IT Service Specialist

Veloxis Pharmaceuticals, Inc.; North Carolina; On-site; USD 70,000 - 85,000; Full time

Job summary

Veloxis Pharmaceuticals, Inc. in Cary, NC is seeking an IT Support Specialist to deliver Tier 1–2 technical support across laptops, mobile devices, and enterprise apps. You will manage user provisioning, access controls, and participate in IT transformation initiatives.

The role requires strong knowledge of Microsoft 365, endpoint management, and good communication skills to assist end users and coordinate with IT stakeholders. On-site work is expected in a dynamic, diverse environment.

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 preferred.

Responsibilities

• Provide Tier 1 (On-site) and 2 technical support for escalated issues involving laptops, mobile devices, email, and enterprise applications.
• Triage, troubleshoot, and resolve authentication, access, and device-related issues.
• Investigate Microsoft365 issues such as missing emails, mailbox inconsistencies, or service interruptions.
• Coordinate and fulfill access requests for enterprise systems.
• Assist with onboarding, offboarding, updates, and migrations of user accounts.
• Draft and send targeted communications to employees regarding IT changes and policies.

Skills

IT support experience

End-user support

Incident resolution

Provisioning & access management

M365 administration

Education

Bachelor's degree preferred

Tools

Microsoft 365

Intune

Azure

Email systems

Endpoint management

Job description

Company Overview

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 people worldwide. Veloxis Pharmaceuticals, an Asahi-Kasei Group company, is based in Cary, NC and focuses on transforming transplant medicine as the primary partner to the community of transplant healthcare providers and their patients. We provide a dynamic, innovative workplace that encourages professional development and embraces diversity.

Job Summary

We are seeking a knowledgeable IT Support Specialist to provide tiered technical support, manage user and device provisioning, participate in transformation initiatives, and enhance service delivery for our enterprise environment.

Key Responsibilities

• 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.
  • Triage, 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 IT stakeholders to understand access requirements and ensure appropriate provisioning.
  • Assist with onboarding, offboarding, updates, and migrations of user accounts.
• Device Lifecycle & Mobility Management
  • Support deployment, shipment, and return of corporate devices (laptops, iPhones, iPads).
  • Ensure agreed levels of hardware inventory to meet lifecycle demand.
  • Provide migration instructions, guidance, and user communications for hardware rollouts.
  • Enforce device-related policy 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 bases).
  • Communicate status of assigned actions to leaders and collaborate with vendors or internal IT to resolve issues.
• 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.

Required Qualifications & Skills

• 4+ years of IT support or service delivery experience.
• B.S. / B.A. in business, computer science, or related field 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) preferred.
• ITIL Foundation skills preferred.
• Experience working with users outside the US preferred.

Compensation

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 factors such as time in the role, previous experience, skills, knowledge, performance, work requirements, internal equity, and business/economic conditions.

EEO Statement

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.