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

User Provisioning & Access Management

• 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

Device Lifecycle & Mobility Management

• 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

IT Migrations & Transformation Initiatives

• 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.

Communication & User Enablement

• 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

Collaboration & Cross-Team Coordination

• 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

Service Improvement & Documentation

• 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

Hybrid

LI-AS1

The annual base compensation range for this role is $70,000 - $85,000 and is classified as hourly non-exempt* Base Compensation is influenced by many factors including, but not limited to: time in the role, previous experience, skills, knowledge, performance, work requirements, internal equity, and business / economic conditions.

As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.

Veloxis Pharmaceuticals is an Asahi-Kasei Group Company based in Cary, NC. Our purpose is to transform transplant medicine as the primary partner to the community of transplant healthcare providers and their patients; our focus is in developing new therapies and programs to help transplant healthcare providers and the patients they treat. Veloxis provides a dynamic and innovative place to work that encourages professional development and embraces diversity. We seek creative, intelligent, action-oriented, and passionate individuals who thrive in a collaborative team environment. If you are interested in being part of a patient-centric company, then we invite you to learn more about the employment opportunities available at Veloxis. Our success is tied to the contribution of every team member, which is why we provide a valuable and competitive compensation package that includes health and insurance benefits, training, and development opportunities, as well as performance-based bonus eligibility.

The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors, Material, Homes, and Health Care, contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment.