IT Support Services Technician

About the Role

The IT Support Services Technician represents IT onsite in one or more of Keenova's site-specific locations, providing support to headquarters employees and remote workers. This role is a key member of the IT team, delivering strong technical support, maintaining endpoint devices, managing conference room tools/technologies, and providing white-glove executive support.

Responsibilities

• Provide Tier 1 and Tier 2 management and support for desktops, laptops, mobile devices, collaboration peripherals, conference room devices, printers, and business applications for both onsite and remote employees.
• Troubleshoot and resolve hardware, software, operating system, account, and connectivity issues in a timely and professional manner.
• Support and administer endpoint technologies including Active Directory, Microsoft Intune, Intune Autopilot, SCCM/MECM, Microsoft Teams, Conferencing software (WebEX, Teams, Zoom), and the Microsoft 365 suite.
• Perform device provisioning, deployment, refresh, imaging, software installation, and lifecycle management activities.
• Assist with user account management, access requests, password resets, and endpoint compliance troubleshooting.
• Utilize ServiceNow to manage incidents, service requests, asset records, and technical documentation while meeting established service levels.
• Support and maintain collaboration technologies including Microsoft Teams, Cisco Webex, Teams Rooms, conferencing platforms, and room scheduling systems.
• Provide hands-on support for conference rooms, executive boardrooms, and collaboration spaces, ensuring meeting technology is fully operational and ready for use.
• Troubleshoot and maintain audiovisual systems including displays, projectors, cameras, microphones, speakers, and video conferencing equipment.
• Deliver proactive, white-glove support for executives and senior leadership, including preparation and support for critical meetings, presentations, and events.
• Coordinate with infrastructure, networking, security, and vendor teams to resolve complex technical issues and support technology projects.
• Participate in office moves, equipment deployments, technology refresh initiatives, and headquarters IT operations.
• Maintain accurate asset inventories and ensure company hardware is properly tracked throughout its lifecycle.
• Act as an escalation point and/or lead on incident response for critical IT issues, ensuring clear communication, root cause analysis, and corrective actions.
• Ensure incidents and requests are logged, prioritized, and resolved in line with SLAs/KPIs, driving reduction of recurring issues.
• Manage and conduct IT project activities on a day-to-day basis.
• Ensure effective resource coverage and local presence to meet operational demands.

Customer & Stakeholder Engagement

• Build strong working relationships with Keenova leadership, IT Teams, and business stakeholders.
• Act as the IT liaison for the site, communicating service status, risks, and planned changes.
• Provide strong executive meeting support as required.

Governance, Compliance & Improvement

• Ensure adherence to company policies, change control, and security practices as documented.
• Participate and complete required company training as defined.
• Maintain audit readiness for IT services within scope and support activities as required.
• Maintain support documentation, runbooks, and knowledge articles as necessary.
• Drive continuous technology improvement through continued education and knowledge sharing.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years’ experience in IT end-user / deskside support within an office or site-based environment.
• Proven experience in supporting Executive-level users, including 1-1 support.
• Experience coordinating with other IT teams (infrastructure/application) across multiple locations.
• Understanding and experience with ITSM tools/practices (incident, request, problem, change); knowledge and familiarity with ITIL practices.
• Pharmaceutical environment awareness, including data integrity, security compliance, and audit readiness.

Skills And Abilities

• Strong customer focus with the ability to operate calmly in time-critical scenarios.
• Advanced troubleshooting across Windows endpoints, M365 collaboration tools, identity/access, printing, and endpoint security.
• Strong experience with conferencing room tools, devices, software, and related technologies.
• Knowledge of Active Directory / Entra ID, device management (Intune/SCCM), and networking fundamentals.
• Effective vendor management, communication, and stakeholder engagement skills.
• Organized, metrics-driven, and improvement-oriented approach.

Working Conditions

• Primarily onsite role (3-5 days per week) with local travel between sites as needed.
• Occasional off-hour or weekend work for incidents, cutovers, or maintenance.
• Participation in on-call support rotation (as necessary).

The expected base pay range for this position is $77K - $107K. Please note that base pay offered may vary depending on factors including job-related knowledge, skills, and experience. This position is eligible for a bonus in accordance with the terms of the applicable program. Bonuses are awarded at the Company’s discretion.