Job Summary

What you'll do

• Provide timely and professional support for IT Service Desk requests, delivering technical assistance to both on-site and remote users.
• Administer Microsoft 365, Active Directory, user accounts, multi-factor authentication, access permissions, email services, and collaboration platforms.
• Maintain Windows Server environments, operating systems, file and print services, system integrations, and supporting infrastructure.
• Support virtualization platforms, storage systems, backup environments, and disaster recovery processes.
• Monitor system performance, hardware availability, backup activity, server resources, and critical processes to proactively identify and resolve issues.
• Install, configure, deploy, and maintain laptops, desktop computers, printers, phones, mobile devices, software, security updates, antivirus solutions, and corporate-standard system images.
• Support networking infrastructure including LAN, WAN, internet connectivity, switches, VLANs, wireless access points, firewalls, routers, UPS units, PDUs, and related technologies.
• Troubleshoot a wide range of issues involving hardware, software, networking, email systems, client-server applications, VoIP phones, video conferencing solutions, and office automation tools.
• Maintain accurate inventory records for laptops, servers, networking equipment, and other IT assets in accordance with site and global procedures.
• Create and maintain documentation for systems, configurations, procedures, and support activities within designated document management systems.
• Coordinate with external vendors to support utility applications, manage issue resolution, and ensure activities are properly documented and tracked.
• Implement and maintain corporate infrastructure standards, security requirements, and IT procedures across supported facilities.
• Research technical issues, evaluate emerging technologies, and recommend improvements to server, network, endpoint, and infrastructure solutions.
• Travel to local supported sites as needed to provide technical support and complete assigned IT initiatives.
• Provide support during off-hours, emergency situations, and business-critical incidents when required to help ensure operational continuity.

Qualifications and need-to-know

• Bachelor’s degree in Computer Science, Information Systems, or a related discipline; equivalent education and relevant experience may be considered.
• Minimum of three years of hands-on IT Service Desk and systems administration experience, including Level 1, Level 2, and Level 3 support responsibilities.
• Practical experience with Windows Server administration, Microsoft 365, Active Directory, networking, switching, VLAN management, and endpoint support.
• Experience within the biotechnology or pharmaceutical industry is preferred.
• Working knowledge of cGMP, GAMP5, Computer System Validation (CSV), and MasterControl documentation practices is preferred.
• Strong analytical, troubleshooting, organizational, prioritization, and time management skills with the ability to manage multiple competing priorities.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to both technical and non-technical audiences.
• Self-motivated, detail-oriented, and able to work independently while contributing effectively within a collaborative team environment.
• Demonstrated ability to research issues, evaluate options, develop practical solutions, and communicate recommendations in a clear, business-focused manner.