IT Technical Support Specialist II

Overview

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 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 create 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

• Associate’s or Bachelor’s degree, preferred, or equivalent experience.
• 3-5 years 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.
• Maybe required to work Holidays and weekends.Physical Requirements:         

• Must be able to work in an office environment with minimal noise conditions.
• Must be able to work in Lab setting with exposure to Animals/biohazards / Chemicals.
• Must be able to wear appropriate PPE.
• Must be able to work in environment with variable noise levels.
• Ability to stand /Sit/walk for long periods of time.
• Ability to lift 25 lbs routinely.
• Ability to lift 100 lbs with help of at least one other person occasionally
• Ability to crouch, bend, twist, and reach
• Clarity of Vision
• Ability to identify and distinguish colors
• Must be able to perform activities with repetitive motions
• Ability to climb Ladders / Stairs / Scaffolding

Anticipated salary range: $24.72 to $31.95 

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability

This job description does not state or imply that the above are the only duties and responsibilities assigned to this position.  Employees holding this position will be required to perform any other job-related duties as requested by Management.