NextPhase Medical Devices LLC is a fast-growing, engineering design and contract manufacturer of single-use and electromechanical medical devices, with facilities in Rochester, NH, Mansfield, MA, and Tijuana, Mexico.

Based in either our Rochester, NH facility, the Helpdesk Support Specialist will be responsible for providing fast and effective helpdesk support to our internal business users. This position is responsible for the proper prioritization of assigned tickets and tasks and requires 1-2 years of experience in the IT industry with a focus on system administration, specifically with ERP systems, and other business systems in the manufacturing industry.


  • Provide first-level contact and deliver IT issue resolutions.
  • Properly escalate unresolved queries and critical issues to the next level of support.
  • Track, route, and redirect problems to correct resources.
  • Update customer data and produce activity reports.
  • Walk customers through problem-solving processes.
  • Assist with employee on/off boarding.
  • Deploy IT equipment as necessary.
  • Provide IT support following the NIST Framework and cybersecurity best practices.

Other Responsibilities:

  • Project and other task assignments based on IT activities.
  • Participate in maintaining and improving our ITIL-based practices.
  • Contribute to our cybersecurity efforts and protocols.

 Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Skills, Knowledge, and Experience:

  • 1-2 years of experience in IT support or related field.
  • Ability to diagnose and resolve basic technical issues.
  • Experience with ERP systems and other business systems in the manufacturing industry.
  • Excellent communication, written, and oral skills
  • Familiarity with ITIL fundamentals.
  • Awareness of cybersecurity best practices.
  • Excellent problem-solving and communication skills.
  • Able to assist in cleanroom environment as necessary.
  • Knowledge of DelmiaWorks IQMS (preferred).
  • ITIL Certification and experience (preferred).

Education, Certification, and Experience:

  • Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.

Physical Demands:

  • This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
  • Must be able to sit, walk, or stand for extended periods of time.

On-site/Remote Attendance:

  • This position requires 100% on-site attendance