IT Support SpecialistII

Organogenesis is seeking a motivated team member. The IT Tier 2 Support Specialist plays a crucial role in ensuring smooth operation and support for our organization's environment. This position involves a broad range of responsibilities including troubleshooting hardware and software issues, installing and configuring new hardware. The support specialist will be expected to work on issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service. This position is on-site Monday through Friday. How You Will Achieve It: * Provide Excellent Customer Support : Respond to phone calls and emails promptly with a friendly and professional attitude. Assist customers with inquiries about our supported software and computing platforms to ensure their issues are resolved efficiently. * Continuous Learning and Problem-Solving: Demonstrate a proactive approach to resolving customer issues by staying updated with the latest industry trends and best practices. Utilize various resources and collaborate with IT team members to find comprehensive solutions. * Setup and Maintain Workstations: Configure and upgrade workstations and laptops for Organogenesis employees. Install and support peripheral equipment as needed to enhance employee productivity. * Onsite Support: Assist with onsite hardware or software issues that require physical presence. * Support Remote Workforce : Assist remote employees with technical issues, ensuring they have the tools and resources needed to perform their roles effectively. * Proactive Issue Prevention: Identify potential issues and recommend preventive measures to minimize downtime and optimize system performance. Forming part of the troubleshooting team for problems and major incidents. * Track and Manage Support Requests: Utilize the Organogenesis Support Portal to log, track, and update the status of all support requests. Ensure timely resolution and follow-up to maintain high levels of customer satisfaction. Troubleshooting escalated incidents from the Tier 0/1 support team. Escalating incidents that cannot be resolved to the next level of support in line with SLAs. * Collaborate on IT Projects : Work collaboratively with other IT team members on assigned projects to contribute to the overall improvement and development of IT services and infrastructure. Providing knowledge articles and technical articles for other support tiers. * Database Entry : Be able to accurately enter and maintain an asset inventory database. * Security Tools : Use security tools as needed to secure company owned hardware. Requirements What You Need to Achieve It: * High School diploma or equivalency required. Associate degree or higher, preferred. * Minimum of 3-5 years of related experience in a similar support role. * Excellent verbal and written communication skills. * Ability to handle working in a fast-paced environment with sometimes strict deadlines. * Technical proficiency in the following: Windows 7/10/11, Active Directory, Azure portal, Office 365 portal, Endpoint Manager. * Strong analytical, problem-solving, and conceptual skills, and the ability to own a technical task and work it to completion. * Proven subject matter expertise in the relevant support area. * Appropriate IT industry certifications. * Strong troubleshooting and technical support experience. * Ability to understand and resolve complicated technical issues. * Ability to follow processes, procedures, and work instructions to ensure consistent customer experiences. * Be able to lift at least 50lbs. * Candidate needs to be able to cover sites in RI and MA as necessary (cover vacations, projects, etc.) The anticipated hourly rate for this role is $27.75hr - $28.85/hr and reflects current market data for similarly-sized life science companies and internal equity. Organogenesis is a multi-state employer, and this salary range may not reflect positions that work in other states. Base salary is part of our total rewards package which also includes the opportunity for merit-based increases, eligibility for our 401(k) plan with competitive company match, medical, dental, vision, education assistance, life and disability insurances and leaves provided in line with your work state and federal law. Our time-off policy includes paid vacation days, paid company holidays, and paid sick time. Total compensation, including base salary to be offered, will depend on elements unique to each candidate, including candidate experience, skills, education, and other factors permitted by law. What can we offer you? * 401k -- generous employer match with immediate vesting and financial planning resources * Comprehensive Medical, Dental and Vision coverage options effective on day one of employment * Flexible Spending Account (medical expenses or dependent care expenses) or Health Savings Account * Company paid insurances including Short Term, Long Term and Life insurances as well as voluntary options * Paid maternity leave and parental leave for all new parents * Adoption benefits * Education Assistance Policy - $5,000 per year for all employees * Wellness Program including free trainings on mental health, mindfulness, stress reduction, on-site flu shots and more * Employee Assistance Program * Generous paid time off including vacation, floating holidays, sick days, and company holidays * Free parking including an electric charging station (Canton and La Jolla) * Discounts at BJs Wholesale, Dell, Sullivan Tire, and Sprint We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, genetic information or any other characteristic protected by law. We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.