Job Summary: Under general supervision, the IT Support Specialist II provides initial technical support to Supernus users by performing a variety of basic and advanced technical troubleshooting duties. Provides quality technical assistance and support for incoming issues related to computer systems, hardware and software, phone system, and network printers. Will accurately identify user issues and respond accordingly. Troubleshoot problems and resolve or advise and escalate when appropriate. You will be part of a unique opportunity that will shape the future of IT at Supernus.

Essential Duties & Responsibilities:

• Serve as the first contact with end users who need technical assistance via phone, email, remote access, or in person by troubleshooting, diagnosing, and resolving technical hardware and/or software issues.
• Works to resolve user-submitted Help Desk tickets in the Help Desk ticketing system by communicating with the user and documenting resolution.
• Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
• Provide professional, courteous, prompt, and accurate support and solutions to users.
• Communicates, analyzes, and troubleshoots routine user problems and provides proper solutions or remedies.
• Establishes priorities on Help Desk tickets based on established guidelines and procedures.
• Updates Help Desk database information by maintaining technical documentation on the installation of software, configuration of hardware, and problem troubleshooting.
• Follows up and communicates ticket information to users when appropriate.
• Install, test, and configure personal computer devices, peripheral equipment, and software:
  • Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.
• Assists with desktop and laptop imagining and installation and the operations of enterprise systems as needed.
• Provide accurate information on IT products or services.
• Escalates issues to Help Desk Management as needed.
• Follows Help Desk and IT Department guidelines and operating procedures and adheres to established IT security policies and procedures.
• Assists other IT staff as needed.

Supervisory Responsibilities:

• N/A

Knowledge & Other Qualifications:

• Bachelor's degree with 4+ years of relevant experience in a Help Desk environment.
• Experience supporting and maintaining Microsoft Windows 10/11 and Windows compatible applications.
• Hands-on experience with incidents and requests ticketing system.
• Knowledge of core technologies including but not limited to Active Directory, Windows 10/11, Office365, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.
• Hands-on experience setting up and troubleshooting mobile devices.
• Experience with End Point Client Security software.
• Proficient in the English language (speaking, writing, and comprehending).
• Ability to follow standard Help Desk procedures.

Other Characteristics:

• Ability to work independently and as part of a team and maintain high ethical standards of integrity and quality.
• Good analytical thinker who possesses complex problem-solving skills that can visualize solutions and is capable of an innovative and dynamic approach to work.
• Ability to understand business objectives and focus to deliver success.
• Customer-oriented with patience in assisting users and proactive in troubleshooting and problem resolution.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources, it is vital you keep up to speed with the latest in technical developments as the industry changes so fast.
• Ability to work with all levels of staff within and outside of IT and outside the organization.
• Dependable, reliable, and flexible, when necessary, with excellent time management skills.
• Maintain high ethical standards regarding data integrity and data security.
• Good communication skills being able to communicate via various methods including electronic, in person, or via telephone.
• Ability to consistently exhibit Supernus Values in interactions with employees at all levels of the organization, vendors, and others.
• Capable of performing other duties and responsibilities as assigned or directed by Management.
• Authorized to legally work in the United States without visa sponsorship.

Physical Requirements/Work Environment/Travel Requirements:

• Able to communicate via various methods including electronic, in person, or via telephone.
• Candidate should be comfortable moving throughout a five-floor, two-connected building complex.
• Position may require prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, and bending; the ability to push, pull, drag, and/or lift to 35 pounds; normal manual dexterity and hand/eye coordination; repetitive hand movement using a computer keyboard and mouse.
• The worker is not substantially exposed to adverse environmental conditions.

Supernus Pharmaceuticals is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age or any other characteristic protected by law.