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Job opening Charlotte

IT Support Technician II, Charlotte, USA

03 January 2019


Biotage is a global technology-based company that offers a broad range of instrumentation, consumable products, and technical expertise in the areas of Analytical Sample Preparation and Synthetic Organic Chemistry. Customers include research scientists at pharmaceutical and biotech companies, food and agriculture, personal care, fine chemical companies and scientists at major academic and government life science research center.


We are seeking an IT Support Technician II to provide hands-on IT support for on-site and remote services users. Primary responsibilities are for North America with secondary responsibilities supporting the overall global business. This position will be based out of the Biotage facility in Charlotte, NC and will report to the IT Manager for the US operations.

The technician is responsible for managing assigned or escalated Incidents and Requests within an automated ticketing system, as well as fulfillment of any defined Service Catalog offerings such as performing elements of Change Management (IMAC – Implementations, Moves, Additions and Changes), Asset Management, Procurement, Configuration and Deployment, and Problem identification and escalation.

  • Provides technical support, planning and coordination for End User Devices (Desktop/Laptop, Mobile Devices, Printers/MFP, peripherals, etc.), systems and applications: Software and hardware installations, Lifecycle refreshes, troubleshooting of hardware, software and system issues.
  • Performs analysis, diagnosis, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems.
  • Performs analysis, diagnosis, coordination and planning of computer Installations, Moves, Adds, Changes, decommissions and repairs both in and out of warranty.
  • Ability to follow detailed task sequences and processes, both working independently and with various teams in fulfilling business IT needs. Ability to follow and comprehend technical support documentation, guidelines, knowledgebase articles and workflows.
  • Provides technical input to the global IT team in adjusting and adapting processes, workflows, knowledgebase articles and selecting and utilizing appropriate tools and techniques to further timely service delivery.
  • Works independently with minimal direct supervision in analysis and implementation of desktop solutions to fulfill multiple business unit IT requirements.
  • Ability to troubleshoot and resolve in a timely manner, any IT issues that may occur.
  • Ability to positively interact with internal and external customers on a day-to-day basis.
  • Possess a high level of enthusiasm in supporting the business.
  • Ability to travel for extended periods; typically, up to a week but the potential for longer travel periods does exist.


  • Bachelor’s degree in computer science or IT related environment.
  • Excellent verbal and written communication skills.
  • Ability to manage time effectively, be a self-starter, be creative and have strong organizational skills.
  • Able to work in a fast-paced, self-directed environment with shifting priorities.
  • Proficient computer skills including MS Word, PowerPoint, Excel, Outlook and CRM software (
  • Ability to work within a team.
  • Exceptional internal customer service, presentation and interpersonal skills.

Biotage welcomes ideas and the changes they bring; we treat each other with dignity and respect. Come join our dedicated, friendly team and enjoy competitive wages and superb benefits. Interested candidates should click here to apply.

Biotage is committed to providing equal opportunity to all employees and applicants for employment in accordance with all applicable laws, directives, and regulations of Federal, State, and local governing bodies and agencies.