Senior Support Specialist

Department: Digital Information Services “IT” (DIS)

Reports To: DIS Support Service Lead

Location: Bethlehem, PA (On-site)

Travel: Occasional travel to other US sites may be required for project support or coverage

Position Summary

The Senior Support Specialist is a hands-on, senior-level individual contributor role based at the company’s US headquarters in Bethlehem, PA. This role is responsible for delivering high-quality end-user support primarily at Bethlehem, while also supporting all other US sites as needed. The position requires a polished, professional approach and the ability to support users at all levels of the organization. The role operates as part of a broader global Digital Information Services organization and is expected to align with global DIS standards, tools, and practices established by the worldwide DIS leadership team. This position reports to the US DIS Support Services Lead and works closely with the US DIS Infrastructure Administrator for technical escalations.

Key Responsibilities

On-Site Support & Service Delivery

• Serve as the primary on-site DIS point of contact at the Bethlehem headquarters, while providing support to all US sites as needed.
• Deliver Tier 1 and 2 end-user support, resolving issues efficiently, professionally, and with a sense of urgency.
• Manage and resolve service tickets in the ITSM platform in accordance with SLAs, escalating to the US DIS Infrastructure Administrator or US DIS Support Services Lead as appropriate.
• Maintain high visibility and responsiveness on-site
• Support onboarding and offboarding processes for employees at Bethlehem and across other US sites as needed.

Technical & Local Equipment Support

• Manage and support endpoint devices, Microsoft 365 (M365), Azure AD / Entra ID, and endpoint security tools for users at Bethlehem and across other US sites as needed.
• Provide occasional hands-on support for local site equipment including switching, wireless, and firewall configurations, escalating to the US DIS Infrastructure Administrator for complex issues.
• Coordinate with the datacenter partner on server-related issues and escalations as needed.

Global DIS Alignment & Collaboration

• Operate in alignment with global DIS standards, policies, and procedures established by worldwide DIS leadership.
• Work within the service delivery framework established by the US DIS Support Services Lead.
• Contribute to knowledge base articles, SOPs, and documentation to support consistency across US and global DIS teams.
• Other duties as assigned.

Required Skills & Experience

• 3+ years in an IT support or end-user support role, with demonstrated experience supporting users at all levels of an organization, including senior leadership, in a professional environment.
• 3+ years with Microsoft 365 (M365) and Azure AD / Entra ID administration.
• 1+ years experience working in a helpdesk environment, triaging and managing incoming ticket requests and maintaining SLA requirements.
• Ability to work independently and with a remote team.
• Proficiency in prioritizing tasks and duties, maintaining support standards, and communicating effectively with local and global teams.
• Strong communication skills — able to translate technical issues into plain language for non-technical users at all levels.
• Strong documentation habits and a process-oriented mindset.

Preferred Qualifications

• Experience supporting manufacturing or regulated industry environments (medical device experience a plus).
• Experience with enterprise networking, SD-WAN, and next-generation firewall technologies.
• Experience with endpoint security platforms.
• Experience with ERP systems.
• Experience working within a hybrid-remote organization with internationally distributed leadership.

Education & Certifications

• Bachelor’s degree in Information Systems, Computer Science, or a related field (or equivalent experience).
• Preferred: CompTIA Network+, Microsoft MS-102 (Microsoft 365 Administrator), AZ-104 (Azure Administrator), or ITIL Foundation.