IT Operations Support Specialist

The IT Operations Support Specialist provides hands-on IT support for on-site and remote users. This is an on-site position in north Charlotte, NC which reports to the IT Manager for US operations.

Responsibilities:
The IT Operations Support Specialist serves the help desk and systems administration functions for Biotage. This role is responsible for managing new and/or escalated Incidents and Requests that may be generated through an IT ticketing system, email, instant message, in-person request, or other means; end-to-end management of regional and global technology projects; as well as the fulfillment of any defined Service Catalog offerings such as performing elements of Change Management;

IMACD (Implementations, Moves, Additions, Changes, Decommissions);
Asset Management; and Problem Solving.

• Provides complex technical support and problem resolution for technology hardware systems, including workstation computers; handheld and mobile devices; print systems; peripherals; cabling; telephony; network infrastructure; etc. by leveraging advanced troubleshooting skills.
• Provides complex technical support and problem resolution for technology software systems; including Windows workstation and server operating systems; COTS (Commercial-Off-The-Shelf) desktop applications; line-of-business applications; custom programs and scripts; etc.
• Administers on-premises and cloud identity management, collaboration, and email systems, including Microsoft Active Directory;
  Teams;
  Exchange Online;
  SharePoint;
  Entra /M365;
  Defender;
  Intune.
• Manages technology refresh cycles for hardware and software, including research and documentation tasks; device setup and installation; decommissioning needs; etc.
• Provides technical input to the global IT team in adjusting and adapting processes; workflows; knowledgebase articles; and selecting and utilizing appropriate tools and techniques to further timely service delivery.
• Works independently with little to no direct supervision in analysis and implementation of solutions to fulfill multiple business unit IT requirements.
• Plans for and executes preventative maintenance on technology hardware and software systems.
• Provides all needs for IT project objectives, including research, planning, analysis, project execution, and closure steps.
• Manages the evolving workload using Outlook;
  One Note; ITSM ticketing system; and other organizational tools.
• Contributes to ongoing technical documentation authoring.
• Participates in cybersecurity routine exercises and emergency response needs.
• Performs other technical and non-technical functions as directed.

Required Qualities / Skills:

• Ability to strenuously maintain self-organization in a dynamic, productive, and sometimes demanding environment, including the use of One Note;
  Outlook; and other systems and mechanisms to remain in front of work requirements.
• Ability to follow detailed task sequences and processes, both working independently and with various teams in fulfilling business IT needs. Ability to follow, comprehend, and author technical support documentation; guidelines; knowledgebase articles; and workflows.
• Extensive experience in providing support for Windows Operating Systems and core business applications such as Office 365;
  Microsoft Teams;
  SharePoint;
  Salesforce;
  Dynamics 365 Finance & Operations; and common desktop and mobile applications.
• Understanding of Active Directory, domain structure and topology, policies and GPOs. Fluent in Microsoft Management Console snap-in usage, including AD Users and Computers; DNS; DHCP; and management of containers and objects within.
• Understanding of Microsoft 365 cloud applications and systems, including M365 Admin Center;
  Exchange Online;
  Entra ;
  SharePoint Online;
  Microsoft Teams; and One Drive management consoles.
• Understanding of the OSI model; TCP/IP protocols and concepts; network infrastructure and addressing; cabling; VPN;
  PoE; VOIP; and physical connectivity.
• Proven experience in troubleshooting various hardware and peripherals such as desktop and laptop PCs; tablets; cell phones; printers and copiers; cabling; and typical computer accessory devices.
• Must be able to package/un-package and transport computer equipment and devices, including the ability to lift and move equipment weighing up to 40 pounds.
• Must have experience managing computer assets, performing inventory tasks, and recording details of assets. Understanding of decommissioning procedures including data retention and destruction.
• Ability and willingness to travel to remote sites as needed, including periodic cross-country site support and infrequent international travel.
• Ability to participate in special projects and tasks which could infrequently include nights and weekend hours.
• Minimum of 3 years of experience in a customer-facing IT support role and exhibiting excellent customer service and communication skills both in person and through remote means, including telephone; email; and instant messaging.
• Minimum of 3 years of experience providing…