IT Support Specialist

Cosette Pharmaceuticals•Bridgewater, NJ

18h•Hybrid

About The Position

Cosette Pharmaceuticals, Inc. is a US-based, fully integrated pharmaceutical company with capabilities in product development, manufacturing, and commercial operations. Cosette has a fast-growing portfolio of branded pharmaceuticals consisting of products in the cardiology, women's health, and migraine markets. Cosette has a long history in quality manufacturing of complex dosage forms including topical creams, ointments, oral liquids/solutions and suppositories, which has led to consistent supply to customers and commercialization success. Cosette has corporate and manufacturing facilities in New Jersey and North Carolina and is supported by more than 300 dedicated employees across all functional areas. Innovating every day.™ SUMMARY Reporting directly to the Senior Manager, Network Administration, the IT Support Specialist is responsible for providing technical support to end users across the organization, with primary responsibility for delivering high-touch, white-glove support to the Senior Leadership Team (SLT). This role serves as the primary point of contact for executive technology needs, ensuring timely resolution of issues while maintaining a high level of professionalism, responsiveness, and customer service. The IT Support Specialist provides support for a wide range of technologies, including desktop and laptop computers, mobile devices, Microsoft 365 applications, conference room and audio/visual systems, printers, remote connectivity, and other end-user technologies. Executive support requests are the highest priority and require prompt response to minimize business disruption. As part of the IT Service Desk organization, this role combines exceptional end-user support with a high-touch, white-glove service model for the Senior Leadership Team. The IT Support Specialist is expected to maintain accurate documentation of all work performed, follow established IT support processes, and collaborate with other IT teams to deliver consistent, reliable technology services across the organization.

Requirements

10+ years supporting executive leadership in a corporate environment.
Strong experience supporting Microsoft 365, Windows 11, Microsoft Teams, Outlook, and mobile devices.
Experience with conference room technologies and hybrid meeting platforms.
Bachelor's degree or equivalent experience.
Exceptional customer service and interpersonal skills.
Professional executive presence.
Ability to remain calm under pressure.
Excellent verbal and written communication.
Strong troubleshooting skills across Microsoft technologies.
Advanced knowledge of Microsoft 365.
Experience supporting Apple iOS devices.
Experience supporting conference room technology and AV systems.
Strong organizational and time management skills.
Ability to manage multiple high-priority requests simultaneously.
High degree of discretion and confidentiality.
Self-starter capable of working independently with minimal supervision.
Willingness and ability to stay current with emerging network technologies, trends, and best practices.
Experience in developing and delivering training programs to enhance team skills and knowledge.
Ability to balance performance, reliability, and cost considerations in network design and implementation.

Nice To Haves

Experience providing white-glove support to C-Level executives preferred.
Experience with Microsoft Intune, Entra ID, Active Directory, and endpoint management preferred.

Responsibilities

Serve as the primary IT support resource for the Senior Leadership Team (SLT), delivering responsive, high-touch, white-glove technical support.
Build trusted relationships with executive leadership through professional, responsive, and proactive service.
Respond to, troubleshoot, and resolve hardware, software, operating system, application, networking, mobile device, printing, audio/visual, conference room, and peripheral-related issues.
Provide technical support for laptops, desktops, mobile devices, Microsoft 365 applications, Microsoft Teams, Outlook, printers, conference room technology, remote connectivity, and other end-user technologies.
Coordinate and support executive meetings, board meetings, town halls, and other high-visibility events by ensuring all technology is fully operational.
Proactively identify and resolve technology issues that may impact executive productivity.
Document all incidents, service requests, and work performed within the IT Service Management platform, including requests received directly from executive leadership.
Manage and prioritize support requests in accordance with departmental priorities and service level expectations.
Coordinate with other IT teams and vendors to ensure timely resolution of technical issues.
Maintain accurate technical documentation, knowledge base articles, and support procedures.
Maintain the highest level of professionalism, discretion, confidentiality, and customer service while supporting executive leadership.
Completion of software assessments and recommendations.
Full participation in goal and objective setting and review process.
Manage end user expectations by providing regular status updates regarding support and development initiatives.
Identifies and escalates issues or barriers to management as appropriate.
Assist the IT Help Desk in resolving service tickets.