The IT Operations Support Specialist provides hands-on IT support for on-site and remote users. This is an on-site position in north Charlotte, NC which reports to the IT Manager for US operations.
Responsibilities:
The IT Operations Support Specialist serves the help desk and systems administration functions for Biotage. This role is responsible for managing new and/or escalated Incidents and Requests that may be generated through an IT ticketing system, email, instant message, in-person request, or other means; end-to-end management of regional and global technology projects; as well as the fulfillment of any defined Service Catalog offerings such as performing elements of Change Management; IMACD (Implementations, Moves, Additions, Changes, Decommissions); Asset Management; and Problem Solving.
- Provides complex technical support and problem resolution for technology hardware systems, including workstation computers; handheld and mobile devices; print systems; peripherals; cabling; telephony; network infrastructure; etc. by leveraging advanced troubleshooting skills.
- Provides complex technical support and problem resolution for technology software systems; including Windows workstation and server operating systems; COTS (Commercial-Off-The-Shelf) desktop applications; line-of-business applications; custom programs and scripts; etc.
- Administers on-premises and cloud identity management, collaboration, and email systems, including Microsoft Active Directory; Teams; Exchange Online; SharePoint; Entra ID/M365; Defender; Intune.
- Manages technology refresh cycles for hardware and software, including research and documentation tasks; device setup and installation; decommissioning needs; etc.
- Provides technical input to the global IT team in adjusting and adapting processes; workflows; knowledgebase articles; and selecting and utilizing appropriate tools and techniques to further timely service delivery.
- Works independently with little to no direct supervision in analysis and implementation of solutions to fulfill multiple business unit IT requirements.
- Plans for and executes preventative maintenance on technology hardware and software systems.
- Provides all needs for IT project objectives, including research, planning, analysis, project execution, and closure steps.
- Manages the evolving workload using Outlook; OneNote; ITSM ticketing system; and other organizational tools.
- Contributes to ongoing technical documentation authoring.
- Participates in cybersecurity routine exercises and emergency response needs.
- Performs other technical and non-technical functions as directed.
Required Qualities / Skills:
- Ability to strenuously maintain self-organization in a dynamic, productive, and sometimes demanding environment, including the use of OneNote; Outlook; and other systems and mechanisms to remain in front of work requirements.
- Ability to follow detailed task sequences and processes, both working independently and with various teams in fulfilling business IT needs. Ability to follow, comprehend, and author technical support documentation; guidelines; knowledgebase articles; and workflows.
- Extensive experience in providing support for Windows Operating Systems and core business applications such as Office 365; Microsoft Teams; SharePoint; Salesforce; Dynamics 365 Finance & Operations; and common desktop and mobile applications.
- Understanding of Active Directory, domain structure and topology, policies and GPOs. Fluent in Microsoft Management Console snap-in usage, including AD Users and Computers; DNS; DHCP; and management of containers and objects within.
- Understanding of Microsoft 365 cloud applications and systems, including M365 Admin Center; Exchange Online; Entra ID; SharePoint Online; Microsoft Teams; and OneDrive management consoles.
- Understanding of the OSI model; TCP/IP protocols and concepts; network infrastructure and addressing; cabling; VPN; PoE; VOIP; and physical connectivity.
- Proven experience in troubleshooting various hardware and peripherals such as desktop and laptop PCs; tablets; cell phones; printers and copiers; cabling; and typical computer accessory devices.
- Must be able to package/un-package and transport computer equipment and devices, including the ability to lift and move equipment weighing up to 40 pounds.
- Must have experience managing computer assets, performing inventory tasks, and recording details of assets. Understanding of decommissioning procedures including data retention and destruction.
- Ability and willingness to travel to remote sites as needed, including periodic cross-country site support and infrequent international travel.
- Ability to participate in special projects and tasks which could infrequently include nights and weekend hours.
- Minimum of 3 years of experience in a customer-facing IT support role and exhibiting excellent customer service and communication skills both in person and through remote means, including telephone; email; and instant messaging.
- Minimum of 3 years of experience providing direct/hands-on and remote IT support to users in a business environment.
- Minimum of 3 years of experience in working within an IT Service Management (ITSM) ticketing system.
- Minimum of 3 years of experience with hands-on computer work, including the entire array of skills related to the troubleshooting and repair of hardware and software components.
- Minimum of 1 year of experience supporting Apple mobile devices and products in a business environment.
- Minimum of 1 year in the usage and support of A/V systems, including video conferencing; conference bridge telephony; video projectors; wall-mounted and portable large displays; and smartboards.
Additional Qualities / Skills:
- Familiarity with ITIL and ITSM is preferred.
- Achievement of IT certifications such as: CompTIA A+, Security+, and Network+; Microsoft Certified Professional/MCSA/MCSE; Windows 10/11; M365; and/or other related IT certifications.
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Biotage
Mar 02, 2026