Essential Functions:

• Customer Service Focus: Deliver exceptional customer service while providing technical support, ensuring users feel supported and satisfied with the resolution process.
• Onsite and Remote User Support: Respond to and resolve IT tickets for both onsite and remote users, addressing hardware, software, and network-related issues.
• Break-Fix Support: Handle IT tickets via Freshservice, ensuring quick and efficient resolutions to a range of technical issues.
• User Account Management: Manage and troubleshoot user accounts through Okta, supporting identity and access needs.
• Microsoft 365 Support: Provide customer-focused support for Microsoft 365 applications, including Outlook, Office 365, Teams, and more.
• Windows Device Management: Manage, troubleshoot, and support Windows desktops and laptops, ensuring users’ devices function optimally.
• Mobile Device Management (MDM): Use Intune to manage mobile devices, focusing on customer satisfaction while ensuring device security.
• Network Troubleshooting: Perform basic network diagnostics and troubleshooting for onsite and remote employees.
• Conference Room A/V Equipment: Maintain and troubleshoot conference room A/V equipment.
• Hardware Management: Assist with setup, configuration, and troubleshooting of IT hardware such as desktops, laptops, and peripherals.
• Software Installation and Maintenance: Install and maintain software, providing guidance and support to users throughout the process.
• Cross-Functional Project Support: Collaborate with the IT Systems Engineering group to support cross-functional projects and initiatives, contributing technical expertise.
• Documentation: Create and maintain user-friendly documentation, including knowledge base articles and how-to guides, ensuring users and IT staff can easily follow instructions.

Requirements:

• Minimum of 5+ years of experience in IT Support.
• Demonstrated experience in IT operations or technical support roles, ideally in a mid-sized or large organization, with a strong focus on customer service.
• Proven ability to provide friendly and effective remote and onsite support, resolving issues in a way that prioritizes user satisfaction.
• Proficiency in Windows-based environments, troubleshooting hardware and software for end users.
• Experience supporting Microsoft 365 suite, including Outlook, Office 365, Teams, etc., with a customer-first approach.
• Experience with Okta for user management and identity authentication.
• Experience with Intune or similar MDM solutions.
• Basic knowledge of networking fundamentals (e.g., VPNs, Wi-Fi) to support end-user connectivity.
• Familiarity with ticketing systems like Freshservice or similar, with a focus on user satisfaction.
• Ability to maintain and troubleshoot conference room A/V equipment.
• Ability to write clear and user-friendly documentation, including knowledge base articles and how-to guides.
• Experience in customer-facing IT support roles, providing excellent service to both remote and onsite users.
• Hands-on experience in biotech or similarly regulated industries is a plus.
• Certifications such as CompTIA A+, Network+, or Microsoft certifications are valued but not required.
• Strong customer service skills, with the ability to handle issues in a professional and friendly manner.
• Excellent communication skills to interact effectively with both technical and non-technical users.
• Ability to write clear, concise, and user-friendly documentation.
• Strong troubleshooting and problem-solving skills.
• Ability to balance technical tasks while maintaining a high level of customer support.
• Strong organizational and documentation skills.
• Ability to collaborate effectively on cross-functional projects and initiatives, contributing to the broader IT strategy.