IT Support Specialist

General Requirements

This position will require the employee to fulfill the following general requirements for employment at Stallergenes Greer, Lenoir and includes but is not limited to:

• Demonstrated proficiency in hands-on end-user support of hardware, software, peripherals, and networking equipment, including support of remote users.
• Provide initial contact for all support desk tickets and escalate when necessary.
• Ensure proper execution IT policies and procedures are maintained within the infrastructure group.
• Excellent written and verbal communication, organizational, and interpersonal skills
• Practice good hygiene and personal sanitation practices
• Compliance with applicable standard operating procedures
• Compliance with company environmental health and safety procedures
• Protect and preserve Stallergenes Greer physical property and equipment.
• Protect and preserve Stallergenes Greer intellectual property and confidential information.
• Must have reliable transportation, as this position is on-site.

Education Requirements

This position requires the following minimum education:

• Minimum 2 yr. degree in Computer Science, Information Systems, or a related field, or 2+ years of applicable experience
• CompTIA or other certifications preferred.

Work Experience Requirements

• Minimum 2 years of experience or demonstrated knowledge in IT, performing installation, configuration, and support of end user systems and basic level infrastructure components as described below.
• Experience working in biologics or another FDA-regulated industry subject to CFR Title 21 regulations is a plus.

Specific Job Requirements

The mission of the Information Technology team is to design, build, maintain and support technology-based systems for the North American business units. 

This position requires the following requirements for employment at Stallergenes Greer and includes but not limited to:

Job Task(s)

• Serve as the initial contact for the IT support desk. Where possible resolve infrastructure tickets and assign or escalate tickets as needed.
• Provide support and maintenance of desktop Windows operating systems.
• Provide application installation and basic support for standard applications (M365 apps, browsers, Acrobat, etc.).
• Use company imaging tools to build and deploy end-user laptops and desktops.
• Provide support for user related peripherals such as printers, scanners, docks, desk phones, cell phones, etc.
• Maintain physical hardware inventory of end user equipment.
• Assist with the removal of obsolete equipment to be recycled.
• Coordinate with external vendors to facilitate system repairs as needed (copiers, video conference, voice, and other system)
• Work closely with the infrastructure team to provide ticket escalation when necessary.

Additional Responsibilities:

Physical Demand(s):

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand, walk and use hands. Specific vision abilities required by this job include close vision and ability to adjust focus.
• While performing the duties of this job, the employee is occasionally required to don Personal Protective Equipment (PPE) and cleanroom garments.
• Must be capable of lifting IT-related equipment of up to 25 pounds.

Computer/Engineering Skill(s):

• Windows desktop operating systems
• Active directory
• Microsoft 365 suite
• Mobile devices (cell phones, tablets, specialized scanners)
• Basic networking skills (Ethernet, TCP/IP, DHCP, DNS)
• Hardware repairs (desktop/laptop, printer, scanner, etc.)