IT Technical Support Specialist (Hybrid Role)

AstraZeneca - Mount Vernon, IN

Full-time - Entry Level

Remote - Mount Vernon, IN

Chemical Manufacturing

About the position

The IT Technical Support Specialist is responsible for delivering exceptional IT services, focusing on effective technical resolution for incident and change management, service optimization, and new systems implementation. This role collaborates with stakeholders and global service teams to ensure optimal service delivery for local IT services, infrastructure, and specialized systems, while maintaining quality and compliance standards.

Responsibilities

• Deliver effective end-user services within a team.
• Mentor junior staff and act as a point of reference in specialist areas.
• Conduct analysis and prepare reporting for IT service issues.
• Ensure reports meet quality standards and provide data interpretation.
• Analyze, diagnose, and resolve complex tasks related to AZ systems and applications.
• Troubleshoot and resolve trouble tickets for hardware and software issues.
• Provide just-in-time technical support to customers at AskIT (genius bar).
• Use remote access tools to troubleshoot problems and transfer files.
• Meet SLA/OLA reviews, ticket reviews, and customer satisfaction reports.
• Liaise with technical global IT teams and non-IT customers effectively.
• Support hardware image configuration for desktops and laptops.
• Provide 'hands and eyes' support for local site infrastructure services.
• Maintain configuration management data for OCS-supported systems.
• Collaborate on policies and processes for enhancement recommendations.
• Deliver specialist IT technical support to Operations estate systems.
• Consult with customers for effective system management and downtime planning.
• Perform technical and quality work activities on relevant systems.
• Assist user community with transition support and change planning.
• Ensure OCS supported systems maintain patched and anti-virus levels.
• Own maintenance of configuration management data for OCS systems.
• Support specialist computing devices like specialty printers and scanners.
• Manage local Service Introduction activities and update support models.
• Collaborate on management of local applications and system lifecycle plans.
• Contribute to the Operations Computing Service Improvement Portfolio.
• Manage incidents to resolve complex IT and automation system issues.
• Support service change requests and implementation of architectural standards.
• Possess knowledge of local technical environment including Corporate IT Infrastructure.

Requirements

• Bachelor's degree in computer science, Engineering, or related technical discipline.
• At least 3 years' experience in an IT Technical support and delivery role.
• Thorough knowledge of desktops, laptops, and MS operating systems.
• Ability to install and configure complex software applications.
• Experience in analyzing, managing, and resolving issues with timely follow-up.
• Knowledge in supporting Microsoft Office applications, especially Outlook & MS Teams.
• Exposure to cloud-based storage solutions.
• Experience with MS Teams, Zoom, and collaboration tools.
• Knowledge of antivirus software in an enterprise environment.
• Ability to work independently or as part of a team.
• Some experience working with third-party suppliers.
• Knowledge in supporting Apple Mac OS and iOS software.
• Experience in setting up and deploying mobile devices.
• Awareness of laboratory instrumentation and manufacturing Automation systems.
• Understanding of Quality and Compliance principles (GMP, GLP).
• Basic knowledge of network engineering principles.

Nice-to-haves

• Experience working in a global organization with geographically dispersed teams.
• Project management experience.

Benefits

• Reasonable adjustments/accommodations for candidates during recruitment.
• Commitment to lifelong learning, growth, and development for all employees.