IT Support Specialist

Gaithersburg, MD, US
May 22, 2021
Required Education
Bachelors Degree
Position Type
Full time
Those who join Emergent BioSolutions feel a sense of ownership about their future. You will excel in an environment characterized by respect, innovation and growth opportunities. Here, you will join passionate professionals who advance their scientific, technical and professional skills to develop products designed-to protect life.


Provide installation, configuration and ongoing usability of laptops, peripheral equipment, and software complying with given standards and guidelines for Executive team, Board of Directors, and executive Administrative Assistants. Provided secondary support for local site. Update and maintain computer inventory and surplus equipment. Maintain and resolve issues on LAN/WAN, VoIP telephony, video systems, mobile devices, and other computing equipment. Engage with other IT resources to resolve technical problems with end user computing equipment and software. Train and guide staff regarding hardware and software usage. Coordinate the ordering, purchasing, and delivery of computer equipment, mobile devices and service, and licenses and software. Participate in important technological department projects and perform problem diagnosis of network and desktop environment under IT leadership direction.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Provide dedicated support to executive team, executive administrative assistants, members of the Board of Directors.
• Manage tickets and work complete request and resolve issues in a timely manner within defined Service Level Agreements (SLA).
• Ensure proper escalation occurs for unresolved issues to ensure the end user remains satisfied.
• Influence and collaborate with other technical teams in the pursuit of resolving complex technical issues.
• Deliver creative IT solutions to address a wide array of issues and challenges.
• Provide Audio/Video conference support for presentations, events, and meetings.
• Support communication methods using mobile technologies with a strong focus on global capabilities that will enhance executive productivity. These technologies include but are not limited to; internet, audio, video, recording, and mobile-based conferencing tools.
• Act as a technical leader and escalation point for other team members in the Office 365 space.
• Install, configure and upgrade operating systems and software, using standard business and administrative packages.

• Collaborate with all team members and staff to ensure effective problem resolution, attend meetings as required, stay current on technological advances, and perform other duties of a similar nature or level.

The above statements are intended to describe the nature of work performed by those in this job and are not an exhaustive list of all duties. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time which reflects management's assignment of essential functions.

• Bachelor of Science in Computer Science, a similar technical discipline or comparable experience
• 8+ years of experience working in a corporate IT technology role
• 5+ years of IT hands on customer support
• 2+ years of experience ordering computer equipment, mobile devices, and software.
• Experience with Microsoft services, Active Directory, Office 365, mobile devices
• Experience with client-side troubleshooting of network (i.e. DNS, DHCP, and certificate-based authentication)
• Experience utilizing ticketing system to track, manage, and resolve customer issues.

• Extensive knowledge of Windows OS with knowledge and ability to troubleshoot and correct desktop software problems
• Extensive knowledge of MS Outlook in an Exchange environment
• Extensive knowledge of Office 365

• Ability to troubleshoot and repair PC computer hardware and network printers
• Understanding of network infrastructure equipment, switches, routers, etc.
• Phone systems experience desired.
• Video Conferencing systems experience desired.
• Experience managing equipment and peripheral inventories.

• Understanding of TCPIP networking and the ability to troubleshoot connectivity problems
• Knowledge of Windows Server print queues and how to troubleshoot print queue issues
• Experience with basic Active Directory user administration
• Experience with network file and folder security provisioning using Active Directory groups

There are physical/mental demands and work environment characteristics that must be met by an individual to successfully perform the essential functions of the job. This information is available upon request from the candidate.

Reasonable accommodations may be made to enable individuals with disabilities to perform all essential functions.

Emergent BioSolutions is an Equal Opportunity/Affirmative Action Employer and values the diversity of our workforce. Emergent does not discriminate on the basis of race, color, creed, religion, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, age, national origin, ancestry, citizenship status, marital status, physical or mental disability, military service or veteran status, genetic information or any other characteristics protected by applicable federal, state or local law.

Information submitted will be used by Emergent BioSolutions for activities related to your prospective employment. Emergent BioSolutions respects your privacy and any use of the information submitted will be subject to the terms of our Privacy Policy .

Emergent BioSolutions does not accept non-solicited resumes or candidate submittals from search/recruiting agencies not already on Emergent BioSolutions' approved agency list. Unsolicited resumes or candidate information submitted to Emergent BioSolutions by search/recruiting agencies not already on Emergent BioSolutions' approved agency list shall become the property of Emergent BioSolutions and if the candidate is subsequently hired by Emergent BioSolutions, Emergent BioSolutions shall not owe any fee to the submitting agency.

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