IT Support Specialist I\/II

About Us

We are a leading regenerative medicine company in the advanced and acute wound care space and are always looking for exceptional talent. Join a company where you will have an opportunity to grow professionally and personally and give strength to others by Empowering Healing. Our advanced wound care products are specially developed for the successful treatment of chronic and acute wounds. Our comprehensive portfolio of skin substitutes and other regenerative medicine products empower our patients with life-changing solutions. Our strength is giving others strength.

Learn more about Careers at Organogenesis

What You Will Achieve:

Organogenesis is seeking a motivated team member. The IT Tier 2 Support Specialist plays a crucial role in ensuring smooth operation and support for our organization's environment. This position involves a broad range of responsibilities including troubleshooting hardware and software issues, installing and configuring new hardware. The support specialist will be expected to work on issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service. This position is on-site Monday through Friday.

How You Will Achieve It:

• Provide Excellent Customer Support: Respond to phone calls and emails promptly with a friendly and professional attitude. Assist customers with inquiries about our supported software and computing platforms to ensure their issues are resolved efficiently.
• Continuous Learning and Problem-Solving: Demonstrate a proactive approach to resolving customer issues by staying updated with the latest industry trends and best practices. Utilize various resources and collaborate with IT team members to find comprehensive solutions.
• Setup and Maintain Workstations: Configure and upgrade workstations and laptops for Organogenesis employees. Install and support peripheral equipment as needed to enhance employee productivity.
• Onsite Support: Assist with onsite hardware or software issues that require physical presence.
• Support Remote Workforce: Assist remote employees with technical issues, ensuring they have the tools and resources needed to perform their roles effectively.
• Proactive Issue Prevention: Identify potential issues and recommend preventive measures to minimize downtime and optimize system performance. Forming part of the troubleshooting team for problems and major incidents.
• Track and Manage Support Requests: Utilize the Organogenesis Support Portal to log, track, and update the status of all support requests. Ensure timely resolution and follow-up to maintain high levels of customer satisfaction. Troubleshooting escalated incidents from the Tier 0/1 support team. Escalating incidents that cannot be resolved to the next level of support in line with SLAs.
• Collaborate on IT Projects: Work collaboratively with other IT team members on assigned projects to contribute to the overall improvement and development of IT services and infrastructure. Providing knowledge articles and technical articles for other support tiers.
• Database Entry: Be able to accurately enter and maintain an asset inventory database.
• Security Tools: Use security tools as needed to secure company owned hardware.

Requirements

What You Need to Achieve It:

• High School diploma or equivalency required. Associate degree or higher, preferred.
• Minimum of 3-5 years of related experience in a similar support role.
• Excellent verbal and written communication skills.
• Ability to handle working in a fast-paced environment with sometimes strict deadlines.
• Technical proficiency in the following: Windows 7/10/11, Active Directory, Azure portal, Office 365 portal, Endpoint Manager.
• Strong analytical, problem-solving, and conceptual skills, and the ability to own a technical task and work it to completion.
• Proven subject matter expertise in the relevant support area.
• Appropriate IT industry certifications.
• Strong troubleshooting and technical support experience.
• Ability to understand and resolve complicated technical issues.
• Ability to follow processes, procedures, and work instructions to ensure consistent customer experiences.
• Be able to lift at least 50lbs.
• Travel to different local locations near Canton, MA. area.

What can we offer you?

• 401k -- generous employer match with immediate vesting and financial planning resources
• Comprehensive Medical, Dental and Vision coverage options effective on day one of employment
• Flexible Spending Account (medical expenses or dependent care expenses) or Health Savings Account
• Company paid insurances including Short Term, Long Term and Life insurances as well as voluntary options
• Paid maternity leave and parental leave for all new parents
• Adoption benefits
• Education Assistance Policy - $5,000 per year for all employees
• Wellness Program including free trainings on mental health, mindfulness, stress reduction, on-site flu shots and more
• Employee Assistance Program
• Generous paid time off including vacation, floating holidays, sick days, and company holidays
• Free parking including an electric charging station (Canton and La Jolla)
• Discounts at BJs Wholesale, Dell, Sullivan Tire, and Sprint

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, genetic information or any other characteristic protected by law.