Technical Support Representative

Orgenesis, Inc.•Pittsburgh, PA

2d•$45,800 - $76,000•Hybrid

About The Position

Orgenesis is seeking a skilled, customer-focused, and technically proficient Technical Support Representative to provide frontline technical assistance to internal teams, healthcare partners, research institutions, and external clients using Orgenesis systems, platforms, and digital tools. This role is responsible for diagnosing and resolving technical issues, supporting software and system users, maintaining system performance visibility, and ensuring a seamless user experience across Orgenesis’ digital infrastructure supporting its global POCare™ platform and cell and gene therapy ecosystem. The ideal candidate is analytical, patient, detail-oriented, and comfortable working in a fast-paced biotechnology and healthcare technology environment.

Requirements

High School Diploma or GED required.
1–3 years of experience in technical support, IT help desk, or customer technical service roles.
Experience troubleshooting software, hardware, and network-related issues.
Proficiency with Windows and/or macOS operating systems.
Experience with ticketing systems (ServiceNow, Zendesk, Jira Service Desk, or similar).
Familiarity with Microsoft 365, Teams, and cloud-based applications.
Basic understanding of networking concepts (DNS, VPN, IP configuration).
Ability to learn new software and technical systems quickly.

Nice To Haves

Associate’s or Bachelor’s Degree in Information Technology, Computer Science, or related field preferred.
Experience in healthcare, biotechnology, pharmaceutical, or regulated environments preferred.
Knowledge of CRM, ERP, or enterprise systems preferred.
Bachelor’s degree in IT, Computer Science, or related discipline.
IT certifications such as CompTIA A+, Network+, ITIL Foundation, or similar.
Experience supporting SaaS platforms or enterprise software.
Experience working in healthcare technology or biotech environments.
Familiarity with cybersecurity best practices and compliance frameworks.

Responsibilities

Provide first-line technical support via phone, email, chat, and ticketing systems.
Diagnose and resolve hardware, software, and system-related issues.
Assist users with login issues, system access, and application functionality.
Troubleshoot network connectivity and application performance problems.
Guide users through step-by-step solutions and technical procedures.
Log, track, and manage support tickets using IT service management tools.
Prioritize incidents based on urgency and business impact.
Escalate complex technical issues to Tier 2/3 support or engineering teams.
Monitor ticket progress and ensure timely resolution within SLAs.
Document all troubleshooting steps and resolutions accurately.
Assist users with system navigation, software usage, and platform functionality.
Provide guidance on best practices for system use and troubleshooting.
Support onboarding of new users and employees with technical setup.
Create and update user guides, FAQs, and knowledge base articles.
Conduct basic training sessions for internal and external users when needed.
Monitor system alerts and notify appropriate teams of potential issues.
Assist IT teams in identifying recurring technical issues or system bugs.
Support routine maintenance activities and system updates.
Report performance issues and help identify root causes.
Ensure minimal disruption to users during system maintenance windows.
Maintain detailed records of technical issues and resolutions.
Update internal knowledge bases and documentation systems.
Generate reports on support trends, ticket volume, and system performance.
Document recurring issues to support long-term system improvements.
Assist with audit and compliance documentation when required.
Work closely with IT, Software Development, Cybersecurity, Operations, and Customer Success teams.
Communicate technical issues clearly to non-technical stakeholders.
Collaborate with engineering teams to resolve product defects.
Participate in system testing and quality assurance activities.
Support rollout of new tools, software updates, and system enhancements.
Follow IT security protocols and data protection policies.
Maintain confidentiality of sensitive healthcare, research, and company data.
Ensure compliance with applicable healthcare and data privacy regulations.
Report potential security incidents or vulnerabilities immediately.
Adhere to internal IT governance and access control policies.