IT Support Specialist

Innoviva Specialty Therapeutics•Waltham, MA

3h•Onsite

About The Position

The IT Support Specialist plays a critical role in ensuring the seamless operation of IT systems and delivering high-quality, on-site technical support to all end-users at Innoviva Specialty Therapeutics (IST). This role is responsible for maintaining reliable IT infrastructure, resolving technical issues efficiently, and minimizing disruptions to business operations. This role requires a proactive problem-solver with excellent communication skills and strong technical expertise to diagnose issues, provide timely solutions, and support a positive end-user experience. The IT Support Specialist will work closely with team members across departments to ensure technology solutions align with business needs and organizational objectives.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field. Equivalent experience may be considered.
3 plus years of experience in IT support roles, with at least 1 year in a Tier 2 support position.
Proficiency with Windows operating systems, Active Directory, and Azure AD.
Knowledge in Microsoft 365 and all associated applications, including Outlook, Teams, SharePoint, OneDrive, Excel, Word, PowerPoint, O365 Admin Center.
Understanding of network principles, including TCP/IP, DNS, VPN, and wireless networks. Knowledge of endpoint management tools (Intune).
Familiarity with industry-standard IT ticketing systems, such as Freshservice or ServiceNow.
Excellent verbal and written communication skills.
Strong organizational skills with the ability to manage multiple priorities.
Demonstrate a strong sense of urgency and ensuring timely resolution of issues to minimize downtime and maintain optimal system performance.
Customer-focused, with an aptitude for troubleshooting and problem-solving in a high-demand environment.

Nice To Haves

Experience in a biopharmaceutical, healthcare, or similar regulated environment preferred.

Responsibilities

Resolve complex hardware, software, and networking issues, acting as an escalation point for helpdesk remote staff.
Assist with user account management, device setup, and troubleshooting for laptops, desktops, mobile devices, and applications. Ensure timely responses to service requests and efficient problem resolution.
Oversee and maintain on-site IT equipment, including servers, network devices, conference room technology, and peripherals. Coordinate with external vendors for equipment repairs and upgrades as necessary.
Provide support for Microsoft environments, including Windows Server, Microsoft 365, Azure AD, and Teams. Manage and troubleshoot issues within the Microsoft ecosystem, including group policies, email services, OneDrive, SharePoint, and Microsoft Teams.
Manage and respond to IT incidents efficiently, collaborating with team members to minimize impact and downtime. Escalate issues to the IT operations when necessary.
Track and manage IT assets, including inventory of hardware and software licenses, ensuring compliance with licensing agreements and company policies.
Develop and maintain accurate documentation for troubleshooting procedures, network configurations, and IT policies. Create and update knowledge base articles to support end-users and IT staff.
Assist with new hire training and onboarding, provide guidance on best practices, and help ensure adherence to IT policies and procedures.
Participate in IT projects to improve system efficiency, implement new technologies, and support company initiatives as required.
Work closely with internal departments, such as Quality, Regulatory, and Operations, to ensure IT support aligns with biopharma compliance standards and business needs.