Desktop Support (DWO/TOQIT Technician)(laboratory expert)

Desktop/End User Support

Melville, NY (On-Site)

Duration: 6 months +

Role purpose:

1. This role be responsible for building and supporting day to day operations of all laptops and desktops in an operational environment.
2. Become visible and provide IT support to the customer and provide guidance and support as needed.
3. Have solid understanding of working in a fast-paced environment, supporting onsite clients as well as home office users.
4. Off hour, Weekend and Holiday support for all operational assets and systems as needed.

Main responsibilities:

• Build, Configure, Deploy and Maintain PC's and Peripherals specific to business users, manufacturing, and lab purposes.
• Adhere to scheduled appointments for asset recovery collections and e-waste processes.
• Ability to troubleshoot (hardware, software and connectivity) incidents through to resolution
• Support Users Remotely utilizing teams, Bomgar or Remote desktop.
• Inventory control and asset management

Key Responsibilities

• 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.
• Supports, manages, optimizes and maintains the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares.
• Create build records. Ensure GDP standards, sign and send to lab teams.
• 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.
• Manage and maintain relevant SOPs and other documentation e.g., Knowledge Base articles following GxP, GmP and GDP practices.
• 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.
• Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Following litigation processes to ensure all equipment is quarantined properly.
• Provide guidance to clients and Support projects in progress in collaboration with other 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.
• Assist Lab personnel with remediation of machine and software accounts.
• Create automatic backups of lab images and account access logs
• Meet with vendors pre-implementation of new technology and ensure Client IT standards are met.
• Work with vendors on troubleshooting and implementation of lab devices.
• 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.
• Utilize COMAP to ensure only proper patching is sent to devices based off vendor and software needs.
• Other Ad Hoc Activities and Reporting as required• Update, review, and approve SOPs.
• Review and approve qualification documents.
• Coordinate and manage the deliverables of monthly maintenance events.
• Engage with Quality Control (QC) representatives to ensure solutions are delivered and maintained to meet business goals and end user needs.
• Support QC business by managing QC requests in a timely manner.
• Coordinate, prioritize, and manage the QCIT deliverables for new system implementation.
• Engage with Quality Control representatives to ensure solutions are delivered and maintained to meet business goals and end user needs.

Technical Skills:

• Solid knowledge of Windows, IOS or other computer operating systems
• Understanding of Office Suite and SharePoint Technologies
• Experienced in Service Now ticketing system
• Hands-on hardware troubleshooting experience
• Ability to read and understand technical manuals, procedural documentation and OEM guides
• Knowledge of Active Directory, SCCM or other User and Asset rights or deployment systems
• 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.
• Must have solid soft skills and be a good communicator.
• Must have valid license.
• Ability to lift 50lbs.

Preferred Qualifications:

Associate degree in an IT-related field or working experience

• At least 4 years of working experience in information technology. Excellent knowledge of English language (written and spoken).
• Strong knowledge of laboratory instruments and related software applications
• Experienced with troubleshooting and problem-solving
• Experienced with GxP compliance and Computer Systems Validation
• Working understanding of IT infrastructure and architecture. Knowledge of laboratory processes preferred