IT - Technical Support Specialist II

This onsite role in Allendale, NJ provides advanced technical support for end-user devices, software, and enterprise applications, with an hourly rate of $30-$40.

Responsibilities

• Deliver advanced technical support and customer service for hardware, software, and enterprise systems, acting as the escalation point beyond Tier 1.
• Diagnose and resolve incidents by following documented procedures, knowledge articles, and standard tool sets.
• Image, configure, deploy, and manage lifecycle activities for end-user computing devices per organizational standards.
• Maintain precise asset and inventory records, including tracking, audits, and coordinating repairs or replacements.
• Own the helpdesk ticket lifecycle, prioritizing tasks, documenting steps, communicating updates, and ensuring timely resolution.
• Identify recurring issues and trends and supply diagnostics to support root-cause analysis by senior technical staff.
• Escalate according to established paths and collaborate with system administrators, network teams, application support, or vendors as needed.
• Coordinate vendor-supported cases under existing agreements, monitor progress, and relay status updates.
• Support endpoint security activities such as antivirus and malware protection, patching, and adherence to security policies.
• Offer operational support for IT projects including application deployments, system upgrades, and hardware refreshes under guidance from senior staff.
• Create and maintain work instructions, SOPs, and knowledge base articles to ensure consistency and facilitate knowledge sharing.
• Educate end users on IT systems, tools, policies, and procedures.
• Share knowledge with peers and support onboarding or cross training initiatives.
• Participate in on-call rotations, after-hours support, and overtime as required by business needs.
• Ensure activities comply with company policies, quality standards, and regulatory requirements including GLP and GMP.
• Contribute to the effectiveness, efficiency, and continuous improvement of IT operations.
• Perform all duties in compliance with Minaris Advanced Therapies policies, procedures, and standards.
• Assist other departments as needed and take on additional duties as assigned.

Requirements

• Proficiency configuring, troubleshooting, and supporting Windows 10 and Windows 11 environments.
• Solid experience with Microsoft 365 / Office 365 apps such as Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Familiarity with PC hardware, imaging, deployment, diagnostics, and basic repair tasks.
• Understanding of printer hardware and enterprise printing solutions.
• Experience with conference room technologies.
• Knowledge of Active Directory user and group management.
• Foundational networking knowledge including TCP/IP, DNS, DHCP, and basic OSI-based troubleshooting.
• Understanding of endpoint security concepts and best practices.
• Familiarity with IT service management processes, including ticket lifecycles, prioritization, escalation, and SLAs.
• Strong written and verbal communication skills for clear documentation and interaction with technical and non-technical users.

Technologies

• Windows 10
• Windows 11
• Microsoft 365
• Office 365
• Outlook
• Teams
• OneDrive
• Word
• Excel
• PowerPoint
• Active Directory
• TCP/IP
• DNS
• DHCP
• Antivirus
• Malware protection
• Conference room technologies
• Printer hardware
• Enterprise print solutions

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• Paid time off
• Tuition assistance

Working Environment

• Onsite setting with moderate noise and frequent interruptions
• Potential travel by car or plane to multiple locations, with possible overnight stays
• Fast paced environment
• Strict adherence to safety and health policies
• Occasional off-shift, weekend, and overtime work may be required

Physical Requirements

• Work in a lab setting with biohazards and various chemicals
• Ability to wear appropriate PPE
• Tolerance for variable noise levels
• Ability to stand, sit, or walk for extended periods
• Ability to lift up to 25 lbs routinely
• Ability to crouch, bend, twist, and reach
• Ability to push/pull up to 25 lbs routinely or occasionally
• Clarity of vision and color discrimination
• Ability to perform repetitive motions and climb stairs or step stools
• Ability to enter refrigerators/freezers at temperatures from 5°C to -80°C
• Inside working conditions