and online meeting configurations.
- Oversee network and desktop printing, coordinating maintenance with service vendors as required.
- Create and manage user accounts for Active Directory, Office365, VPN, and specialized applications.
- Provide training to end users on Office 365 applications, conferencing tools, security protocols, and best computing practices.
- Collaborate with IT team members and contractors to resolve complex technical issues and system outages.
- Troubleshoot network connectivity issues for end-user devices both onsite and remotely.
- Handle hardware troubleshooting and repairs for workstations.
- Ensure the electronic archiving of analytical data and scanned documents for projects as necessary.
- Uphold the confidentiality of client and company information.
- Consistently protect the security and integrity of corporate systems.
- Perform additional duties as assigned.
Qualifications:
- Bachelor's degree in an IT-related discipline or equivalent professional experience.
- 2-5 years of experience in a user-facing technical support role, ideally within a regulated industry or biotech environment, with a solid understanding of computing hardware, software, networking protocols, and desktop support.
- Proficient knowledge of the Windows desktop operating system and common PC applications (e.g., Word, Excel, Outlook).
- Proven ability to deliver exceptional customer service and take ownership of technical issues.
- Effective communication skills to interact professionally with diverse individuals, both verbally and in writing.
- Strong organizational skills to plan and prioritize tasks independently.
- Ability to thrive in a fast-paced environment with multiple concurrent projects.
- Excellent troubleshooting capabilities.
- Flexibility and adaptability to work within changing priorities.
- Meticulous attention to detail.
- Commitment to documenting work processes and contributing to the IT knowledge base.
- Strong oral and written communication skills.
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