Open Position
Title: IT Support Engineer
Location: Morrisville, North Carolina
If you are interested in the below position, please send your resume to [email protected] and REFERENCE THE POSITION TITLE within the subject line.
Organizational Overview
TG Therapeutics is a fully integrated, commercial stage, biopharmaceutical company focused on the acquisition, development, and commercialization of novel treatments for B-cell diseases. In addition to a research pipeline including several investigational medicines, TG has received approval from the United States Food and Drug Administration (FDA) for BRIUMVI (ublituximab-xiiy) for the treatment of adult patients with relapsing forms of multiple sclerosis (RMS), to include clinically isolated syndrome, relapsing-remitting disease, and active secondary progressive disease, in adults. TG has also received approval for BRIUMVI by the European Commission (EC) for the treatment of adult patients with RMS who have active disease defined by clinical or imaging features. TG Therapeutics has offices located in Morrisville, NC, New York City, and Edison, New Jersey. For more information, visit www.tgtherapeutics.com.
Role
Works as part of the corporate IT team to support a broad range of technologies and liaises across multiple areas of the business to support incidents and requests. Serves as the front-line of IT support, resolving technical issues via ticketing system, phone, email, live chat, instant message, or in-person and explaining solutions in technical and nontechnical terms. Responsible for maintaining, preparing, and shipping IT equipment to and from company personnel within set deadlines. This position reports directly to Senior Manager, IT Service Delivery.
Key Responsibilities
– Meet deadlines to ship and receive IT equipment to and from remote employees.
– Triage and resolve issues quickly and effectively.
– Provide friendly, professional, and positive support for users via ticketing system, phone, chat, and in-person.
– Must be able to provide clear written or verbal steps to assist users with technical issues.
– Identify, log, and resolve technical problems with computer hardware, software applications, and network systems.
– Triage incoming support tickets, providing tier 1 and 2 help desk support and escalating or routing tickets to other departments as needed.
– Ensure incidents and tickets are filled out according to company standards.
– Participate in an early or after-hours and on-call rotation to provide support to emergency user issues if needed.
– Build and install PCs, Windows 11, iPads, iOS, soft phone systems, wireless networks, and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
– Maintain installed PCs, devices, networks, and peripherals through routine maintenance, updates, and patches.
– Migrate workstations from older hardware to new hardware.
– Offer minor training for users in the proper use of hardware or software.
– Complete minor system administration tasks (account unlocks, password resets, etc.).
– Document technical changes and processes for future reference.
– Create helpful and user-friendly guides to support end users with technical tasks.
– Work alongside senior team members and peers to implement and test new systems (SaaS, IoT, etc.).
– Collaborate with team members on various tasks, remaining responsive to team chat, email, and other modes of communication.
– Take initiative and learn quickly while working in a fast-paced and virtual environment.
– Work from home during COVID-19 restrictions but travel to physical office locations as needed. The position will be office-based after COVID-19 restrictions are removed.
– Ideal candidate will be able to expand their role as company grows.
Professional Experience/Qualifications
––Experience supporting and troubleshooting Windows 10/11, macOS, iOS, and Android.
––Experience building and deploying standard desktop images, backup, and migrating workstations from Windows 10, 11.
––Experience with basic administration of SaaS applications.
––Experience with mobile device management solutions.
––Knowledge in cyber security.
––Ability to troubleshoot difficult issues.
––Ability to effectively prioritize help desk tickets while working on other time sensitive tasks.
––Ability to work quickly and carefully in response to emergency IT support requests.
––Ability to handle sensitive and confidential situations and documentation.
––Ability to communicate with all levels of staff with the highest level of integrity.
––Experience documenting work performed to use the details as a reference for future work.
––Experience defining or refining IT processes/procedures is a plus.
––Experience working in biotech or regulated
Education
––Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
––CompTIA A+ Certification, or equivalent.
––Minimum of 5 years in Tier 1 and 2 Help Desk Experience utilizing multiple modes of communication such as ticketing system, email, phone, chat, in-person, etc.
TG Therapeutics is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, disability, national origin, ancestry, genetic information, military or veteran status, pregnancy or pregnancy-related condition or any other protected characteristic.