IT Service Specialist
Veloxis Pharmaceuticals, Inc. Job Description: SUMMARY OF KEY RESPONSIBILITIES End-User Support & Incident Resolution
- Provide Tier 1 (On-site) and 2 technical support for escalated issues involving laptops, mobile devices, email, and enterprise applications
- Troubleshoot and resolve authentication, access, and device-related issues (e.g., BitLocker recovery, Outlook/iOS configuration)
- Investigate and diagnose advanced Microsoft365 issues such as missing emails, mailbox inconsistencies, or service interruptions
- Support users during live issues by gathering diagnostics, screenshots, and logs
- Coordinate and fulfill access requests for enterprise systems (e.g., Microsoft 365, email systems)
- Partner with business and/or IT stakeholders to understand access requirements and ensure appropriate provisioning
- Collaborate with your leader to continuously improve onboarding and offboarding execution efficiency.
- Assist with account lifecycle tasks including onboarding, offboarding, updates, and migrations
- Support deployment, shipment, and return of corporate devices (laptops, iPhones, iPads)
- Ensure we have agreed levels of hardware inventory to ensure life-cycle demand
- Provide guidance, migration instructions, and user communications for hardware rollouts
- Manage device-related policy enforcement and compliance with established IT operation controls
- Execute and support enterprise transformation projects (Microsoft365 environment)
- Update relevant operations documentation (Work instructions, Architecture, knowledge, etc.)
- Communicate status of assigned actions to relevant leader and take ownership to collaborate on issues with vendors or internal IT.
- Draft and send targeted communications to employees regarding IT changes, action items, and policies
- Provide clear instructions for end users during onboarding or transitions (e.g., orientation, device setup, system updates)
- Respond to user inquiries with guidance, troubleshooting steps, and follow-up actions
- Work closely with IT leadership, vendors, and business stakeholders to execute service delivery tasks
- Participate in IT operational meetings, CAB reviews, and project discussions as a subject matter contributor
- Create and maintain technical documentation, user guides, and workarounds for common issues
- Identify opportunities to improve service delivery processes and user experience
- Assist in training and onboarding new IT staff or contractors
- Strong troubleshooting and analytical skills across Microsoft 365 and endpoint devices
- Effective communication skills (technical - business translation)
- Customer service orientation with ability to manage high-volume support
- •Ownership and follow-through on complex tasks and escalations
- Ability to coordinate incidents and service requests across multiple stakeholders and concurrent workstreams
- 4+ years of IT support or service delivery experience
- B.S. / B.A. in business, computer science or other disciple preferred but not required
- Experience supporting enterprise environments and migrations
- Solid understanding of M365 administration, endpoint management, enterprise applications, and troubleshooting tools
- Relevant certifications (e.g., Microsoft, Azure, Intune, etc.) preferred
- ITIL Foundation skills preferred
- Experience in working with users outside the US is preferred
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