Technical Support Specialist

Bioivt • Woodbury, NY

7d

About The Position

Supports the user community by diagnosing and resolving network, workstation, and software problems. Represents the first point of contact with the IT department for prompt resolution of technical issues. Executes network and system administration task in support of the Information Technology department. Identifies and recommends initiative-taking solutions to minimize common technical problems. Maintains the network infrastructure following procedures established by Management and Company SOP’s (standard operating procedures). This position will ensure compliance with Environmental Health and Safety (EHS) policies, State Departments of Health, Good Documentation Practices (GDP), Good Laboratory Practice (GLP), Good Manufacturing Practices (GMP), Good Clinical Practices (GCP), Good Laboratory Practice (GLP), Standard Operating Procedures (SOPs), EMEA and FDA Guidelines, general State and Country Regulations such as but not limited to (CLIA, CAP, USP, ISO 9001, USDA regulations, HTA license, DEA and State Controlled Substance programs) where site appropriate.

Requirements

• Associate degree (AS) or current enrollment in bachelor's program (B.S. /B. A.) in Computer Science and 1-2 years related experience preferred.
• Experience may be substituted for degree.
• Excellent problem solving, communication and people skills; demonstrates high-level customer service and the ability to work in a team environment.
• Understands and acknowledges confidentiality issues surrounding company information and will not view or share information that is restricted for others use/viewing only.
• Utilizes a high degree of ethical restraint in the use of network administration powers and access privileges.
• Familiar with Windows Networks, Active Directory, VMware ESX, ISCI SAN, TCP/IP Protocol, 802.11 protocols, IPSEC protocol, VLAN’s, Wireless Networking, Exchange, and Microsoft Office products.

Nice To Haves

• Experience as a PC Technician / Help Desk Technician, Preferred.

Responsibilities

• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Provides 1 st and 2 nd Tier technical support to end users on a variety of issues.
• Provides on-call response to off-duty hour’s issues and network problems.
• Tracks and monitors the problem to ensure a timely resolution.
• Accurately accounts for time related to problem resolution.
• Maintains issue log to identify recurring problems.
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.
• Works with other Information Technology members to resolve Tier 3 issues to build understanding and prevent future need for escalation.
• Performs initial IQ/OQ (Installation Qualification/Operational Qualification) for all new PCs and laptops.
• Installs, configures, and patches all PC and laptop software in accordance with validated systems procedures.
• Assist with asset tracking and software license management.
• Installs new software releases, system upgrades, and patches to enterprise and server software.
• Identifies and resolves software related problems.
• Supports the IT Manager and Systems Administrator in all necessary administration of all applications and network infrastructure.
• Maintains data files and monitors system configuration to ensure data integrity.
• Implements file and printer shared resources.
• Supports and maintains user account information including rights, security, and systems groups.
• Documents, maintains, upgrades, or replaces hardware and software systems.
• Assists in configuration and deployment of new workstation and infrastructure hardware.

Benefits

• We offer a comprehensive benefit package for eligible team members, including medical, dental, vision, short-term/long-term disability, life insurance, hospital indemnity and accident insurance.
• We also provide a generous retirement plan with a company match.
• Eligible employees enjoy competitive time-off policies and a collaborative environment that promotes growth from within.
• Enjoy company-sponsored events for the entire team!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree