IT Support Specialist l

AIM OF THE POSITION

Responsible for managing the organization's PCs, Print services, terminals, monitors, laptops, handheld devices, and other network-connected or related hardware. This position is also responsible for properly executing software residing on the desktop and laptop systems. The IT Support Specialist I works closely with the network and system administrators to support the network and server infrastructure to keep systems functioning correctly. Some of the duties of the IT Support Specialist I include installing, configuring, and upgrading PCs, laptops and related equipment, diagnosing and troubleshooting both standard and unusual hardware and software problems, performing preventive maintenance on the organization's PC equipment, installing required software patches, ensuring the connectivity of PCs, laptops, mobile, and other computing devices to both the local area network (LAN) and wide area network, setting up and maintaining locally connected and networked printers, and connecting needed peripheral equipment for both end users and Lab areas.

POSITION WITHIN THE ORGANIZATION

• Reports to the Manager of Infrastructure and Support. Works closely with the team in scheduling tasks such as repairs and installations. This position is expected to be self-starting, self-motivating, and to exercise significant responsibility for providing excellent customer support.
• Cooperates with all departments within Agendia.
• Participates in:

* Department meetings (local and global)

* Project meetings

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Service Desk and desk-side support

* Installs, configures, tests, maintains, monitors, and troubleshoots end-user networked peripheral devices, workstation hardware, and networking hardware products.

* Partners with and provides support and training to staff and end-users on computer operation issues.

* Works with end users to identify and deliver essential PC service levels.

* Performs on-site (and remote) diagnosis, analysis, and resolution of complicated PC problems for various end users and implements and recommends corrective hardware solutions.

* Maintains an accurate inventory of Desktops, Laptops, printers, scanners, monitors, and other peripheral devices.

* Receives and responds to incoming calls, e-mails, or incidents regarding hardware or software issues.

* Deliver excellent technical and non-technical support promptly with outstanding customer service and end-user satisfaction.

* Provide tier 1 first contact end-user support, including software installation, PC troubleshooting, hardware diagnoses and repair, configuration, and training.

* Escalate incidents as needed to facilitate and efficiently resolve.

* Image and deploy desktops and laptops as needed.

* Set up and provision equipment for new hires.* Provide New Hire Onboarding for recently hired employees.

* Resolve daily issues of a complex scope that impact the team and overall business objectives.

* Receives, researches, and resolves customer questions and problems related to all Agendia systems and applications.

* Prioritize and manage multiple support tickets at any given time.

* Work closely with other vendors or management to communicate and escalate issues/tickets as necessary.

* Utilize the ITSM platform to document service requests and asset inventory properly.

* Accountable for meeting timely resolutions and communicating with end users regarding the status of tickets/issues.

* Application Support

* Provide Level 1 Application Support through incident tickets from the Service Desk.

* Manage and monitor applications to ensure all components function appropriately.

* Monitor and maintain the computer systems for the enterprise and analyze performance indicators.

* Policies and Procedures

* Understanding, familiarizing, and adhering to all applicable Company and Department Policies, Procedures, and work instructions.

* Ensure compliance with healthcare regulations such as HIPPA, GDPR, FDA, CAP, CLIA, ISO 13485.

* Remain informed about policies and guidelines, and assist with compliance.

The above listing represents the general duties considered essential functions of the job. It is not to be regarded as a detailed description of all the work requirements that may be inherent in the position.

KEY CONTACTS

Internal: I.T. Team, Laboratory Operations, RA/QA, Commercial, Marketing, Medical Affairs, Clinical Affairs, Finance, Billing, Etc.

External: Vendors, regulatory agencies, etc.

EDUCATION AND EXPERIENCE REQUIREMENTS

EDUCATION

* High school diploma

CERTIFICATIONS

* Relevant certifications such as CompTIA A+, Security +, Network +, or Microsoft Fundamentals certifications preferred.

EXPERIENCE* 2+ years in an IT support role, ideally in the Biotech or healthcare industry.

* Oral, written, and one-on-one communications with technical and non-technical users.

* Problem solving with relation to complex computer systems and operations.

* Knowledge of HIPAA and healthcare data security preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA'S)Specific Knowledge Required:

Knowledge: Comprehension of a body of information acquired by experience or study.

Skill: A present, observable competence to perform a learned activity.

Ability: Competence to perform an observable behavior.

* Current and future practices, terminology, and principles of information technology.

* Desktop systems hardware and software management.

* Local and wide area networking principles and operations.

* Organizational procedures for tracking and maintaining many assets.

* Confidentiality rules related to the operation and handling of PHI/PII functions and network information.

* Customer service practices that are required to meet and exceed end-user expectations

* Hands-on experience with Microsoft o365 administration including licensing

* Experience with Windows Autopilot and device provisioning.

* Responsible for maintaining, configuring, and reliably operating endpoints and Lab equipment under IT control.

* Strong technical knowledge in remote assistance for Windows operating systems.

* Basic understanding of TCP/IP networks as it applies to end-user and back-office connections

* Ability to troubleshoot network connectivity issues for both wired and wireless.

* Collaborate with technical contacts from vendors and customers to resolve complex technical problems and escalate issues when necessary.

* Assist in facilitating cybersecurity awareness and best practices training, including phishing campaigns for end users.

* Potentially participate in an on-call rotation and work outside regular hours when required for maintenance and critical issues.

* Assist with new employee onboarding and general IT training sessions as needed.

* The ability to follow written guidelines and adhere to Standard Operating Procedures is critical, as is the ability to document actions. Excellent verbal and written communication skills are required.

* Strong customer service, leadership, organization, communication, and interface skills.

* Strong communicator who communicates openly with internal employees, managers, and customers.

* Able to integrate and apply feedback professionally.

* Ability to work as part of a team.* Able to prioritize and drive to results with a high emphasis on quality.

* Able to maintain confidentiality of information and other related matters required

BEHAVIOURAL COMPETENCIES/DESIRED SKILLS

o Quickly analyze operational issues with complex computer equipment

o Interpret non-technical communications to serve customers with skill and professionalism.

o Maintain cooperative and effective working relationships with other employees, supervisors, and the citizens.

o Ability to work independently and prioritize personal workload.

• Ability to function in a team environment.
• Self-organization and Excellent communication skills
• Perform multiple tasks under minimal supervision.
• Attend work as scheduled and/or required.
• Can do-attitude; enables change.

WORKING ENVIRONMENT

* Establishes ADA (Americans with Disabilities Act) requirements.

* The employee typically works in an office environment and uses a computer(s), test equipment, software, telephone, and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. This position will sometimes require significant work in other office areas and locations, such as laboratories. Following protocols and understanding various work environments are necessary.

ENVIRONMENT/SAFETY/WORK CONDITIONS

Working conditions (inside or outside the office).

o The employee is regularly required to sit, talk, or hear, frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend, push, pull, and lift up to 40 pounds.

o Regularly works on a computer for approximately 6-8 hours daily.

TRAVEL

o No Travel Requirements

OTHER DUTIES

Other duties as required by management.