IT Support Engineer

We are seeking an experienced IT Support Engineer to provide hands-on technical support, end-user computing services, and workplace technology consulting within a professional, highly regulated environment. This position combines desktop and mobile device support, IT operations, project support, and end-user consulting. The ideal candidate has strong troubleshooting skills, excellent customer service abilities, and experience supporting users both onsite and remotely.

The role will also support specialized environments, including laboratory, R&D, and GxP-regulated spaces, and will work closely with business users to identify opportunities to improve productivity through technology.

Technical Support & IT Operations

• Manage day-to-day IT support activities at the site, working independently within established IT policies and procedures.

• Provide Level 2 technical support for desktops, laptops, mobile devices, peripherals, applications, and other end-user technologies.

• Deliver both onsite and remote support to resolve hardware, software, connectivity, and system-related issues.

• Support users working within specialized environments, including laboratories, R&D areas, and GxP-regulated spaces.

• Take ownership of incidents from initial troubleshooting through resolution, acting quickly to restore user productivity.

• Troubleshoot issues involving end-user devices, applications, network connectivity, and related IT infrastructure.

• Install, configure, maintain, and troubleshoot PCs, laptops, mobile devices, and peripheral equipment.

Digital Workplace Consulting

• Serve as a technical resource for business users and provide guidance on available workplace technology and tools.

• Explain complex technical concepts to non-technical users in a clear and easy-to-understand manner.

• Partner with specific business groups to understand their workflows and determine how existing technology can better support their needs.

• Proactively engage with business functions to understand processes and recommend technology solutions that can improve efficiency and productivity.

• Provide a high level of customer service while building strong relationships with end users and business stakeholders.

Project Support

• Assist with technology projects involving mobile devices, IT applications, end-user computing, and workplace hardware.

• Coordinate with project teams and technical stakeholders to support successful implementations and technology rollouts.

• Provide clear and timely status updates to project leaders.

• Assist with testing, deployment, troubleshooting, and end-user adoption of new technologies as needed.

• Minimum 2 years of desktop support experience supporting PCs, laptops, peripherals, and enduser technology.

• Minimum 2 years of onsite and remote IT support experience.

• Minimum 2 years of experience supporting mobile devices, with Apple/iOS device support strongly preferred.

• Strong troubleshooting skills across hardware, software, applications, connectivity, and end-user computing environments.

• Working knowledge of ITIL v3 processes and IT service delivery practices.

• Proficiency with Microsoft Office, including Word, Excel, and PowerPoint.

• Strong customer service and organizational skills.

• Excellent written and verbal communication skills.

• Strong time-management skills with the ability to prioritize multiple support requests and responsibilities.

• Ability to work independently while collaborating effectively with technical teams and business users.

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.

• Valid driver’s license required.

• Ability to lift up to 50 pounds.

Preferred Experience

• Experience providing IT support within a healthcare, laboratory, pharmaceutical, life sciences, or similarly regulated environment.

• Experience supporting users within GxP, laboratory, or R&D environments.

• Familiarity with enterprise IT service management and incident-management processes.

• Experience participating in technology deployments, migrations, or end-user computing projects.

• Experience supporting Apple mobile devices and enterprise mobility solutions.

Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Pay Disclaimer:

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Pay: $20.00 - $25.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance