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At Bioventus, our business depends on developing our people. We invest in you and challenge you to be the best. We value our colleagues for their different perspectives and individual contributions, and our leaders listen. Our success rests on working together to achieve shared goals and rewards. Join a diverse team of global colleagues driven to help patients resume and enjoy active lives.

This position is responsible for providing first-level and second-level IT support and administration for Bioventus' customer-facing software. This role ensures that users have seamless experiences registering for portal access, connecting other users in the clinic to the portal, and accessing the available services within the portal. The ideal candidate is detail-oriented, customer-focused, and eager to grow within a dynamic IT environment. This position is also responsible for assisting with desktop and SaaS based application administration, support, and troubleshooting as opportunities present.Key Responsibilities:

• Serve as the first point of contact for customer software-related inquiries and issues.
• Monitor and manage support tickets, ensuring timely resolution or escalation.
• Assist in the configuration and maintenance of customer-facing software, including user access, permissions, and content updates.
• Collaborate with IT teams to troubleshoot and resolve technical issues affecting functionality.
• Provide training and documentation for end-users on features and best practices.
• Gather user feedback to identify opportunities for improvements. Maintain accurate records of support activities and system changes.
• Ensure compliance with IT policies, procedures, and security standards. Serve as an escalation point for IT Service Desk tickets according to priority, providing run and fix services at the local office.
• Provide local site support for users, conference rooms, printers, and other equipment. Escalate to vendors and other internal resources, when appropriate.
• Resolve software/hardware issues related to tablets, laptops, desktops, printers, and other end user peripherals.
• Work with internal clients, suppliers/contractors, project teams and other technical staff to support technical solutions.
• React to change productively and able to train users effectively on new technology.
• De-escalate conflict during difficult moments (service outages, dissatisfied users, etc.).
• Travel domestically or internationally to support global data centers, offices, and events.
• Hold oneself and others accountable to conduct business in a manner compliant with Bioventus' Code of Compliance and Ethics, policies and procedures and internal controls applicable to their role. Other duties as assigned.

Education and Experience (Knowledge, Skills & Abilities)

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience.)
• 1+ year of experience in IT support and customer service.
• Familiarity with web-based portals, ticketing systems, and basic troubleshooting techniques.
• Demonstrated communication skills to train others in computer software, and business applications and services; ability to communicate problems with supervisors as they become known.
• Ability to work independently and as part of a team.
• Ability to maintain confidentiality and meet deadlines.
• Detail-oriented with strong organizational skills.
• Experience with ITSM tools (e.g., ServiceNow, Jira).
• Familiar with Windows operating systems and Microsoft Office applications.
• Basic understanding of HTML, CSS, and web technologies.
• Knowledge of user access management (Active Directory) and authentication protocols SSO (Okta).

Are you the top talent we are looking for?

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Bioventus is committed to fostering an inclusive and diverse community of employees with a strong sense of belonging. We believe we are bettered by all forms of diversity and take pride in working with top talent from every walk of life. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, disability, gender, veteran status, gender expression, gender identity, nationality, race, religion or sexual orientation. All individuals, regardless of personal characteristics, are encouraged to apply.