IT Support Specialist - Onsite Support Operations (Contract)

Job description

JOB SUMMARY: The IT Support Specialist – Frontier Durham provides dependable, customer-focused Tier 1 technical support for BioCryst employees at the Frontier Durham office. This 100% on-site role serves as the primary local IT presence for daily walk-up support, deskside assistance, hardware and software troubleshooting, conference room technology, onboarding and offboarding activities, and white-glove support for leadership and visiting employees. The ideal candidate is hands-on, approachable, organized, and comfortable supporting employees in a fast-paced office environment. This is a 6-month contract role. Candidates must be able to work onsite in the Durham office 5 days a week. ESSENTIAL DUTIES & RESPONSIBILITIES: Serve as the primary on-site Tier 1 IT support resource for employees at the Frontier Durham BioCryst office, including walk-up support, deskside assistance, chats, calls, and tickets. Troubleshoot common hardware, software, network connectivity, printer, mobile device, badge/access, and Microsoft 365 issues, escalating more complex items when appropriate. Provide professional, white-glove support for BioCryst leadership, executive visitors, and employees visiting the Frontier Durham office. Perform basic conference room and audiovisual troubleshooting, including Microsoft Teams Rooms, displays, cameras, microphones, speakers, docking stations, cabling, and room readiness checks. Complete daily office technology checks to ensure shared workspaces, collaboration areas, conference rooms, printers, and loaner equipment are operational. Create, update, track, and resolve incidents and service requests in the IT Service Management tool while maintaining accurate notes and timely communication with employees. Support employee onboarding and offboarding activities, including workstation setup, laptop preparation, peripheral deployment, account/access coordination, and first-day support. Assist with laptop, desktop, monitor, docking station, headset, mobile device, and peripheral inventory, replacements, shipping, receiving, and asset tracking. Follow defined IT processes, Service Level Agreements, Standard Operating Procedures, security requirements, and escalation paths. Document recurring issues, troubleshooting steps, conference room procedures, and local office support processes to improve team knowledge and service consistency. Partner with other IT teams, facilities, vendors, and service providers to coordinate support for local technology issues and office technology needs. Provide basic user guidance for Microsoft 365, Teams meetings, printing, remote access, password resets, MFA, and standard office technology. Identify opportunities to improve local support processes, reduce repeat incidents, and enhance the employee technology experience. Maintain a professional, responsive, and service-oriented presence while supporting employees in person throughout the workday. Work on site at the Frontier Durham BioCryst office Monday through Friday. Perform other duties as assigned by management. EXPERIENCE & QUALIFICATIONS: Associate degree in Information Technology or a related field preferred, or equivalent combination of technical training and hands-on support experience. 2+ years of experience providing Tier 1 deskside, help desk, or service desk support in a corporate environment. Strong customer service mindset with the ability to communicate clearly, remain calm under pressure, and provide professional in-person support. Working knowledge of Windows 10/11, Microsoft 365, Microsoft Teams, Outlook, mobile devices, printers, docking stations, peripherals, and basic networking concepts. Experience troubleshooting conference room or audiovisual technology such as Teams Rooms, displays, cameras, microphones, speakers, cabling, and room control equipment. Experience supporting executives, leadership teams, visitors, or high-touch end-user environments preferred. Ability to document incidents, service requests, troubleshooting steps, and asset updates accurately in a ticketing or IT Service Management system. Ability to prioritize multiple requests, follow established processes, escalate appropriately, and maintain ownership through resolution. Basic understanding of account access, MFA, password resets, endpoint setup, and standard IT security practices. IT certifications such as CompTIA A+, Network+, Microsoft fundamentals, or ITIL Foundation preferred. Ability to work independently and collaboratively with IT, facilities, vendors, and business partners. Ability to stand or walk for extended periods, move between office areas frequently, and lift up to 50 pounds when handling IT equipment. Must be able to work 100% on site at the Frontier Durham BioCryst office Monday through Friday. The statements in this position description are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. The manager may assign additional responsibilities and assignments from time to time. BioCryst is an equal opportunity employer and is committed to providing equal employment opportunities without regard to age, race, religion, sex, sexual orientation, gender identity, national origin, Veterans status, disability and/or other protected class characteristics. Additionally, BioCryst is committed to achieving its business objectives in compliance with all federal, state and local law.