Job Description

Summary: Provides technical support and customer service to employees experiencing hardware, software, and network-related issues. This role is responsible for diagnosing and resolving technical problems, maintaining system functionality, and ensuring that users receive prompt and professional assistance.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for technical assistance requests via phone, email, or ticketing system.
• Provide Tier 1 and Tier 2 support for hardware, software, and network issues across manufacturing, laboratory, and office environments.
• Escalate complex issues to higher-level IT staff when necessary and follow up to ensure resolution.
• Maintain accurate records of support requests, actions taken, and resolutions in the help desk system.
• Troubleshoot and resolve user access issues, application errors, and device connectivity problems while ensuring compliance with change control procedures.
• Support GMP-compliant systems by following validated procedures and maintaining proper documentation for all support activities.
• Manage user accounts, permissions, and access controls in accordance with company security policies and data integrity requirements.
• Install, configure, and maintain IT assets (computers, peripherals, printers, scanners) used in both GMP and non-GMP areas.
• Ensure proper handling and documentation of any changes or system updates in compliance with IT SOPs and change management policies.
• Work with Quality Assurance (QA) to ensure IT processes and documentation meet audit and validation standards.
• Maintain the IT asset inventory, software license tracking, and support audit readiness activities.
• Support end users with Microsoft 365, ERP, LIMS, and other validated business applications.
• Participate in IT projects related to system upgrades, validation, and infrastructure improvements.
• Promote adherence to data integrity, security, and confidentiality policies in all IT operations.
• Perform other duties as assigned or required.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Selfmotivated, with excellent customer service skills.
• Strong technical knowledge of Windows OS, Microsoft 365.
• Knowledge of remote support tools
• Understanding of IT security best practices and MFA technologies.
• Ability to manage multiple priorities and work independently.
• Strong analytical and problem-solving skills.
• Strong written and verbal communication skills with outstanding attention to detail.
• Ability to write clear and concise documentation and notes.
• Ability to work in a fast-paced environment and meet aggressive deadlines while focusing on quality, compliance, and attention to detail.
• Ability to occasionally work evenings and weekends and being available 24 hours a day to address any emergency outages.
• Occasional travel between office locations may be required.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Associate degree with one to two years related experience and/or training; or equivalent combination of education, certification, and experience.

Other Skills and Abilities

• Able to maintain regular and predictable attendance.
• Able to establish and maintain effective relationships with those contacted within the line of work.
• Needs to be prepared for international travel as needed.

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