IT Support Services Technician

The IT Support Services Technician represents IT onsite in one or more of Keenova site specific locations and will provide support to headquarters employees and remote workers as necessary. This role serves as a key member of the IT team, delivering strong technical support, maintaining endpoint devices, managing and supporting conference room tools/technologies, and providing white-glove executive support. This resource will be accountable for leading and delivering reliable, compliant end user and site IT services in a corporate environment. The role combines hands on technical support with leadership responsibility, ensuring incidents, requests, and critical issues are prioritized and resolved in line with business needs, expectations, and agreed upon SLAs. This role is a highly professional, service-oriented technologist who can provide exceptional end-user and executive support while ensuring workplace technology, collaboration platforms, and conference room systems operate reliably across the organization’s headquarters environment. The position partners closely with Global IT teams and vendors, drives continual service improvement, and supports site projects, audits, and business continuity readiness.

Scope of Authority Site-level IT service delivery for end user computing, local infrastructure support, collaboration and conferencing technologies along with incident/request management and project-based work activities. No direct budget ownership; contributes to local IT forecasting, asset lifecycle planning, and vendor performance governance., Service Support / Delivery & Operations (70% of time)

• Provide Tier 1 and Tier 2 management and support for desktops, laptops, mobile devices, collaboration peripherals, conference room devices, printers, and business applications for both onsite and remote employees.
• Troubleshoot and resolve hardware, software, operating system, account, and connectivity issues in a timely and professional manner.
• Support and administer endpoint technologies including Active Directory, Microsoft Intune, Intune Autopilot, SCCM/MECM, Microsoft Teams, Conferencing software (WebEX, Teams, Zoom) and the Microsoft 365 suite.
• Perform device provisioning, deployment, refresh, imaging, software installation, and lifecycle management activities.
• Assist with user account management, access requests, password resets, and endpoint compliance troubleshooting.
• Utilize ServiceNow to manage incidents, service requests, asset records, and technical documentation while meeting established service levels.
• Support and maintain collaboration technologies including Microsoft Teams, Cisco Webex, Teams Rooms, conferencing platforms, and room scheduling systems.
• Provide hands-on support for conference rooms, executive boardrooms, and collaboration spaces, ensuring meeting technology is fully operational and ready for use.
• Troubleshoot and maintain audiovisual systems including displays, projectors, cameras, microphones, speakers, and video conferencing equipment.
• Deliver proactive, white-glove support for executives and senior leadership, including preparation and support for critical meetings, presentations, and events.
• Coordinate with infrastructure, networking, security, and vendor teams to resolve complex technical issues and support technology projects.
• Participate in office moves, equipment deployments, technology refresh initiatives, and headquarters IT operations.

• Maintain accurate asset inventories and ensure company hardware is properly tracked throughout its lifecycle.

• Act as an escalation point and/or lead on incident response for critical IT issues, ensuring clear communication, root cause analysis, and corrective actions.
• Ensure incidents and requests are logged, prioritised, and resolved in line with SLAs/KPIs, driving reduction of recurring issues.
• Manage & conduct IT project activities on a day-to-day basis
• Ensure effective resource coverage and local presence to meet operational demands.

Customer & Stakeholder Engagement (20% of time)

• Build strong working relationships with Keenova leadership, IT Teams and business stakeholders.
• Act as the IT liaison for the site, communicating service status, risks, and planned changes.
• Provide strong executive meeting support as required.

Governance, Compliance & Improvement (10% of time)

• Ensure adherence to company policies, change control and security practices as documented.
• Participate and complete required company training as defined.
• Maintain audit readiness for IT services within scope and support activities as required.
• Maintain support documentation, runbooks, and knowledge articles as necessary.
• Drive continuous technology improvement through continued education and knowledge sharing.

• Bachelor’s degree or equivalent professional experience.
• 5+ years’ experience in IT enduser / deskside support within an office or sitebased environment.
• Proven experience in supporting Executive level users, including 1-1 support.
• Experience coordinating with other IT teams (infrastructure/application) across multiple locations.
• Understanding and experience with ITSM tools/practices (incident, request, problem, change); knowledge and familiarity with ITIL practices.
• Pharmaceutical environment awareness, including data integrity, security compliance, and audit readiness.

Skills and Abilities

• Strong customer focus with ability to operate calmly in timecritical scenarios.
• Advanced troubleshooting across Windows endpoints, M365 collaboration tools, identity/access, printing, and endpoint security.
• Strong experience with Conferencing room tools, devices, software’s and related technologies.
• Knowledge of Active Directory / Entra ID, device management (Intune/SCCM), and networking fundamentals.
• Effective vendor management, communication, and stakeholder engagement skills.
• Organized, metricsdriven, and improvementoriented approach.

• Primarily onsite role (3-5 days per week) with local travel between sites as needed.
• Occasional off hour or weekend work for incidents, cutovers, or maintenance.
• Participation in on-call support rotation (as necessary).

The expected base pay range for this position is $77K - $107K. Please note that base pay offeredmay vary depending on factors including job-related knowledge, skills, and experience.

This position is eligible for a bonus in accordance with the terms of the applicable program. Bonuses are awarded at the Company’s discretion.

At Keenova, we believe that no one should be alone in their pursuit of better health. This purpose drives us as we pair quality therapeutics with human support-showing up in big moments and small to help patients find comfort and confidence.

We bring deep expertise and resolve to every therapeutic area we serve, including immunology, urology,men’s health, orthopedics, critical care, and pediatric endocrinology. We work with patients, care partners, and physicians to help them navigate healthcare system complexity and access therapies that make a meaningful difference.