IT Support Specialist

Hamilton Company•Franklin, MA

29d•Onsite

About The Position

Hamilton Storage provides automation solutions to customers in life science and clinical research. The company develops modular, scalable systems that automate sample storage, management, and processing. Hamilton provides all the benefits of advanced automation without the complexity associated with installing, operating, and maintaining large-scale custom systems. Acquired in 2007, Hamilton Storage is headquartered in Franklin, Massachusetts, USA with R&D facilities co-existing in both Franklin, MA and Bonaduz, Switzerland. The decentralized R&D organization benefits both production and marketing and allows Hamilton to stay close to the local markets and respond quickly to market needs. This position provides technical assistance and support to end users regarding applications, computers, and peripherals. The IT Support Specialist will be the primary user of the IT ticketing system, liase with the Swiss IT team, work with 1-2 junior employees and interns, and support the overall business in IT related matters. The position also supports the software team with the deployment of software, setting up environments like VM’s, and support the development and rollout of IT projects.

Requirements

Strong Interpersonal skills, pleasant demeanor, and the ability to work harmoniously with users at all levels.
Thorough understanding of computer hardware, software, peripherals, and current computer technology and trends.
General knowledge of network domains, VLANs, Active Directory, Azure AD, login procedures, and web browser settings.
General Knowledge of ERPs and manufacturing processes.
Experience in managing IT projects.
Ability to analyze problems, develop alternatives, and take appropriate steps toward a solution.
Excellent verbal and written communication skills are required.
Capable of working with multiple systems in tandem and multitasking.
Ability to work quickly and efficiently under pressure.
Strong data management, accuracy, and eye for detail.
Four-year degree in computer information systems, computer science, or equivalent is required.
At least two years of experience in information technology.
Stable work history and employment background.

Nice To Haves

Current information technology certifications are a plus.
Experience with data analytics and reporting (power BI) is preferred

Responsibilities

Provide Tier 1 and Tier 2 support for incoming queries and issues related to systems and networking.
Support our RESTful API integrations with our customers by providing and interpreting documentation, and setting up simulation environments, usually in the form of Virtual machines.
Support the configuration of remote SQL databases / remote backup solutions
Provide exceptional IT service to all Hamilton storage employees and resolve their support needs.
Function as the bridge between local users and the local network environment and policy development and control in Switzerland
Effectively prioritize workflow between external and internal employee requests.
Consistently provides excellent communication and response time for issues.
Maintain appropriate documentation in all IT systems.
Develop and document solutions by developing standard operating procedures (SOPs).
Effectively communicate complicated computer problems to Tier 3 Swiss IT Support.
Collaborates productively as appropriate with other members of the IT team.
Coach computer users on topics associated with their computer problems.
Configure, install, modify, and maintain computers, laptops, and peripherals.
Utilize software/hardware tools to help diagnose computer problems.
Connect PCs to Local Area Networks (LAN) and resolve network-related issues.
Administration of user accounts in Active Directory, Azure, and other systems.
Maintain an organized inventory of IT hardware.
Coordinate with the purchasing and management team to keep appropriate stocks of supplies.
Perform onboarding and off-boarding of new or existing employees.