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IT Technical Support Specialist

Overview:

In this position you will be responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware/software, and related infrastructure. Act as Tier I and II support to end users on a daily basis when required. Responsible for first-level day-to-day onsite support of users and systems (regulated and non-regulated). Ensure hardware, operating systems, software, and related procedures adhere to organization's values.

Responsibilities:

Provides end-user desktop, laptop, phone, and software support
Imagines and deploys computer equipment
Manages and creates user accounts
Manages and creates employee security badges
Works with network administrators and application support staff to ensure user management, customer service, and proper troubleshooting
Keeps desktop OS and desktop software up to date
Coordinates printer setup and repairs
Contacts vendors and contractors as needed. Manage the repair process of those vendors
Assists with end-user device security functions that may include anti-virus and malware protection
Assists in infrastructure projects that may include, but are not limited to: VoIP deployments, network upgrades, server upgrades, email system upgrades and application deployments
Trains users on IT Systems and Policies and creates KB articles as needed
Responds to, escalates/reassigns, and closes helpdesk tickets
Works on routine assignments per written procedures, where the ability to recognize deviations from accepted practice is required
Follows GMP/GLP standards as a guide for action items and routines
Contributes to the overall operations and to the achievement of departmental goals
Performs job-specific tasks in compliance with applicable Regulations, International Standards, and WuXi AppTec Policies and Standard Operating Procedures

Qualifications:

Experience / Education

Associate’s or Bachelor’s degree, preferred, or equivalent experience
3-5 years of technical IT support experience
Preferred Certification: A+, Net +, MCSA or equivalent IT certificates
Thorough understanding of Good Laboratory Practices and Good Manufacturing Practices

Knowledge / Skills / Abilities:

Advanced knowledge of Windows 10/11 operating systems and MS Office 365
Basic knowledge of Windows Server 2019, 2022, 2025
Advanced knowledge of PC hardware troubleshooting and repair
Advanced knowledge of printers, troubleshooting, and repair
Advanced knowledge of Ethernet and Wi-Fi networks
Proficient in Microsoft Office applications (Excel, Word, Outlook)
Advanced knowledge of WAN, LAN, VPN, WLAN, and Remote Desktop program
Advanced knowledge in setting up Backups to External Hard Drives and Network Shares
Advanced understanding of networking principles and Microsoft Active Directory.
Previous experience in setting up and troubleshooting mobile phones (iOS/Android)
Strong organizational and time-management skills
Strategic thinking ability with strong analytical troubleshooting skills
Proficient in Oral & Written communication skills
A positive attitude and excellent customer service skills
Ability and desire to provide excellent customer service
Ability to work in a team environment and independently as required.
May be required to work Holidays and weekends