IT Support Services Technician

Mallinckrodt Pharmaceuticals; United States; On-site; USD 77,000 - 107,000; Full time

Job summary

Keenova is seeking an IT Support Services Technician to provide Tier 1/2 support for desktops, laptops, and collaboration tools at headquarters sites with occasional travel. The role emphasizes strong executive support, incident handling, and end-user services within a corporate IT environment.

Primary onsite, 3–5 days per week, with on-call rotation and collaboration with Global IT teams. Base pay ranges in the reported range; candidates with 5+ years of experience will fit well in this role.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years’ experience in IT end-user / deskside support within an office or site-based environment.
• Proven experience in supporting Executive level users, including 1-1 support.
• Experience coordinating with other IT teams across multiple locations.
• Understanding and experience with ITSM tools/practices (incident, request, problem, change); knowledge and familiarity with ITIL practices.
• Pharmaceutical environment awareness, including data integrity, security compliance, and audit readiness.

Responsibilities

• Provide Tier 1 and Tier 2 management and support for desktops, laptops, mobile devices, collaboration peripherals, conference room devices, printers, and business applications for onsite and remote employees.
• Troubleshoot and resolve hardware, software, operating system, account, and connectivity issues in a timely and professional manner.
• Support and administer endpoint technologies including Active Directory, Microsoft Intune, Intune Autopilot, SCCM/MECM, Microsoft Teams, Conferencing software (WebEX, Teams, Zoom) and the Microsoft 365 suite.
• Perform device provisioning, deployment, refresh, imaging, software installation, and lifecycle management activities.
• Assist with user account management, access requests, password resets, and endpoint compliance troubleshooting.
• Utilize ServiceNow to manage incidents, service requests, asset records, and technical documentation while meeting established service levels.
• Support and maintain collaboration technologies including Microsoft Teams, Cisco Webex, Teams Rooms, conferencing platforms, and room scheduling systems.
• Provide hands‑on support for conference rooms, executive boardrooms, and collaboration spaces, ensuring meeting technology is fully operational and ready for use.
• Troubleshoot and maintain audiovisual systems including displays, projectors, cameras, microphones, speakers, and video conferencing equipment.
• Deliver proactive, white-glove support for executives and senior leadership, including preparation and support for critical meetings, presentations, and events.
• Coordinate with infrastructure, networking, security, and vendor teams to resolve complex technical issues and support technology projects.
• Participate in office moves, equipment deployments, technology refresh initiatives, and headquarters IT operations.
• Maintain accurate asset inventories and ensure company hardware is properly tracked throughout its lifecycle.
• Act as an escalation point and/or lead on incident response for critical IT issues, ensuring clear communication, root cause analysis, and corrective actions.
• Ensure incidents and requests are logged, prioritised, and resolved in line with SLAs/KPIs, driving reduction of recurring issues.
• Manage & conduct IT project activities on a day-to-day basis.
• Ensure effective resource coverage and local presence to meet operational demands.

Skills

End-user support

Executive support

ITIL practices

Active Directory

Intune

SCCM

Microsoft Teams

Vendor coordination

Communication skills

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

WebEx/Zoom

Windows endpoints

Microsoft 365

Job description

Job Title

IT Support Services Technician Requisition JR000015902 IT Support Services Technician (Open) Location Bridgewater, NJ Additional Locations

Job Description Summary

The IT Support Services Technician represents IT onsite in one or more of Keenova site specific locations and will provide support to headquarters employees and remote workers as necessary. This role serves as a key member of the IT team, delivering strong technical support, maintaining endpoint devices, managing and supporting conference room tools/technologies, and providing white-glove executive support. This resource will be accountable for leading and delivering reliable, compliant end user and site IT services in a corporate environment. The role combines hands on technical support with leadership responsibility, ensuring incidents, requests, and critical issues are prioritized and resolved in line with business needs, expectations, and agreed upon SLAs. This role is a highly professional, service-oriented technologist who can provide exceptional end-user and executive support while ensuring workplace technology, collaboration platforms, and conference room systems operate reliably across the organization’s headquarters environment. The position partners closely with Global IT teams and vendors, drives continual service improvement, and supports site projects, audits, and business continuity readiness.

Scope of Authority

Site-level IT service delivery for end user computing, local infrastructure support, collaboration and conferencing technologies along with incident/request management and project-based work activities. No direct budget ownership; contributes to local IT forecasting, asset lifecycle planning, and vendor performance governance.

Job Description Key Accountabilities

Service Support / Delivery & Operations (≈70% of time)

• Provide Tier 1 and Tier 2 management and support for desktops, laptops, mobile devices, collaboration peripherals, conference room devices, printers, and business applications for both onsite and remote employees.
• Troubleshoot and resolve hardware, software, operating system, account, and connectivity issues in a timely and professional manner.
• Support and administer endpoint technologies including Active Directory, Microsoft Intune, Intune Autopilot, SCCM/MECM, Microsoft Teams, Conferencing software (WebEX, Teams, Zoom) and the Microsoft 365 suite.
• Perform device provisioning, deployment, refresh, imaging, software installation, and lifecycle management activities.
• Assist with user account management, access requests, password resets, and endpoint compliance troubleshooting.
• Utilize ServiceNow to manage incidents, service requests, asset records, and technical documentation while meeting established service levels.
• Support and maintain collaboration technologies including Microsoft Teams, Cisco Webex, Teams Rooms, conferencing platforms, and room scheduling systems.
• Provide hands‑on support for conference rooms, executive boardrooms, and collaboration spaces, ensuring meeting technology is fully operational and ready for use.
• Troubleshoot and maintain audiovisual systems including displays, projectors, cameras, microphones, speakers, and video conferencing equipment.
• Deliver proactive, white-glove support for executives and senior leadership, including preparation and support for critical meetings, presentations, and events.
• Coordinate with infrastructure, networking, security, and vendor teams to resolve complex technical issues and support technology projects.
• Participate in office moves, equipment deployments, technology refresh initiatives, and headquarters IT operations.
• Maintain accurate asset inventories and ensure company hardware is properly tracked throughout its lifecycle.
• Act as an escalation point and/or lead on incident response for critical IT issues, ensuring clear communication, root cause analysis, and corrective actions.
• Ensure incidents and requests are logged, prioritised, and resolved in line with SLAs/KPIs, driving reduction of recurring issues.
• Manage & conduct IT project activities on a day-to-day basis.
• Ensure effective resource coverage and local presence to meet operational demands.

Customer & Stakeholder Engagement (≈20% of time)

• Build strong working relationships with Keenova leadership, IT Teams and business stakeholders.
• Act as the IT liaison for the site, communicating service status, risks, and planned changes.
• Provide strong executive meeting support as required.

Governance, Compliance & Improvement (≈10% of time)

• Ensure adherence to company policies, change control and security practices as documented.
• Participate and complete required company training as defined.
• Maintain audit readiness for IT services within scope and support activities as required.
• Maintain support documentation, runbooks, and knowledge articles as necessary.
• Drive continuous technology improvement through continued education and knowledge sharing.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years’ experience in IT end-user / deskside support within an office or site-based environment.
• Proven experience in supporting Executive level users, including 1-1 support.
• Experience coordinating with other IT teams (infrastructure/application) across multiple locations.
• Understanding and experience with ITSM tools/practices (incident, request, problem, change); knowledge and familiarity with ITIL practices.
• Pharmaceutical environment awareness, including data integrity, security compliance, and audit readiness.

Skills and Abilities

• Strong customer focus with ability to operate calmly in time-critical scenarios.
• Advanced troubleshooting across Windows endpoints, M365 collaboration tools, identity/access, printing, and endpoint security.
• Strong experience with Conferencing room tools, devices, software’s and related technologies.
• Knowledge of Active Directory / Entra ID, device management (Intune/SCCM), and networking fundamentals.
• Effective vendor management, communication, and stakeholder engagement skills.
• Organized, metrics-driven, and improvement-oriented approach.

Working Conditions

Primarily onsite role (3-5 days per week) with local travel between sites as needed. Occasional off hour or weekend work for incidents, cutovers, or maintenance. Participation in on-call support rotation (as necessary).

Benefits and Compensation

Keenova offers employees a Total Rewards package which includes competitive pay and benefits.

The expected base pay range for this position is $77K - $107K. Please note that base pay offered may vary depending on factors including job-related knowledge, skills, and experience. This position is eligible for a bonus in accordance with the terms of the applicable program. Bonuses are awarded at the Company's discretion.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to change or modify such duties as required.

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Company Culture

At Keenova, we believe that no one should be alone in their pursuit of better health. This purpose drives us as we pair quality therapeutics with human support - showing up in big moments and small to help patients find comfort and confidence.

We bring deep expertise and resolve to every therapeutic area we serve, including immunology, urology, men's health, orthopedics, critical care, and pediatric endocrinology. We work with patients, care partners, and physicians to help them navigate healthcare system complexity and access therapies that make a meaningful difference.

We are Keenova - keen to solve, keen to serve. Learn more at www.keenova.com.

At Keenova, we know that we contribute to something that matters because we make quality products that impact patient lives. Our dynamic work environment provides unique experiences for employees to grow and develop. Invest in your own career with Keenova and let’s do something dynamic together.

Keenova provides equal employment opportunities to applicants and employees without regard to race; color; gender; gender identity; sexual orientation; religions practices and observances; national origin; pregnancy, childbirth, or related medical conditions; protected veteran status; disability; or any other category protected by law.