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IT Support Technician
2 months ago
Position: IT Specialist
The IT Specialist is responsible for delivering both remote and on-site support services to employees within the organization. This role involves addressing end-user service requests promptly, managing user accounts and workstations, resolving issues related to corporate systems such as printers and telecommunication devices, and contributing to projects that enhance the overall corporate infrastructure and validated computerized systems.
Key Responsibilities:
- Manage and prioritize end-user service requests, documenting activities in the IT ticketing system, and collaborating with other support resources as necessary while keeping requestors informed of progress.
- Adhere to established operating procedures for account management, workstation setup, change control, application configuration, issue escalation, and incident management.
- Maintain comprehensive records of technical assets, identifying requirements for additional supplies and system replacements.
- Develop and maintain standard operating system images.
- Provide audiovisual support, including the setup of conference rooms and configuration of online meetings.
- Assist with network and desktop printing, coordinating maintenance with service vendors as required.
- Create and manage user accounts across various corporate systems, including Active Directory and Office365.
- Deliver training to end users on Office 365 applications, conferencing tools, security protocols, and best computing practices.
- Collaborate with IT team members and external contractors to troubleshoot complex issues and resolve system outages.
- Diagnose and resolve network connectivity issues for user devices in various locations.
- Oversee hardware troubleshooting and repair for workstations.
- Ensure proper electronic archiving of analytical data and scanned documents as necessary.
- Uphold the confidentiality of client and company information at all times.
- Safeguard the security and integrity of company systems consistently.
- 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 biotechnology sector, with proficiency in computing hardware, software, voice/data cabling, networking protocols, and desktop support.
- Advanced understanding of the Windows desktop operating system and proficiency in PC applications such as Word, Excel, and Outlook.
- Proven ability to deliver exceptional customer service and take ownership of issues.
- Effective communication skills, capable of interacting professionally with diverse individuals in person, over the phone, and in writing.
- Strong organizational skills with the ability to plan and prioritize tasks independently.
- Experience working in a dynamic environment with multiple concurrent projects requiring timely completion.
- Excellent troubleshooting abilities.
- Adaptability and willingness to work within shifting priorities.
- Meticulous attention to detail.
- Commitment to thorough documentation and contributing to the IT knowledge base.
- Strong oral and written communication skills.
