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IT Support Specialist

All Openings | Research Triangle Park, NC | Full Time

Job Description

Humacyte, Inc., a biotechnology pioneer, discovers, develops and delivers innovative, award winning human biotherapies.  We are currently developing multiple vascular tissue engineered therapies and expanding our business model.  With a broad pipeline of potential new therapy applications, we continue to build our organization and scientific teams.  We are looking for additional colleagues to continue to build our expanding team.

Candidates will be expected to work both independently and collaboratively as part of the Humacyte organization. Applicants must be highly self-motivated, with solid communication skills, and demonstrates the ability to work in a team environment and lead other professionals and peers.

Position Background:

The Information Technology Support Specialist is responsible for administering and supporting our corporate systems and infrastructure. You will process service desk requests and incidents as well as help to maintain local and wide area infrastructure including servers, network operating systems, applications and connected hardware and peripherals. They will participate in departmental and cross-departmental projects to contribute to implementation and operational decisions and tasks.

Primary Responsibilities:

  • Act as point of contact for phone calls and emails from staff regarding IT issues
  • Provide accurate, timely, and effective solutions for end-user computer problems to ensure end-user productivity.
  • Research, resolve and respond to incidents and requests regarding end-user devices, (e.g. workstations, printers, etc.) along with ancillary support for application issues
  • Use systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the appropriate technical expert
  • Communicate issues effectively to end users, technical experts, and management
  • Maintain regular communication with the end user customer until the project/problem/task is brought to resolution
  • Respond to routine questions about usability and functionality of hardware and applications and provide basic education and training to customers, as necessary
  • Maintain accurate information and data regarding end-user issues within the tracking system
  • Update asset management system to correctly record the life cycle and status of desktop hardware, peripherals, and software
  • Setup laptops and peripherals and install all necessary software for new users
  • Test and ensure applications are correctly installed and configured on workstations
  • Maintain accurate documentation of all procedures regarding end-user device support and operations
  • Install, configure, test, maintain and troubleshoot customer workstations and related hardware and software in a non-intrusive manner
  • Perform analysis and diagnosis of complex problems for customers and recommend and implement corrective solutions
  • Maintain phone system, including user provisioning and VoIP configuration and troubleshooting
  • Support users in use of AV and video conferencing equipment
  • Consult with customers to assist in obtaining hardware, software, and services and assist the customer in obtaining the training necessary to use the product(s)
  • Maintain tact and composure in stressful situations; communicate effectively and work cooperatively with other staff members and customers of technical services; and establish and maintain effective working relationships with management, team members, other staff, and customers
  • Other duties, as assigned

General Competencies:

  • Possess a positive attitude and optimistic outlook
  • Strong ability to work in a fast-paced team environment with fluctuating priorities, and collaborate effectively with others
  • Excellent organizational and time management skills with ability to set own priorities in a timely manner
  • High degree of flexibility and adaptability
  • Strong communication (verbal and written) and organizational skills
  • Basic computer skills required, such as knowledge of MS Word, Excel, PowerPoint, and Outlook
  • Detail-oriented, self-motivated and scientifically driven
  • Motivated and organized critical thinker with solid interpersonal and communication skills
  • Strong analytical and problem-solving skills
  • Demonstrated ability to work in a cross functional team
  • Routinely communicate findings and information to other team members; transparency and knowledge sharing is expected and practiced
  • Must be able to work as needed to meet tight deadlines and at peak periods

Special Competencies:

  • Microsoft 365 Troubleshooting Skills
  • Mac experience, a plus
  • Outstanding communication skills, both written and verbal in English, with the ability to create rapport with clients, delivering a high level of customer service. The ability to communicate effectively face to face and in writing with people at various levels in an organization
  • Strong customer service focus and interpersonal skills is a must

QUALIFICATIONS:

  • A Minimum of an Associate’s Degree in computer information technology, computer technology Integration, networking technology, or related curriculum is required
  • 3-5 years’ experience in IT Support in a professional environment, configuring and supporting computer hardware, printers, software, network connectivity and operating systems, and interacting with internal/external customers
  • A+ or other certifications, a plus

Perks:

  • Stock Options
  • 401k Plan with Matching
  • Medical, Vision and Dental Plans
  • Long Term/Short Term Disability
  • Life Insurance
  • 23 Days Paid Time Off (PTO)
  • 11 Paid Holidays
  • Paid Parental Leave Policies

**Please note, Humacyte does not provide sponsorship at this time.**