Onsite IT Support Senior – Manufacturing & Lab Systems

NCBioImpact; Durham (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

NCBioImpact is seeking a Senior IT Technical Support Specialist to provide advanced onsite IT support across end-user computing, site infrastructure, laboratories, and manufacturing operations at our Durham site. You will diagnose complex issues, lead incident management, and support new system implementations.

Collaborating with Automation, Engineering, and global IT teams, you will mentor local staff, act as escalation point, and help ensure reliable service delivery in a fast-paced

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical discipline.
• At least five years of IT experience, including experience in senior or advanced technical support.
• Experience supporting Microsoft Windows and macOS devices in a desktop-support environment.
• Strong working knowledge of Microsoft 365 applications and services, including Outlook, Teams, SharePoint, Power BI, and Power Apps.
• Experience with IT service-management platforms such as ServiceNow.

Responsibilities

• Provide advanced technical support for end-user computing, infrastructure, laboratory systems, manufacturing applications, automation systems, and specialized computing devices.
• Independently investigate, diagnose, and resolve complex IT and automation incidents.
• Manage incidents and service requests through IT service-management tools, including ServiceNow.
• Serve as a technical escalation point for local IT support teams.
• Perform root-cause analysis and recommend sustainable corrective and preventive actions.
• Provide hands-and-eyes support for infrastructure and global service teams.
• Support desktop and laptop imaging, software installation, mobile-device deployment, and hardware lifecycle activities.
• Provide technical leadership for onsite support services such as AskIT or similar walk-up support models.
• Deliver specialist technical support across manufacturing, formulation, packaging, quality, laboratory, weigh-and-dispense, automation, and compliance environments.
• Support systems operating across corporate IT infrastructure, dedicated manufacturing networks, production environments, and laboratory networks.
• Partner with customers to maintain effective system operations and coordinate planned and unplanned downtime.
• Minimize technology-related disruption to manufacturing, quality control laboratories, and supply chain operations.
• Support laboratory instruments, manufacturing automation systems, and specialized computing devices.
• Maintain appropriate patching and antivirus protection for supported systems.
• Identify and manage risks associated with obsolete hardware, software, platforms, and equipment.
• Coordinate hardware and system lifecycle-management activities to improve reliability and reduce business risk.
• Deliver Operations Computing Services in accordance with established service catalogues, standards, policies, service-level agreements, and operational-level agreements.
• Monitor ticket quality, service performance, customer satisfaction, and recurring technical issues.
• Maintain accurate configuration-management information for supported systems and devices.
• Contribute to the Operations Computing Service Improvement Portfolio.
• Review existing support policies and processes and recommend practical improvements.
• Promote consistency and best practices across local, regional, and global operations sites.
• Support service-introduction activities, change planning, transition activities, and the implementation of new support models.
• Act as a focal point for locally managed applications and services.
• Provide technical consultation for new projects, system implementations, enhancements, and service changes.
• Review proposed solutions to ensure alignment with architectural, security, compliance, and operational standards.
• Coordinate with project teams, service teams, vendors, Automation, Engineering, and business stakeholders during implementation and transition.
• Translate business and operational requirements into clear technical requirements and support solutions.
• Support local service-introduction activities and ensure that appropriate support, documentation, and escalation models are established before go-live.
• Track locally managed technical projects and communicate risks, dependencies, and progress to relevant stakeholders.
• Mentor junior team members and act as a technical reference point in specialized areas.
• Provide technical leadership to local and regional onsite IT teams.
• Support local team priorities and serve as the first point of escalation when required.
• Build effective relationships with business customers, global service owners, process owners, IT teams, Automation, Engineering, Quality, and external suppliers.
• Communicate complex technical information clearly to technical and non-technical audiences.
• Work across regions and time zones to ensure consistent service delivery and adoption of global standards.
• Support technology-platform or capability initiatives at site or regional level.

Skills

End-user support

Windows

macOS

Microsoft 365

Incident management

ServiceNow

Lab instruments

Networking basics

Vendor management

Technical leadership

Education

Bachelor's degree

Tools

ServiceNow

Job description

NCBioImpact is seeking a Senior IT Technical Support Specialist to provide advanced onsite IT support across end-user computing, site infrastructure, laboratories, and manufacturing operations at our Durham site. You will diagnose complex issues, lead incident management, and support new system implementations.

Collaborating with Automation, Engineering, and global IT teams, you will mentor local staff, act as escalation point, and help ensure reliable service delivery in a fast-paced