Serve as the first point of contact for customers seeking technical assistance over the phone, via email, or through the ServiceNow ticketing system.
Record events, problems, and their resolutions accurately through the ServiceNow ticketing system.
Perform remote and hands-on troubleshooting through diagnostic techniques and pertinent questions.
Direct unresolved or complex infrastructure issues to the Senior ICT Support Specialist or other next-level support personnel.
Image, configure, and deploy computers, optimizing user productivity and operational efficiency.
Maintain the Loaner Laptop Inventory.
Provide basic administrative support and troubleshooting across Windows, macOS, and Linux operating systems.
Assist in creating and maintaining detailed technical documentation to ensure knowledge sharing across the team.
Collaborate with senior IT staff on administration tasks, with opportunities to learn and utilize tools like PowerShell scripting for process automation.
Maintain a high level of customer service focus, ensuring a seamless IT experience for all end users and fostering positive business partner relationships
Identify and suggest possible improvements to IT procedures.
Education Associate or bachelor’s degree in information technology, Computer Science, or a related field.
Experience5+ years of hands-on IT support experience, including troubleshooting complex issues, system management, and working directly with end-users and business partners.
Knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.
Proficient with ServiceNow or other ITSM tools.
Experience with GMP, GDP, and biopharma manufacturing is a plus.
Technical Skills Hardware troubleshooting and repair experience (PCs, laptops, printers, and other peripherals).
Proficiency in Windows, macOS, and Linux operating systems.
Systems knowledge including client e-mail support (Office 365) and general software support (MS Office, Internet, security software).
Knowledge of mobile applications and device support (cell phones, tablets, etc.).
Basic knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.
Proficient with ServiceNow or other ITSM tools.
Non-Technical Skills Excellent communication, customer service, and presentation skills.
Highly patient and customer-oriented, with the ability to translate technical concepts into easy-to-understand instructions for end users.
Must be able and willing to work flexible hours, including providing on-call support.
