IT Support Specialist (Help Desk I/II)

IT Support Specialist (Help Desk I/II)

Location: Oklahoma City, OK
Department: Information Technology
Reports To: Network Administrator / IT Manager

Wheeler Bio is a rapidly growing biomanufacturing company based in Oklahoma City, working at the forefront of biologics development and manufacturing. The team partners with innovative biotech companies to accelerate the delivery of life-changing therapies through a collaborative, science-driven approach.

Position Summary

We’re looking for someone who can handle day-to-day support while also stepping into systems and infrastructure work as needed. This role is critical to daily operations—supporting end users, maintaining core systems, and assisting with infrastructure tasks in a fast-paced, regulated environment.

The right candidate will operate across support, systems, and light network responsibilities, with exposure to servers, cloud services, and business-critical applications.

Key Responsibilities

End User Support (Primary Focus)

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, and peripherals
• Troubleshoot hardware, software, and network connectivity issues (onsite and remote)
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) issues including authentication and access
• Manage user accounts in Active Directory and Azure AD (create, modify, disable)
• Support VPN connectivity and MFA (Duo or equivalent)
• Document, track, and resolve tickets within SLA expectations

Systems & Server Support

• Assist with administration of Windows Server environments (2016/2019/2022)
• Support file servers, shared drives, and permissions management
• Assist with virtualization platforms (VMware or Hyper-V)
• Monitor system health and respond to alerts (backups, storage, performance)
• Participate in patching, updates, and basic server maintenance

Network & Infrastructure Support

• Assist with troubleshooting LAN/WAN connectivity (switches, VLANs, Wi-Fi)
• Support firewall and VPN user access (Fortinet or similar preferred)
• Help maintain network equipment and escalate issues as needed

Operational Support

• Onboard and offboard employees (account setup, hardware provisioning, access control)
• Maintain IT inventory and asset tracking
• Coordinate with third-party vendors/MSP for escalations and projects
• Support conference room technology and office IT needs

Preferred Qualifications

• Experience with Windows Server administration
• Familiarity with VMware ESXi or Hyper-V
• Experience with Fortinet, Cisco, or similar network equipment
• Exposure to backup solutions (Veeam, Synology, or similar)
• Experience in regulated environments (GMP, biotech, healthcare) is a plus

Key Traits for Success

• Self-starter who can operate without constant direction
• Strong customer service mindset with clear communication
• Ability to prioritize and manage multiple issues simultaneously
• Comfortable working in a startup environment with evolving processes
• Willingness to learn and grow into more advanced technical responsibilities