Lead IT User Support Coordinator (Biotech)

Description:

Highly skilled and proactive IT Systems Specialist to manage our Office 365 environment, Intune Mobile Device Management (MDM), and provide advanced desktop support. The role will also involve application packaging, supporting Sharp printers with secure printing, managing Cisco Teams Kits, and handling Apple devices (iPads & iPhones). Additionally, this position requires providing high-level executive support and offsite technical assistance during meetings and conferences.

Essential Functions:

• Office 365 Management: Administer Office 365 environment, ensuring the effective deployment, configuration, and management of applications (e.g., Exchange Online, SharePoint, OneDrive, Teams). Manage user accounts, licenses, and permissions within Office 365 Admin Center. Troubleshoot Office 365-related issues and work with Microsoft support when necessary.
• Intune MDM & Endpoint Management: Configure and manage Intune MDM for managing Windows, iOS, and Android devices, ensuring compliance with security and company policies. Deploy and configure Device Configuration Profiles, Compliance Policies, and Conditional Access for mobile devices. Automate software deployment, updates, and device management via Intune and PowerShell scripts.
• Desktop Support & Application Packaging: Provide advanced desktop support to end users, resolving hardware, software, and networking issues efficiently. Perform application packaging and deployment, ensuring applications are properly distributed and maintained across user devices. Continuously optimize desktop performance and make recommendations for hardware and software upgrades.
• Executive Support: Deliver high-level technical support to executive-level employees, ensuring that any issues are resolved promptly. Provide on-call, offsite, and in-person support during key meetings, conferences, and business events to ensure seamless technology operations. Manage and set up technology for presentations, AV equipment, and live streaming during executive events.
• Offsite Support for Meetings & Conferences: Travel to provide technical support at offsite meetings, conferences, and corporate events, ensuring seamless connectivity, AV setup, and IT infrastructure readiness. Troubleshoot and resolve issues with laptops, tablets, conferencing equipment, and networking at these events.
• Sharp Printers & Secure Printing: Configure and manage Sharp printerswithin the network, ensuring functionality, security, and efficiency. Set up and manage secure printingsolutions to maintain data confidentiality and regulatory compliance.
• Cisco Teams Kit Support: Manage and troubleshoot Cisco Teams Kitdevices, ensuring smooth video conferencing and collaboration setups. Assist in configuring meeting room technology for seamless remote and hybrid meeting experiences.
• Apple Device Management: Manage and troubleshoot Apple iPads and iPhones, ensuring these devices are compliant with company policies via Intune and other mobile management tools. Provide setup, configuration, and support for Apple devices, including device lifecycle anagement.

 

Education:

• Bachelors Degree (BA/BS) Computer Science, Information Systems, or a related field - Preferred

Experience:

• 5 years or more in Experience working in technology support

Skills:

• Proven good communication, follow-up, customer service, and team work skills. - Advanced
• Clearly and effectively communicate with customers both in writing and verbally. - Advanced
• Maintain professional appearance at all times. - Advanced
• Maintain professional appearance at all times. - Advanced
• Understanding of Basic Network Protocols as well troubleshooting network issues at a user level - Advanced
• Experience with Office 365 support on both front and back end - Advanced
• Proficiency in Microsoft Intune MDM: Experience with device compliance, configuration profiles, software packaging, and automated deployment. - Advanced
• Strong desktop support skills with experience troubleshooting Windows OS, and iOS devices. - Advanced
• Familiarity with application packaging and deployment. and knowledge of Powershell a plus - Advanced
• Experience managing and configuring Sharp printers with secure printing solutions - Advanced
• Working knowledge of Cisco Teams Kits and other video conferencing technologies. - Advanced
• Experience managing Apple devices(iPhones and iPads) and ensuring security compliance via Intune. - Advanced
• Strong communication and problem-solving skills, with the ability to provide executive-level support. - Advanced
• Ability to provide offsite support during meetings and conferences, including AV setup, networking, and device support. - Advanced

Specialized Knowledge:

• Strong troubleshooting and problem-solving skills, resiliency in the face of continual change, and ability to handle high demandsStrong understanding of Microsoft Active Directory, group policy configuration and OS hardening techniquesMicrosoft Office 365., Windows operating systems experience Windows 10 and aboveAdvance Knowledge of Troubleshooting and configuring Dell hardwareKnowledge of PowerShell scripting for automation and device management.Experience with remote desktop solutions and VPN setup.Ability to handle IT projects related to device rollouts, Office 365 migration, and system upgrades.Organizational skills to be able to manage a personal workload and prioritize activities.Interpersonal skills required to interact successfully with end users and third parties as well as fellow team members.Self-starter who can excel in a fast-paced and fluid environment.Capable of working well under pressure.Enthusiasm for continuous learning.Team player with a strong customer focus.