IT Support Specialist

The IT Support Specialist provides day-to-day technical support across the organization, ensuring end users, systems, and infrastructure remain secure, reliable, and productive. This role troubleshoots and resolves hardware, software, and network issues; manages user account and access administration; and partners with other IT and business teams on projects that improve how the company operates. The ideal candidate brings solid technical judgment, clear communication skills, and the ability to prioritize competing requests in a fast-paced environment. How you will make an impact:

• Serve as primary point of contact for help desk tickets, troubleshooting and resolving hardware, software, and connectivity issues across desktops, laptops, mobile devices, and printers.
• Install, configure, and maintain company software and computer systems, including standard OS and application deployments.
• Diagnose and resolve LAN/WAN and VPN connectivity issues, escalating complex network problems as appropriate.
• Monitor system performance metrics and proactively identify recurring issues before they escalate.
• Update computer software and upgrade hardware/systems on a routine schedule.
• Manage full user account lifecycle (onboarding/offboarding), including Active Directory, email, and remote access provisioning.
• Administer permissions and group policies in line with company security standards.
• Assist users with password resets, login issues, and access requests.
• Maintain accurate IT asset inventory and track equipment lifecycle across departments.
• Create and maintain IT documentation, knowledge base articles, and standard operating procedures.
• Track and report on ticket metrics, meeting SLA targets for response and resolution time.
• Provide responsive IT assistance to staff, using ITSM/helpdesk software to log and manage requests.
• Support the implementation of new software, hardware, and infrastructure solutions.
• Analyze support trends and logs to identify root causes and recommend process improvements.
• Stay current on IT support tools and technologies, recommending upgrades where appropriate.
• Other duties as assigned.

• Associate’s degree in IT, Computer Science, or a related field; OR High School diploma and equivalent combination of education and relevant work experience

Experience

• 2-4 years of experience in an IT support, help desk, or system administration role
• Working knowledge and hands-on expertise with a variety of software, hardware, and enterprise applications

Licenses or Certifications

• IT certifications preferred (CompTIA A+/Network+, Microsoft MCSA/MD-102, ITIL Foundation, or similar) but not required

Skills

• Proficiency in Windows desktop/server environments, Active Directory, and Microsoft 365
• Working knowledge of Microsoft 365 collaboration tools (SharePoint, Teams, OneDrive) including basic administration
• Familiarity with core cybersecurity practices - patch management, endpoint protection, and phishing/threat awareness
• Working knowledge of LAN/WAN networking, VPN, and basic network troubleshooting
• Proficiency in IT service management (ITSM) or helpdesk ticketing tools; strong documentation skills

Qualities & Attitude

• Strong analytical and problem-solving skills, with the ability to diagnose issues and identify root causes
• Team-oriented mindset, collaborating across departments to resolve technical issues
• Clear, professional communication with both technical and non-technical stakeholders
• Ability to manage competing priorities and multiple projects in a fast-paced environment
• Strong ability to work independently as well as collaboratively
• Strong work ethic, ambitious, and comfortable taking ownership of problems from start to finish, Commitment to Excellence, Problem Solving/Decision Making/Analytical Thinking, Communication Skills, Teamwork/Cooperation/Supportiveness, Flexibility/Adaptability, Initiative/Taking Ownership, Focus on Safety, Ethical/Trustworthiness, Work Ethic/Reliability, Thoroughness, Customer Service

Matica Biotechnology is at the forefront of biopharmaceutical research and development. The Matica Bio team brings an average of 15 years of cell and viral vector manufacturing experience to the development and manufacture of advanced therapy products. At our purpose-built GMP facility in College Station, Texas, we provide rapid development and scale-up of cell and gene therapies, vaccines, and Oncolytics meeting worldwide regulatory compliance. The true value of a CDMO is determined by the quality of its people. Matica Bio consists of a dedicated team of experts. We’re a cell and gene therapy CDMO powered by people, and our people provide real benefits to the quality, safety and speed of the cell and gene therapy development pathway. Our inventive thinking and foresight help us strategize the best path to take therapies from the lab to the market. Come join our dedicated team and Make it Happen With Matica Bio!, Matica’s Values are at the forefront of everything we do, our culture, and the decisions we make.

• Start with Safety & Quality
• Choose the Path of Openness, Honesty, and Integrity
• Nurture Our Differences to Enable Our Collective Success
• Learn Continuously to Ensure Our Value and Relevance
• Commit to Delivering Life Altering Therapies