IT Support Specialist

Cosette Pharmaceuticals, Inc. is a US-based, fully integrated pharmaceutical company with capabilities in product development, manufacturing, and commercial operations. Cosette has a fast-growing portfolio of branded pharmaceuticals consisting of products in the cardiology, women's health, and migraine markets. Cosette has a long history in quality manufacturing of complex dosage forms including topical creams, ointments, oral liquids/solutions and suppositories, which has led to consistent supply to customers and commercialization success. Cosette has corporate and manufacturing facilities in New Jersey and North Carolina and is supported by more than 300 dedicated employees across all functional areas.

Innovating every day.

SUMMARY

Reporting directly to the Senior Manager, Network Administration, the IT Support Specialist is responsible for providing technical support to end users across the organization, with primary responsibility for delivering high-touch, white-glove support to the Senior Leadership Team (SLT). This role serves as the primary point of contact for executive technology needs, ensuring timely resolution of issues while maintaining a high level of professionalism, responsiveness, and customer service.

The IT Support Specialist provides support for a wide range of technologies, including desktop and laptop computers, mobile devices, Microsoft 365 applications, conference room and audio/visual systems, printers, remote connectivity, and other end-user technologies. Executive support requests are the highest priority and require prompt response to minimize business disruption.

As part of the IT Service Desk organization, this role combines exceptional end-user support with a high-touch, white-glove service model for the Senior Leadership Team. The IT Support Specialist is expected to maintain accurate documentation of all work performed, follow established IT support processes, and collaborate with other IT teams to deliver consistent, reliable technology services across the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Serve as the primary IT support resource for the Senior Leadership Team (SLT), delivering responsive, high-touch, white-glove technical support.
2. Build trusted relationships with executive leadership through professional, responsive, and proactive service.
3. Respond to, troubleshoot, and resolve hardware, software, operating system, application, networking, mobile device, printing, audio/visual, conference room, and peripheral-related issues.
4. Provide technical support for laptops, desktops, mobile devices, Microsoft 365 applications, Microsoft Teams, Outlook, printers, conference room technology, remote connectivity, and other end-user technologies.
5. Coordinate and support executive meetings, board meetings, town halls, and other high-visibility events by ensuring all technology is fully operational.
6. Proactively identify and resolve technology issues that may impact executive productivity.
7. Document all incidents, service requests, and work performed within the IT Service Management platform, including requests received directly from executive leadership.
8. Manage and prioritize support requests in accordance with departmental priorities and service level expectations.
9. Coordinate with other IT teams and vendors to ensure timely resolution of technical issues.
10. Maintain accurate technical documentation, knowledge base articles, and support procedures.
11. Maintain the highest level of professionalism, discretion, confidentiality, and customer service while supporting executive leadership.

SECONDARY RESPONSIBILITIES

* Completion of software assessments and recommendations.
* Full participation in goal and objective setting and review process.
* Manage end user expectations by providing regular status updates regarding support and development initiatives.
* Identifies and escalates issues or barriers to management as appropriate.
* Assist the IT Help Desk in resolving service tickets.

CORE COMPETENCIES

* Exceptional customer service and interpersonal skills.
* Professional executive presence.
* Ability to remain calm under pressure.
* Excellent verbal and written communication.
* Strong troubleshooting skills across Microsoft technologies.
* Advanced knowledge of Microsoft 365.
* Experience supporting Apple iOS devices.
* Experience supporting conference room technology and AV systems.
* Strong organizational and time management skills.
* Ability to manage multiple high-priority requests simultaneously.
* High degree of discretion and confidentiality.
* Self-starter capable of working independently with minimal supervision.
* Willingness and ability to stay current with emerging network technologies, trends, and best practices.
* Experience in developing and delivering training programs to enhance team skills and knowledge.
* Ability to balance performance, reliability, and cost considerations in network design and implementation.

EDUCATION and EXPERIENCE

* 10+ years supporting executive leadership in a corporate environment.
* Experience providing white-glove support to C-Level executives preferred.
* Strong experience supporting Microsoft 365, Windows 11, Microsoft Teams, Outlook, and mobile devices.
* Experience with conference room technologies and hybrid meeting platforms.
* Experience with Microsoft Intune, Entra ID, Active Directory, and endpoint management preferred.
* Bachelor's degree or equivalent experience.
* Domestic travel may be required.
* Occasional non-traditional work hours.

Salary Range
The expected base salary for this NJ based position is $85,000 - $130,000. In addition, you may be eligible for a discretionary bonus if you are an active employee on the payment date.

Benefits
Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, health saving account, employee assistance program, tuition reimbursement program, parental leave, wellness program, paid time off, volunteer time, and holidays.

Physical requirements
This role will follow a hybrid work schedule, requiring three (3) onsite days per week at our Bridgewater, NJ office.

Equal Opportunity Employment

Providing "equal employment opportunity" is one of the most important people policies of Cosette Pharmaceuticals, Inc. Our goal is to do all that we realistically can to provide genuine equal employment opportunity to applicants and employees in all phases of our operation. It is the policy of this Company that there shall be no discrimination with respect to employment, or any of the terms and conditions of employment, because of an individual's race, creed, religion, color, national origin, citizenship, ancestry, age, gender identity or expression, affectional or sexual orientation, marital status, domestic partnership, familial status, atypical hereditary cellular or blood trait, disability (including AIDS and HIV infection), genetic information, liability for service in the United States armed forces or any other legally protected status. The Company is dedicated to ensuring that all employment decisions are in accordance with these principles of equal employment opportunity.