IT Service Specialist

Asahi-Kasei; Cary (NC); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Veloxis Pharmaceuticals, Inc. is seeking an experienced IT Support Specialist to provide end-user support and incident resolution for laptops, mobile devices, email, and enterprise applications.

You will troubleshoot authentication, access, and device issues and help resolve complex Microsoft 365 problems. The role also covers provisioning access, onboarding/offboarding, device lifecycle management, and clear end-user communications.

Qualifications

• 4+ years of IT support or service delivery experience.
• Experience supporting enterprise environments and migrations.
• Solid understanding of M365 administration, endpoint management, enterprise applications, and troubleshooting tools.
• Relevant certifications (e.g., Microsoft, Azure, Intune) preferred.
• ITIL Foundation skills preferred.
• Experience working with users outside the US is preferred.

Responsibilities

• Provide Tier 1 (On-site) and 2 technical support for escalated issues involving laptops, mobile devices, email, and enterprise applications.
• Troubleshoot and resolve authentication, access, and device-related issues (e.g., BitLocker recovery, Outlook/iOS configuration).
• Investigate and diagnose advanced Microsoft365 issues such as missing emails, mailbox inconsistencies, or service interruptions.
• Coordinate and fulfill access requests for enterprise systems (e.g., Microsoft 365, email systems).
• Assist with onboarding/offboarding, updates, and migrations; manage device deployments and lifecycle tasks.
• Draft and send targeted communications to employees regarding IT changes and policies.

Skills

Microsoft 365

Endpoint management

Customer service

Technical troubleshooting

Stakeholder collaboration

Education

Bachelor's degree or higher (preferred)

IT-related degree (preferred)

Tools

Microsoft 365 admin center

Intune

Azure

ITSM tools

Job description

The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors, Material, Homes, and Health Care, contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment.Veloxis Pharmaceuticals is an Asahi-Kasei Group Company based in Cary, NC. Our purpose is to transform transplant medicine as the primary partner to the community of transplant healthcare providers and their patients; our focus is in developing new therapies and programs to help transplant healthcare providers and the patients they treat. Veloxis provides a dynamic and innovative place to work that encourages professional development and embraces diversity. We seek creative, intelligent, action-oriented, and passionate individuals who thrive in a collaborative team environment. If you are interested in being part of a patient-centric company, then we invite you to learn more about the employment opportunities available at Veloxis. Our success is tied to the contribution of every team member, which is why we provide a valuable and competitive compensation package that includes health and insurance benefits, training, and development opportunities, as well as performance-based bonus eligibility.Company:Veloxis Pharmaceuticals, Inc.Job Description:SUMMARY OF KEY RESPONSIBILITIESEnd-User Support & Incident ResolutionProvide Tier 1 (On-site) and 2 technical support for escalated issues involving laptops, mobile devices, email, and enterprise applicationsTroubleshoot and resolve authentication, access, and device-related issues (e.g., BitLocker recovery, Outlook/iOS configuration)Investigate and diagnose advanced Microsoft365 issues such as missing emails, mailbox inconsistencies, or service interruptionsSupport users during live issues by gathering diagnostics, screenshots, and logsUser Provisioning & Access ManagementCoordinate and fulfill access requests for enterprise systems (e.g., Microsoft 365, email systems)Partner with business and/or IT stakeholders to understand access requirements and ensure appropriate provisioningCollaborate with your leader to continuously improve onboarding and offboarding execution efficiency.Assist with account lifecycle tasks including onboarding, offboarding, updates, and migrationsDevice Lifecycle & Mobility ManagementSupport deployment, shipment, and return of corporate devices (laptops, iPhones, iPads)Ensure we have agreed levels of hardware inventory to ensure life-cycle demandProvide guidance, migration instructions, and user communications for hardware rolloutsManage device-related policy enforcement and compliance with established IT operation controlsIT Migrations & Transformation InitiativesExecute and support enterprise transformation projects (Microsoft365 environment)Update relevant operations documentation (Work instructions, Architecture, knowledge, etc.)Communicate status of assigned actions to relevant leader and take ownership to collaborate on issues with vendors or internal IT.Communication & User EnablementDraft and send targeted communications to employees regarding IT changes, action items, and policiesProvide clear instructions for end users during onboarding or transitions (e.g., orientation, device setup, system updates)Respond to user inquiries with guidance, troubleshooting steps, and follow-up actionsCollaboration & Cross-Team CoordinationWork closely with IT leadership, vendors, and business stakeholders to execute service delivery tasksParticipate in IT operational meetings, CAB reviews, and project discussions as a subject matter contributorService Improvement & DocumentationCreate and maintain technical documentation, user guides, and workarounds for common issuesIdentify opportunities to improve service delivery processes and user experienceAssist in training and onboarding new IT staff or contractorsSUMMARY OF KEY RESPONSIBILITIESStrong troubleshooting and analytical skills across Microsoft 365 and endpoint devicesEffective communication skills (technicalbusiness translation)Customer service orientation with ability to manage high-volume support· Ownership and follow-through on complex tasks and escalationsAbility to coordinate incidents and service requests across multiple stakeholders and concurrent workstreamsREQUIRED QUALIFICATION & SKILLS4+ years of IT support or service delivery experienceB.S. / B.A. in business, computer science or other disciple preferred but not requiredExperience supporting enterprise environments and migrationsSolid understanding of M365 administration, endpoint management, enterprise applications, and troubleshooting toolsRelevant certifications (e.g., Microsoft, Azure, Intune, etc.) preferredITIL Foundation skills preferredExperience in working with users outside the US is preferred#Hybrid#LI-AS1The annual base compensation range for this role is $70,000 - $85,000 and is classified as hourly non-exempt* Base Compensation is influenced by many factors including, but not limited to: time in the role, previous experience, skills, knowledge, performance, work requirements, internal equity, and business / economic conditions.As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.