IT Lab support

IT Lab Support
Indianapolis, USA
Open Ended/Long Term

Ideal Candidate will have the following Lab Support Experience:

• Understand and follow GxP, GmP and GDP Practices.
• Ensure all quality standards are met to comply with FDA, EMA and CDC standards.
• End User Support Experience

Role purpose:

1. This role be responsible for building and supporting day to day operations of all laptops and desktops.
2. Become visible and provide IT support to the customer and provide guidance and support as needed.
3. Ongoing support who will monitor queue for Incidents, Requests, ensuring SLA's are maintained.
4. Responsible for maintenance of desktop/peripheral computing environment.
5. Have solid understanding of working in a fast paced environment, supporting onsite clients as well as home office users.
6. Must have solid soft skills and be a good communicator.
7. Must have valid license, along with the ability to lift 50lbs.
8. Track all incoming/outgoing activities via client's asset management system. Maintain Excel/SharePoint Trackers on all equipment, as well as in client's asset management system.
9. Experienced in Service Now ticketing system

Main responsibilities:

• Build and Deploy Win7/Win10 machines with attention to deployment details to ensure positive End User Experience (EUX)
• Installation, monitoring and service of the desktop hardware, software and peripherals
• Ability to troubleshoot (hardware, software and connectivity) incidents through to resolution
• Remote Users Support
• Schedule, build, deploy, recover PC assets according to global Client guidelines and adhere to scheduled appointments for asset recovery collections follow Pharma Kroll process and eWaste processes.
• Inventory control and asset management

Key Responsibilities

• Supports, manages, optimizes and maintains the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares.
• Manage and maintain relevant SOPs and other documentation e.g., Knowledge Base articles
• Develop and maintain service operations manual documentation. Develop and maintain work instructions to complete operational checklists and work orders.
• Analyze Client Service calls for desktop devices and incident data to identify and advise Client of any potential user-training requirement and automation and to drive continuous service improvements.
• Experience working in a team-oriented, collaborative environment with strong customer-service orientation.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Some asset management responsibilities.
• Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Following pharma litigation processes to ensure all equipment is quarantined properly.
• Provide guidance to clients and Support projects in progress in collaboration with other NBS IT organizations. Interface and collaborate with other teams for issue resolutions.
• Clean and prepare all hardware for reuse, which includes, running diagnostics and submitting OEM tickets for repair.
• Good written and oral communication skills with clients and management as well as people skills.
• Other Ad Hoc Activities and Reporting as required

Technical Skills:

• Solid knowledge of Windows (version 10 preferred)
• Full Microsoft Office Suite and Operating Systems: Win7 and Win10. Word, Excel, Skype, Outlook Calendar, scheduling and SharePoint
• Hands-on hardware troubleshooting experience
• Ability to read and understand technical manuals, procedural documentation and OEM guides
• Knowledge of Active Directory for computer configuration e.g., WebSM
• Good understanding of Skype, VPN and mobile device support
• Knowledge of IMAC, SLA's and Asset management, ITIL
• General understanding of network infrastructure of DNS, Proxy servers and firewalls
• Basic knowledge of LAN/WAN setups and concepts
• Knowledge of software distribution, patching and imaging technologies desirable
• Understand and follow GxP, GmP and GDP Practices.
• Assist Lab personnel with remediation of machine and software accounts.
• Create automatic backups of lab images and account access logs
• Work with vendors on troubleshooting and implementation of lab devices.
• Meet with vendors pre-implementation of new technology and ensure Client IT standards are met.
• Create build records. Ensure GDP standards, sign and send to lab teams.
• Perform IQ and OQ activities where needed.
• Ensure all quality standards are met to comply with FDA, EMA and CDC standards.
• Use knowledge of technology to implement new automation and quality of life for lab personnel.
• Ensure priority based off of study urgency.
• Utilize COMAP to ensure only proper patching is sent to devices based off vendor and software needs.

Preferred Qualifications:
Associate's degree in an IT-related field
A minimum of 2 year experience providing end-user support for PC desktop and application software and installing, upgrading, troubleshooting and repairing personal computers in a network environment.