IT Support Specialist

• Serve as Tier 1 support for hardware, software, networking, and cloud-based applications.
• Troubleshoot and resolve incidents or escalate to Tier 2/3 teams when necessary.
• Use our ticketing system (ServiceDesk+) to log, categorize, prioritize, and document all support interactions.
• Ensure accurate asset tagging and lifecycle documentation using QR-based asset tracking.
• Provide support for laptop shipping, onboarding, and support for new hires.
• Support adherence to ITIL processes including Incident, Request, Knowledge, and Asset Management.
• Contribute to a growing knowledge base and promote customer self-service adoption.
• Maintain a high customer satisfaction rating by communicating professionally and empathetically with end users.
• Collaborate with infrastructure, cloud, networking, cybersecurity, and other IT teams to solve recurring issues and improve service delivery.
• Assist in identifying process inefficiencies and support automation opportunities.
• Partner with laboratory staff to identify and escalate critical initiatives and support issues, ensuring proper resolution and follow-through.
• Assist remote infrastructure teams by providing on-site, hands-on support for infrastructure projects, including hardware installations, cabling, and equipment troubleshooting.

Qualifications

• 1-3 years of IT support or help desk experience in a professional environment.
• Strong knowledge of Windows OS, Microsoft 365, Teams, and enterprise software troubleshooting.
• Familiarity with Active Directory, Entra ID, VPN, remote desktop tools, and asset tracking systems.
• Provide hands-on support for site hardware, including printers, network switches, and servers, ensuring timely maintenance, troubleshooting, and coordination with infrastructure teams as needed.
• Possess a basic understanding of networking concepts such as IP addressing, DNS, DHCP, and VLANs to assist with troubleshooting and support coordination.
• Understanding of ITIL v3 or v4 principles.
• Ability to document procedures, solve problems methodically, and manage multiple tasks.
• Strong communication skills, both written and verbal.
• Passion for helping people, willingness to learn, and a proactive mindset.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to work/type at a computer.
• Some travel will be required depending on the nature of the transactions and projects.

Bonus Skills

• Experience working in a Contract Research Organization (CRO) or laboratory environment, with an understanding of lab workflows and scientific application support, is a plus.

What Sets This Role Apart

• Growth Opportunity - This is a foundational role in a reimagined IT support model. You'll have opportunities to grow into more specialized IT paths (networking, security, cloud).
• Empowered Support Model - We're building a strategic and tactical framework that emphasizes process ownership, self-service, and measurable SLAs.
• Mission-Driven Work - Your efforts directly impact teams conducting life-changing scientific and pharmaceutical research.

*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person's relevant experience and/or education level.

Inotiv is a growing contemporary drug discovery and development company where we "Play to Win" in an industry rich with opportunity. Together, we face challenges and together we win in the delivery of world-class drug discovery and development solutions that impact the health and well-being of people all over the world. There's an opportunity for everyone at all phases of a career, each individual's unique skill set has an impact on the work we conduct. If you have the talent and desire to impact the quality of people's lives, we have the career opportunities to make it happen. Join us in embracing research and science to impact the health and well-being of people all over the world.

Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short- and long-term disability, paid time off, paid parental leave, 401K, and more!

Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.