IT Support Technician - Remote

1. About Our Client:The organization operates in the radiopharmaceutical sector in North America, providing diagnostic and therapeutic radiopharmaceuticals that impact patient care. It functions as a radiopharmacy, Contract Development and Manufacturing Organization (CDMO), and radiotherapeutic drug company. Operating within a highly regulated healthcare environment, the organization emphasizes operational reliability, compliance, uptime, and technical precision. Its IT department supports manufacturing, quality, operations, and corporate functions across the enterprise.2. About the Opportunity:The IT Support Technician is a senior Service Desk role responsible for supporting mission-critical operations in a regulated healthcare setting. The position manages and resolves complex Level 2–3 service desk issues, acts as an escalation point, and contributes to AI-driven process improvements and automation initiatives. This role ensures IT services effectively support the organization’s operational and compliance requirements.3. Responsibilities:• Manage and resolve Level 2–3 service desk tickets across North America.• Serve as escalation for complex, multi-layer incidents and conduct root cause investigations.• Troubleshoot issues related to Windows 10/11, macOS, identity, network, endpoint, and enterprise applications.• Administer Microsoft 365 services including SharePoint, Teams, Exchange, and OneDrive.• Manage identity systems such as Active Directory, Entra ID, and Okta.• Prepare and configure laptops and desktops for new hires, repairs, replacements, and upgrades.• Oversee endpoint lifecycle and compliance using Intune and mobile device management solutions.• Participate in a 24/7 after-hours and weekend on-call rotation.• Identify and implement improvements in request handling, incident resolution, and knowledge base efficiency using AI.• Support development of automation and reporting tools through Power Apps, Power Automate, Power BI, ChatGPT (OpenAI), and Microsoft Copilot.• Travel to organization sites across North America as required.4. Requirements:• Minimum 7 years of progressive enterprise IT Service Desk or End-User Computing experience.• Proven Level 2–3 troubleshooting skills in complex environments.• Strong Microsoft 365 and SharePoint administration experience.• Hands-on experience with Intune and endpoint lifecycle management.• Experience with Active Directory, Entra ID, and Okta.• Experience with Power Apps, Power Automate, and Power BI development or support.• Practical knowledge of enterprise AI platforms such as ChatGPT (OpenAI) and Microsoft Copilot.• Ability to clearly communicate technical and AI concepts to non-technical stakeholders.• Strong time management skills and ability to work independently.5. Pay Range and Compensation Package:• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.6. Benefits & Perks:• 401(k) retirement benefit program• Medical insurance• Dental care• Disability insurance• Employee assistance program• Life insurance• Paid time off• Vision careEqual Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.