IT Service Specialist

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

Benefits offered by this job

Hybrid work model

Job summary

Asahi Kasei Therapeutics, Inc. is seeking an IT End-User Support & Incident Resolution specialist to provide Tier 1–2 on-site support for laptops, mobile devices, email, and enterprise apps in a hybrid Cary, NC environment.

The role focuses on authentication, access management, device provisioning, and Microsoft 365 troubleshooting, with responsibilities for onboarding/offboarding and coordinating with IT leadership and vendors.

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.

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.
• Support users during live issues by gathering diagnostics, screenshots, and logs.
• Coordinate and fulfill access requests for enterprise systems (e.g., Microsoft 365, email systems).
• Assist with onboarding, offboarding, updates, and migrations.

Skills

Microsoft 365 administration

Endpoint management

Troubleshooting

Communication skills

Cross-functional collaboration

Education

B.S./B.A. in business, computer science or related field

Tools

Microsoft Intune

Azure AD

Microsoft 365 apps

Job description

The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors, Materials, 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.Asahi Kasei Therapeutics is the global specialty pharmaceutical business of Asahi Kasei. We are a commercial-stage company committed to positively impacting health by expanding therapeutic options that improve the lives of patients around the world. Drawing upon our strong heritage of scientific innovation, we aim to help reshape care in transplantation, nephrology, immunology, infectious diseases and other underserved conditions.

Job Description:

END-USER SUPPORT & INCIDENT RESOLUTION

• 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
• Support users during live issues by gathering diagnostics, screenshots, and logs

USER PROVISIONING & ACCESS MANAGEMENT

• Coordinate 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 provisioning
• Collaborate with your leader to continuously improve onboarding and offboarding execution efficiency
• Assist with account lifecycle tasks including onboarding, offboarding, updates, and migrations

DEVICE LIFECYCLE & MOBILITY MANAGEMENT

• Support deployment, shipment, and return of corporate devices (laptops, iPhones, iPads)
• Ensure we have agreed levels of hardware inventory to ensure life‑cycle demand
• Provide guidance, migration instructions, and user communications for hardware rollouts
• Manage device-related policy enforcement and compliance with established IT operation controls

IT MIGRATIONS & TRANSFORMATION INITIATIVES

• Execute 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 ENABLEMENT

• Draft and send targeted communications to employees regarding IT changes, action items, and policies
• Provide 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 actions

COLLABORATION & CROSS-TEAM COORDINATION

• Work closely with IT leadership, vendors, and business stakeholders to execute service delivery tasks
• Participate in IT operational meetings, CAB reviews, and project discussions as a subject matter contributor

SERVICE IMPROVEMENT & DOCUMENTATION

• Create and maintain technical documentation, user guides, and workarounds for common issues
• Identify opportunities to improve service delivery processes and user experience
• Assist in training and onboarding new IT staff or contractors

SUMMARY OF KEY RESPONSIBILITIES

• Strong troubleshooting and analytical skills across Microsoft 365 and endpoint devices
• Effective communication skills (technical - business translation)
• Customer service orientation with ability to manage high-volume support Ownership and follow-through on complex tasks and escalations
• Ability to coordinate incidents and service requests across multiple stakeholders and concurrent workstreams

REQUIRED QUALIFICATION & SKILLS

• 4+ years of IT support or service delivery experience
• B.S. / B.A. in business, computer science or other disciple preferred but not required
• 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, etc.) preferred
• ITIL Foundation skills preferred
• Experience in working with users outside the US is preferred

#Hybrid

#LI-AS1 #LI-LH1

The 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.