IT Support Engineer II
20 hours ago
Morrisville
Legitimate TG Therapeutics job offers will only come from individuals whose email addresses end in @tgtxinc.com. TG Therapeutics only uses LinkedIn and our TG corporate website for job postings. TG Therapeutics does not use Flock or any other social media platforms other than LinkedIn. Organizational Overview: TG Therapeutics is a fully-integrated, commercial-stage, biopharmaceutical company focused on the acquisition, development, and commercialization of novel treatments for B-cell diseases. In addition to a research pipeline including several investigational medicines, TG has received approval from the United States Food and Drug Administration (FDA) for BRIUMVI (ublituximab-xiiy) in the US and European Commission. Position: As an IT Support Engineer II, you will be a core member of the corporate IT team, ensuring employees remain productive through timely, professional, and responsive support. You'll actively support employees across multiple channels, handling everything from technical troubleshooting to device builds, shipping, and receiving. You'll also keep meetings and office technology running smoothly and look for ways to improve how the IT Support Team operates as the company grows. This role is based in the Morrisville, NC office but expected to work from home or the office based on business needs. This role reports to the Associate Director, IT Service Management. Key Responsibilities: End-User Support • Serve as a primary point of contact for IT requests via ticketing, phone, email, chat, and in-person., • Deliver friendly, professional support that goes above and beyond while managing volume effectively and keeping response times sharp., • Triage and resolve Tier 1 and 2 issues related to Windows 11, macOS, iOS, Android, peripherals, locally installed applications, and SaaS applications such as Office 365 and Teams., • Process and manage service requests, ensuring timely fulfillment and clear communication with end users., • Escalate or route tickets to other departments as needed., • Ensure all incidents and service requests are documented in accordance with company standards., • Provide on-site meeting support, including setup, testing, and troubleshooting of conference room equipment (Teams Rooms, A/V systems, and other peripherals)., • Offer basic training to help users get the most out of hardware and software tools., • Participate in an early/after-hours and on-call rotation, providing support for urgent issues outside business hours, including weekends and holidays. Endpoint Management • Build and deploy laptops, iPads, conference phone systems, and peripheral devices in accordance with department standards., • Migrate workstations from older hardware to new hardware., • Handle shipping, receiving, and preparation of laptops, mobile devices, and peripherals to and from remote employees within set deadlines., • Perform routine maintenance tasks such as updates and patches in coordination with the appropriate IT team members. Administration & Security • Handle routine account tasks such as password resets, unlocks, and MFA setup., • Apply cybersecurity knowledge and best practices to daily support activities., • Handle sensitive and confidential situations and documentation with the highest level of integrity., • Assist with basic administration of SaaS applications and support mobile device management (MDM) solutions. Collaboration & Knowledge Sharing • Partner with senior team members on system rollouts, upgrades, and new technology initiatives (SaaS, IoT, etc.)., • Maintain thorough and accurate ticket documentation, including actions taken, approvals obtained, and procedures followed, ensuring transparency and audit-readiness., • Create user-friendly guides to support end users with common technical tasks., • Collaborate effectively and proactively with teammates across chat, email, and other communication channels to ensure timely follow-through and continuity of support., • Contribute to defining and refining IT processes and procedures., • Opportunity to expand responsibilities and grow with the team as the company evolves. Qualifications: • Minimum of 4 years in Tier 1 and 2 Help Desk experience utilizing multiple support channels (ticketing system, phone, email, chat, in-person)., • Experience supporting and troubleshooting Windows 11, macOS, iOS, and Android., • Experience building and deploying standard desktop images and migrating workstations., • Experience with basic SaaS application administration and mobile device management solutions., • Experience deploying and managing devices with Microsoft Intune is a plus., • Knowledge of cybersecurity principles and best practices., • Strong written and verbal communication skills, with the ability to support all levels of staff., • Ability to effectively prioritize support tickets while managing other time-sensitive tasks., • Strong attention to detail with a commitment to following established processes, documenting work thoroughly, and identifying opportunities for improvement., • Experience defining or refining IT processes and procedures is a plus., • Experience in a biotech or regulated environment (e.g., GxP computer systems) is preferred., • Experience working remotely and supporting a distributed workforce is strongly preferred. Education: • Bachelor’s degree in IT, Computer Science, Information Systems, or other field with equivalent practical experience., • CompTIA A+ Certification preferred. TG Therapeutics is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, disability, national origin, ancestry, genetic information, military or veteran status, pregnancy or pregnancy-related condition or any other protected characteristic.