Sr. Associate, IT Support
About The Position
Ocular Therapeutix, Inc. (NASDAQ:OCUL) is a biopharmaceutical company focused on the formulation, development, and commercialization of innovative therapies for diseases and conditions of the eye using its proprietary bioresorbable hydrogel-based formulation technology, ELUTYX™. Ocular Therapeutix has built a robust product pipeline of drug delivery solutions developed to reduce the complexity and burden of the current standard of care and position itself to become a leader in the ophthalmic space. Outside of the ophthalmic realm and behind the doors of our headquarters in Bedford, MA, we strive to build a strong culture where employees can flourish and achieve their career goals. We encourage out of the box thinking, cross-functional collaboration, and creativity. Position Summary : The Sr. Associate of IT Support plays a crucial role in ensuring smooth operation and support for our organization's environment. This position involves a broad range of responsibilities including troubleshooting hardware and software issues, installing and configuring new hardware. The support specialist will be expected to work on issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service. This position is on-site Monday through Friday.
Requirements
- High School diploma or equivalency required.
- Minimum of 3-5 years of related experience in a similar support role.
- Excellent verbal and written communication skills.
- Ability to handle working in a fast-paced environment with sometimes strict deadlines.
- Technical proficiency in the following: Windows 7/10/11, Active Directory, Azure portal, Office 365 portal, Endpoint Manager.
- Strong analytical, problem-solving, and conceptual skills, and the ability to own a technical task and work it to completion.
- Proven subject matter expertise in the relevant support area.
- Appropriate IT industry certifications.
- Strong troubleshooting and technical support experience.
- Ability to understand and resolve complicated technical issues.
- Ability to follow processes, procedures, and work instructions to ensure consistent customer experiences.
Nice To Haves
- Associate degree or higher, preferred.
Responsibilities
- Handles escalated issues: Takes on more complex tickets that Level 1 support cannot resolve, such as in-depth troubleshooting of hardware, software, and network problems.
- Performs advanced configurations: Sets up and configures systems and applications, performs upgrades, and implements file backups.
- Conducts system diagnostics: Dives into the root cause of problems using advanced tools and techniques.
- Collaborates with IT teams: Works with other IT personnel to resolve recurring issues and improve overall system efficiency.
- Requires in-depth knowledge: Needs a strong understanding of operating systems (Windows, macOS, Linux), networking concepts (TCP/IP, DNS, DHCP), and enterprise applications.
- Manages server-related tasks: May assist with basic server maintenance, such as troubleshooting server problems, managing file servers, or working with Active Directory.
- Follows IT best practices: Often follows ITIL best practices and uses ticketing systems to track issues and ensure accuracy
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
251-500 employees
