IT Support Specialist l

AIM OF THE POSITION

Responsible for managing the organizations PCs Print services terminals monitors laptops handheld devices and other networkconnected 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 organizations 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 selfstarting selfmotivating 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 deskside support

Installs configures tests maintains monitors and troubleshoots enduser networked peripheral devices workstation hardware and networking hardware products.

Partners with and provides support and training to staff and endusers on computer operation issues.

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

Performs onsite (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 emails or incidents regarding hardware or software issues.

Deliver excellent technical and nontechnical support promptly with outstanding customer service and enduser satisfaction.

Provide tier 1 first contact enduser 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 oneonone communications with technical and nontechnical users.

Problem solving with relation to complex computer systems and operations.

Knowledge of HIPAA and healthcare data security preferred.

KNOWLEDGE SKILLS AND ABILITIES (KSAS)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 enduser expectations

Handson 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 enduser and backoffice 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 oncall 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 nontechnical 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.
• Selforganization and Excellent communication skills
• Perform multiple tasks under minimal supervision.
• Attend work as scheduled and/or required.
• Can doattitude; 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 68 hours daily.

TRAVEL

o No Travel Requirements

OTHER DUTIES

Other duties as required by management.