Job Summary

Our client is a clinical-stage emerging Biotechnical firm based in NYC. We are looking to hire an IT Specialist to work under the Head of IT and provide IT support as needed. This hybrid role is in a fast-paced office environment (3 days/week onsite).

Primary Responsibilities

• Respond to technical support requests, troubleshoot, resolve technical issues, and provide advice and guidance.
• Collaborate with other IT teams to resolve complex technical issues and escalate issues as necessary.
• Oversee the day-to-day operations of the IT Service Desk, ensuring high levels of service delivery and customer satisfaction.
• Identify and provide reporting on Key Performance Indicators and SLA's for the Service Desk.
• Manage and prioritize help desk ticket queues, ensuring all requests are addressed in a timely and effective manner.
• Work closely with international IT Service Desk management to identify, standardize, and coordinate IT Help Desk activities for a common service delivery strategy as well as continuous improvement.
• Maintain documentation and standard operating procedures for Help Desk processes and procedures.
• Stay up to date with industry trends and best practices, and implement new technologies and techniques as appropriate.

Education and Experience

• 5 years of experience in an IT Help Desk or technical support role.
• Understanding of ITIL, certification preferred.
• Strong technical knowledge and experience with various technologies, including operating systems, hardware, software, and networking.
• Excellent customer service and interpersonal skills, with the ability to communicate technical information to non-technical customers.
• Excellent organizational skills with the ability to multi-task.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and prioritize effectively, with a strong attention to detail.
• Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.