IT Support Specialist I

Tableau Software•Spokane, WA

39d

About The Position

Jubilant HollisterStier LLC, Spokane's Largest Manufacturing Company, and well-established member of the business community, provides a complete range of services to support the pharmaceutical and biopharmaceutical industries. Jubilant HollisterStier is a nationally recognized contract manufacturer of sterile injectable vials, and lyophilized products. The Allergy business is a worldwide leader in the manufacture of allergenic extracts, targeted primarily at treating allergies and asthma. Jubilant HollisterStier is a proud member of the Jubilant Pharma family. Our Promise: Caring, Sharing, Growing We will, with the utmost care for the environment and society, continue to enhance value for our customers and stakeholders by providing innovative products and economically efficient solutions' through growth, cost effectiveness and wise investment of resources. Job Description: A Help Desk Support Specialist provides technical assistance and support to end-users experiencing hardware, software, or network-related issues. This role involves diagnosing and resolving problems, guiding users through step-by-step solutions, and escalating complex issues to higher-level support when necessary. The specialist ensures timely and effective communication, maintains detailed records of user interactions, and contributes to developing user guides and documentation. Strong problem-solving skills, excellent customer service, and the ability to work under pressure are essential for success in this role.

Requirements

High school diploma required.
Strong problem-solving and troubleshooting skills required
Excellent communication, customer service, interpersonal abilities required
Minimum five years of related experience required.
Technical Troubleshooting: Proficiency in diagnosing and resolving hardware, software, and network issues efficiently required
Software Installation and Maintenance: Ability to install, update, and maintain various software applications and ensure they function correctly required
Security Best Practices: Familiarity with cybersecurity principles, including data protection, antivirus software, and secure access protocols required
Prolonged sitting required
Prolonged computer use, including monitor and keyboard, work on switches that are caged in enclosures or mounted on extended heights required

Nice To Haves

CompTIA A+, Network+, Security+ certification desired
Experience managing desktops/laptops, Active Directory, Windows 10/11, Office/Microsoft 365, SAP desired
Pharmaceutical and FDA Regulated Industry experience desired.
Regulated industry experience desired.

Responsibilities

Provide first-level technical support to end-users via phone, email, or chat.
Diagnose and troubleshoot end-user hardware, software, and network issues.
Escalate complex problems to higher-level support teams when necessary.
Maintain detailed records of user interactions and issue resolutions.
Guide users through step-by-step solutions and provide clear instructions.
Monitor and respond to support tickets in a timely manner.
Setting up, configuring, and maintaining computer systems.
Develop and update user guides and technical documentation.
Ensure compliance with company policies and IT best practices.
Perform other duties and responsibilities set forth by IT Management.
Provides analysis, diagnosis or production tasks which noticeably impact end results.
Independently performs a broad range of technical, computer-related tasks under general supervision.
Exercises independent judgment and decision making in the diagnosis and resolution of computer, network, and server hardware and software problems.