Senior IT Support Specialist

At Bio-Techne we are passionate about science and committed to making a difference in the world. As an industry leader in creating high quality and innovative tools for Life Science Research and Clinical Diagnostics, we are at the forefront of the medical revolution. By joining our team you will be a part of an empowering, passionate, innovative, and collaborative (EPIC) culture that is geared towards improving overall human well-being.

Position Summary:

A leading performer who manages projects as well as managing people. The responsibilities of this position are to provide support primarily for end user hardware and software issues but also all regional IT system and services deemed as appropriate by their manager. This includes day-to-day support, application setup and troubleshooting of internal IT supported applications. Troubleshooting and rectification of end user hardware issues and the provision of generalized support when necessary. May conduct induction processing and training for new hires, manage through offboarding and onboarding, the setup and removal of users on various network-based systems and triaging of our corporate ticketing system. Advanced Support Specialist staff may be given responsibility for the automation and management of the client PC imaging process and client software deployment process if located in region. Serves as escalation point for junior level support staff. Staff may be given roles within a project team and should be capable of performing other related duties if delegated and directed by the manager.

Essential Functions:

• Performs the most complex duties of troubleshooting and day to day support
• Provides analytical expertise and consultation on complex projects
• Formulates and designs specifications to ensure appropriate design, implementation
• Designs, codes, tests, debugs, and documents programs
• Acts as liaison between department, company, and cross functional team
• Coaches, mentors, instructs others, acts as technical resource for team

Education and Experience:

• Requires a High School diploma, certification or equivalent and 10+ years of relevant experience; or an Associate degree with 8-10 years of relevant experience; or a Bachelor's degree with 5-8 years of relevant experience

Knowledge, Skills, and Abilities:

• The responsibilities of this position are to provide support for all end user hardware and software issues
• This includes day-to-day support, application setup and troubleshooting of internal IT supported applications
• Troubleshoot PC hardware problems and provides basic PC hardware maintenance when needed
• May conduct IT classes for new hires and manage the setup of users onto various network-based systems
• Responsible for the automation and management of the client PC imaging process and client software deployment process
• Serves as escalation point for junior level support staff
• Performs other related duties as directed by the manager
• Deep experience
• Capable strategic planner
• Expert level of technical knowledge
• Expert level subject matter expertise
• Track record of creating improvements that bringing about positive changes to the business
• Expert at handling highest level of escalated situations

Additional Position Information:

• Coordinates, diagnoses, and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. Defines, designs and implements network communications and solution improvements. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Manages the load configuration of a central data communication processor and makes recommendations for purchase or upgrade of data networks. Coordinates terminal orders and cable installation, network system planning, upgrading, monitoring, testing and servicing. Approves action requests and specifies purchase requirement. Negotiates and places orders with common carriers.

Where permitted by applicable law, candidate must have received or be willing to receive an FDA authorized COVID-19 vaccine by date of hire to be considered for this position.

Bio-Techne is an E-Verify Employer in the United States.