Description

Job Purpose

To ensure the continuing support and operations of the IT infrastructure to VIVEX Biologics staff and support organizations. Working closely with the Technical Support Engineer and outside vendors to provide timely resolutions to issues and deployment of new equipment.

Duties and Responsibilities

1. Act as the initial point of contact for all computer and system-related concerns from employees. 

2. Research, diagnose, troubleshoot, and identify solutions to resolve issues.

3. Hands on troubleshooting, break/fix - providing desktop support including hardware, software, networking i.e., Workstations, Laptops, and Handhelds.

4. Image and configure laptops and PC’s, for work-at-home and on-site use.

5. Provide phone support for “Work at Home” users.

6. Creation and modification of Active Directory and Office 365 accounts.

7. Provide solutions to operations issues for end users of Windows, Office 365, and some proprietary software via phone, remote, email and in person.

8. Patch software and install new versions to eliminate security problems and protect data.

9. Troubleshoot and assist end users with mobile device setup, activations, and performance issues (Android & IOS).

10. Perform initial setup of hardware and install peripherals at end-user’s workstation.

11. Grant permissions and configure profile for new employees as part of on-boarding process.

12. Follow up with end users to ensure optimal customer satisfaction following support engagement and problem resolution.

13. Escalate issues if a resolution cannot be found or additional resources are required.

14. Complete other duties as assigned.

Requirements

Qualifications

Education: High School Diploma Required 

Experience: 1-2 years of experience in the IT field with specialized focus on Hardware and Software solutions. Work related experience in customer service.

Licenses/Certification: A or equivalent certification within the first year if not already

Working Conditions

The position requires a person to work onsite and remotely daily access to the internet, computer camera for webinars and a phone. Availability for emergency afterhours infrastructure needs may be required.

Physical Requirements

Position requires sitting, walking, pushing, pulling, bending, and reaching. Must be able to lift 25 pounds. Excellent communication and customer service skills are a must.

Direct Reports

No direct reports.

Nothing in this job description restricts Director’s right to assign or reassign duties and 

responsibilities to this job any time. 

VIVEX Biologics, Inc. is an equal opportunity employer (EEO) and expressly prohibits any form of workplace discrimination and/or harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

VIVEX Biologics, Inc. complies with the Americans with Disability Act (ADA) which prohibits discrimination against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the essential functions of a job.