IT Operations Support Specialist

Biotage•Charlotte, NC

5h•Onsite

About The Position

The IT Operations Support Specialist provides hands-on IT support for on-site and remote users. This is an on-site position in north Charlotte, NC which reports to the IT Manager for US operations. Responsibilities: The IT Operations Support Specialist serves the help desk and systems administration functions for Biotage. This role is responsible for managing new and/or escalated Incidents and Requests that may be generated through an IT ticketing system, email, instant message, in-person request, or other means; end-to-end management of regional and global technology projects; as well as the fulfillment of any defined Service Catalog offerings such as performing elements of Change Management; IMACD (Implementations, Moves, Additions, Changes, Decommissions); Asset Management; and Problem Solving. Provides complex technical support and problem resolution for technology hardware systems, including workstation computers; handheld and mobile devices; print systems; peripherals; cabling; telephony; network infrastructure; etc. by leveraging advanced troubleshooting skills. Provides complex technical support and problem resolution for technology software systems; including Windows workstation and server operating systems; COTS (Commercial-Off-The-Shelf) desktop applications; line-of-business applications; custom programs and scripts; etc. Administers on-premises and cloud identity management, collaboration, and email systems, including Microsoft Active Directory; Teams; Exchange Online; SharePoint; Entra ID/M365; Defender; Intune. Manages technology refresh cycles for hardware and software, including research and documentation tasks; device setup and installation; decommissioning needs; etc. Provides technical input to the global IT team in adjusting and adapting processes; workflows; knowledgebase articles; and selecting and utilizing appropriate tools and techniques to further timely service delivery. Works independently with little to no direct supervision in analysis and implementation of solutions to fulfill multiple business unit IT requirements. Plans for and executes preventative maintenance on technology hardware and software systems. Provides all needs for IT project objectives, including research, planning, analysis, project execution, and closure steps. Manages the evolving workload using Outlook; OneNote; ITSM ticketing system; and other organizational tools. Contributes to ongoing technical documentation authoring. Participates in cybersecurity routine exercises and emergency response needs. Performs other technical and non-technical functions as directed.

Requirements

Ability to strenuously maintain self-organization in a dynamic, productive, and sometimes demanding environment, including the use of OneNote; Outlook; and other systems and mechanisms to remain in front of work requirements.
Ability to follow detailed task sequences and processes, both working independently and with various teams in fulfilling business IT needs. Ability to follow, comprehend, and author technical support documentation; guidelines; knowledgebase articles; and workflows.
Extensive experience in providing support for Windows Operating Systems and core business applications such as Office 365; Microsoft Teams; SharePoint; Salesforce; Dynamics 365 Finance & Operations; and common desktop and mobile applications.
Understanding of Active Directory, domain structure and topology, policies and GPOs. Fluent in Microsoft Management Console snap-in usage, including AD Users and Computers; DNS; DHCP; and management of containers and objects within.
Understanding of Microsoft 365 cloud applications and systems, including M365 Admin Center; Exchange Online; Entra ID; SharePoint Online; Microsoft Teams; and OneDrive management consoles.
Understanding of the OSI model; TCP/IP protocols and concepts; network infrastructure and addressing; cabling; VPN; PoE; VOIP; and physical connectivity.
Proven experience in troubleshooting various hardware and peripherals such as desktop and laptop PCs; tablets; cell phones; printers and copiers; cabling; and typical computer accessory devices.
Must be able to package/un-package and transport computer equipment and devices, including the ability to lift and move equipment weighing up to 40 pounds.
Must have experience managing computer assets, performing inventory tasks, and recording details of assets. Understanding of decommissioning procedures including data retention and destruction.
Ability and willingness to travel to remote sites as needed, including periodic cross-country site support and infrequent international travel.
Ability to participate in special projects and tasks which could infrequently include nights and weekend hours.
Minimum of 3 years of experience in a customer-facing IT support role and exhibiting excellent customer service and communication skills both in person and through remote means, including telephone; email; and instant messaging.
Minimum of 3 years of experience providing direct/hands-on and remote IT support to users in a business environment.
Minimum of 3 years of experience in working within an IT Service Management (ITSM) ticketing system.
Minimum of 3 years of experience with hands-on computer work, including the entire array of skills related to the troubleshooting and repair of hardware and software components.
Minimum of 1 year of experience supporting Apple mobile devices and products in a business environment.
Minimum of 1 year in the usage and support of A/V systems, including video conferencing; conference bridge telephony; video projectors; wall-mounted and portable large displays; and smartboards.

Nice To Haves

Familiarity with ITIL and ITSM is preferred.
Achievement of IT certifications such as: CompTIA A+, Security+, and Network+; Microsoft Certified Professional/MCSA/MCSE; Windows 10/11; M365; and/or other related IT certifications.

Responsibilities

Managing new and/or escalated Incidents and Requests that may be generated through an IT ticketing system, email, instant message, in-person request, or other means
End-to-end management of regional and global technology projects
Fulfillment of any defined Service Catalog offerings such as performing elements of Change Management; IMACD (Implementations, Moves, Additions, Changes, Decommissions); Asset Management; and Problem Solving
Provides complex technical support and problem resolution for technology hardware systems
Provides complex technical support and problem resolution for technology software systems
Administers on-premises and cloud identity management, collaboration, and email systems
Manages technology refresh cycles for hardware and software
Provides technical input to the global IT team in adjusting and adapting processes
Works independently with little to no direct supervision in analysis and implementation of solutions to fulfill multiple business unit IT requirements
Plans for and executes preventative maintenance on technology hardware and software systems
Provides all needs for IT project objectives, including research, planning, analysis, project execution, and closure steps
Manages the evolving workload using Outlook; OneNote; ITSM ticketing system; and other organizational tools
Contributes to ongoing technical documentation authoring
Participates in cybersecurity routine exercises and emergency response needs
Performs other technical and non-technical functions as directed