Support Technician

• 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

• Associate or bachelor’s degree in information technology, Computer Science, or a related field
• 5+ 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
• 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.)
• 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

Experience with GMP, GDP, and biopharma manufacturing is a plus