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.

• 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.

• 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…