IT End User Support Specialist
Forge Biologics
About Forge:
Forge, a member of Ajinomoto Bio-Pharma Services, is a gene therapy development engine, focused on enabling access to life changing gene therapies and helping bring them from idea into reality. We partner with innovators in the gene therapy community: scientists, physicians, biotech/pharma companies, and patient groups. We bring expertise in gene therapy manufacturing and therapeutics development to the table, helping to champion teams that are navigating the long road from the lab bench to the bedside. Our goal is simple but vital to patients living with disease, and we take it seriously. With a patient-first approach, we are forging new models for working together to better accelerate these transformative medicines to reach those who need them the most.
Forge is based in Columbus, Ohio, in a 200,000 square foot facility known affectionately by team members as, the Hearth. The Hearth, is a custom-designed cGMP facility dedicated to AAV manufacturing and hosts scalable, end-to-end manufacturing services.
About the Role:
IT End User Support Specialist is responsible for providing technical assistance and support to end-users in a timely and efficient manner. This role involves diagnosing and resolving software, hardware, and network issues, as well as providing guidance and training to users and End User Services Staff. The IT End User Support Specialist will interact with individuals at all levels of the organization, demonstrating excellent communication and problem-solving skills. This role will also assist with more complex issues that may need a higher experience level in resolving issues with some systems support work as well. IT End User Support Specialist will be assigned project level tasks which they will own, plan and complete. This position will know how to identify inefficiencies in processes and innovate solutions to rectify inefficiencies.
What You'll Do:
- Respond promptly to user inquiries through various channels (phone, email, chat, or in person) and provide technical support and guidance.
- Diagnose and resolve hardware, software, and network issues in accordance with established procedures and guidelines.
- Install, configure, and maintain computer systems, printers, and peripherals.
- Set up and manage user accounts, including password resets and access permissions.
- Collaborate with the IT team to escalate complex issues and follow up on problem resolution.
- Train and assist users in the proper use of software applications and systems.
- Document and maintain records of user inquiries, incidents, and solutions using a ticketing system.
- Assist with IT Asset system configurations, templates and management and ITIL principals.
- Contribute to the development and maintenance of knowledge base articles, user guides, and FAQs.
- Stay up to date with the latest technology trends and advancements in order to provide effective support and solutions.
- Complete assigned Project Work and manage small projects to completion.
- Find inefficiencies and suggest improvement in End User Services workflow.
- Respond and communicate with vendors.
- Manage and configure asset management tracking.
- MAC environment support and systems is a plus including laptops, mobile devices and iPads.
- Maintain, configure, support and research End User Services portion of systems like Intune, Entra, Azure, Kandji, ManageEngine, Apple Business Manager and Endpoint.
- End User Device Patch Management.
- Other duties as assigned.
What You'll Bring:
- Associate's degree or equivalent experience in Information Technology, Computer Science, or a related field.
- 5-7 years of experience in a help desk or technical support role.
- Strong knowledge of Windows and Mac operating systems, hardware, software, systems and troubleshooting.
- Familiarity with network protocols, IP addressing, and basic network troubleshooting.
- Proficiency in Microsoft Office Suite and other common software applications.
- Experience with Office 365 Administration, Active Directory, Azure, Intune, Endpoint Security user account management, and group policies.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues effectively.
- Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Ability to spot trends and innovate resolutions to minimize workload.
- Ability to work onsite 5 days/week.
Work Environment and Physical Demands
This position works in a typical office environment where the physical work demands will vary depending on the specific tasks and duties required of the job. This is largely a sedentary role; persons holding office positions are generally subject to inside environmental conditions having the lighting, temperature, and noise of an open floor-plan office environment. Regularly operate a computer and other office equipment. Regularly communicate with others in person, over the phone, and electronically. Must be able to move and/or carry objects weighing up to 10 lbs.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned.
Forge Biologics is an equal opportunity employer dedicated to building an inclusive and diverse workforce. Forge Biologics, provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Life at Forge
We are a team of diverse, driven and passionate people working together to trailblaze a new model for how we make medicines to treat patients with genetic diseases. Our team members use their creativity and talent to invent new solutions, meet new demands, and offer the most effective services in the industry. Forge’s core values lay the foundation for H.O.P.E. It provides us a common purpose that we all understand, work towards and live by.
HARDWORKING - We work hard and smart, making a persistent and determined effort toward success. Working hard, with focus and desire is the key.
OPEN - We strive to be approachable, actively listen and encourage others to contribute and speak up. We positively offer and receive constructive feedback.
PURPOSE DRIVEN - We are passionate about working towards and delivering on our mission to manufacture gene therapies.
ENGAGED - We are fully absorbed by and enthusiastic about our work and take positive action to further Forge’s vision, mission and goals.
We’ve Got You Covered
We take the health and happiness of our employees seriously and are consistently evaluating new ways to make our benefits truly UnFORGEttable.
- Health, Dental, and Vision insurance that starts on your first day at Forge, with 90% of premiums covered for team members as well as dependents
- Flexible PTO (plus 14 paid company holidays)
- Annual bonus for all full-time employees
- 401(K) company match
- Fully-stocked kitchen with free food/drinks
- 12 weeks of paid parental leave - additional discount programs include childcare support & dependent care
- Employee Assistance Program
- Wellness benefits (financial planning services, mental health counseling, employer paid disability)
- Professional & Personal development resources - LinkedIn Learning, a dedicate training staff in-house, mentoring opportunities & access to leadership development coaches