IT Support Administrator II

Bioventus•Durham, NC

52d

About The Position

This position is responsible for providing second-level IT support for clients, working in concert with the IT Service Desk to manage user support requests and incidents. This position is also responsible for assisting with desktop, server, and SaaS based application administration, support, and troubleshooting.

Requirements

Bachelor's degree and two (2) years previous IT support; or high school diploma with minimum of four (4) years previous IT support.
Skilled in hardware and operating system troubleshooting, software installation and upgrades, malware removal, access control/permissions troubleshooting.
Demonstrated proficiency required for supporting Windows and Mac OSX operating systems and Microsoft Office applications.
Demonstrated proficiency in supporting printers, scanners, and conference room equipment.
Familiar with networking concepts and troubleshooting skills.
Demonstrated communication skills to train others in computer software, and business applications and services; ability to communicate problems with supervisors as they become known.
Ability to maintain confidentiality and meet deadlines.

Nice To Haves

Previous experience supporting Call Center operations and SAP users a plus.

Responsibilities

Serve as escalation point for IT Service Desk tickets according to priority, providing run and fix services at the local office.
Provide local site support for users, conference rooms, printers, and other equipment. Escalate to vendors and other internal resources, when appropriate.
Resolve software/hardware issues related to all computers: tablets, laptops, desktops, printers, and other end user peripherals.
Manage and provide support for desktop technologies including end-user applications, operating systems, hardware, and peripherals. Utilize images and imaging process for tablets and laptops and deliver to end users.
Work with internal clients, suppliers/contractors, project teams and other technical staff to support technical solutions.
Participate in office build out projects for IT equipment deployment, installation, and configuration.
React to change productively and able to train users effectively on new technology. De-escalate conflict during difficult moments (service outages, dissatisfied users, etc.).
Travel domestically or internationally to support global data centers, offices, and events.
Hold oneself and others accountable to conduct business in a manner compliant with Bioventus' Code of Compliance and Ethics, policies and procedures and internal controls applicable to their role.
Other duties as assigned.