IT Infrastructure Service Specialist – VIP Support

Important Notes

• Department: US IT – Infrastructure & Site Support

• Work Location: Onsite at Bridgewater, NJ

• Experience: 5 - 7 years hands-on onsite IT support

• Education: Bachelor’s degree in IT, Computer Science, Engineering, Life Sciences, or related field

• Environment: Enterprise / regulated environment

• Travel: Occasional travel between supported locations may be required

• Support: Business users, VIPs, C-level executives, site operations, AV, and limited laboratory technology

• Interview: Final round in-person

Job Summary

The IT Infrastructure Service Specialist – VIP Support provides advanced onsite technology support for business users, executives, VIP stakeholders, AV services, site operations, and limited laboratory technology. The role focuses on end-user computing, hardware/software troubleshooting, Microsoft 365, endpoint management, access support, conference room technology, and IT service management while maintaining security, compliance, and a high-quality user experience.

Key Responsibilities

• Provide high-touch onsite VIP and executive support with professionalism, urgency, discretion, and strong customer service.

• Install, configure, maintain, and troubleshoot laptops, desktops, mobile devices, printers, scanners, monitors, docking stations, and peripherals.

• Troubleshoot hardware, software, Windows OS, applications, network connectivity, authentication, and access issues.

• Manage incidents and service requests from investigation through resolution, including escalation of complex issues.

• Support onboarding/offboarding, workstation moves, hardware refreshes, and equipment replacements.

• Provide Teams, conference room, AV, camera, microphone, display, and collaboration technology support.

• Provide limited support for laboratory workstations, barcode scanners, label printers, and laboratory-connected hardware.

• Support Microsoft 365, Windows, endpoint management, mobile devices, cloud applications, user accounts, and access permissions.

• Document incidents, troubleshooting, root causes, and resolutions in the ITSM platform.

• Create knowledge articles, SOPs, work instructions, and technical documentation.

• Collaborate with Infrastructure, Security, Applications, Quality, Manufacturing, Laboratory, Research, and Facilities teams.

• Support compliance, system testing/validation, audit activities, change management, and security processes.

• Identify recurring issues and contribute to root-cause analysis and continuous service improvement.

Must-Have Requirements

• 5 - 7 years of hands-on onsite enterprise IT support experience.

• Strong end-user computing experience across desktops, laptops, mobile devices, printers, peripherals, and endpoint tools.

• Strong troubleshooting skills across hardware, software, operating systems, networking, connectivity, access, and service requests.

• Experience with IT asset lifecycle, deployments, incident management, and technical documentation.

• Strong knowledge of:

  • Windows & Microsoft 365

  • Endpoint management and software deployment

  • TCP/IP, Wi-Fi, VPN, DNS, DHCP

  • User account and access administration

  • Cybersecurity awareness and change management

  • IT service management platforms, preferably ServiceNow

• Strong communication, customer service, troubleshooting, analytical, and problem-solving skills.

• Ability to prioritize urgent issues and work independently.

• Ability to provide onsite support across office, laboratory, conference room, and technical areas.

• Bachelor’s degree in a related field or equivalent qualifications as accepted by the client.

Preferred Requirements

• Experience in pharmaceutical, biotechnology, life sciences, manufacturing, or another regulated environment.

• Experience supporting laboratory technology, scientific instrument workstations, research, manufacturing, or executive teams.

• Experience with PowerShell, Windows scripting, Linux, Excel macros, or automation.

• Microsoft, ITIL, CompTIA, Cisco, or equivalent certifications.

• Experience providing white-glove/C-level support.

• Strong compliance, documentation, and audit-readiness experience.