IT Support Technician

Job Description

Job Description

TITLE: Lab Specialty Support

Responsibilities:

● GxP support as needed, including deskside support, Instrument Validations, and other GxP related activities at Roche's discretion

● Provide and manage personnel and resources as identified above

● Install and configure customer related software and application needs

● Software & Specialized application and configuration support

● Application & Software patching and security updates

● Operating System support on both Mac & PC platforms

● Assist with and facilitate Hardware Break Fix support on both Mac PC Platforms while working closely with HLS Services for system repair needs, loaners, and hot swaps

● Reimage systems on both Mac PC Platforms as needed

● Inventory, catalog and manage systems qualifying for Tech Refresh

● Handle and facilitate Tech Refresh for qualifying systems while working closely with HLS Services for system related needs in support of Tech Refresh requirements

● Facilitate data migrations as related to Tech Refresh or as needed

● Coordinate with customers on related support needs

● General support of any types of tickets for gRED

● New system rollouts, troubleshooting and repair of any hardware or software issues in the labs.

● Rebuild and supply Windows laptops for the DevSci users who have Macs but can not do their required work for regulatory filings.

● Replace the old platter drives on many of the lab computers with SSD drives for better performance for a large number of systems as needed.

● Continue developing close relationships with the scientists related to any Windows projects.

● Provides hyper-care as needed for teams and lab equipment moving to supported buildings. This will ensure the customers receive the proper hand holding on the moving.

● IT Bar support at bldg86 for corporate and personal work systems.

● Maintain updates and supported notes on status, progress, and completion of customer related support needs through resolve

● Provides progress updates and reports as necessary related to support initiatives

● Provides related documentation as needed for the work requirements specific to Lab Support, including but not limited to Standard Operating Procedures (SOP) and Knowledge Base Articles

● Manages all aspects of resource needs for service requirements

● Manages all aspects of targets and goal dates for deliverables through completion

● Participate in related business and support meetings as necessary

● Adhere to and follow all critical and regulatory processes, Standard Operating Procedures (SOP) and Knowledge Base Articles to ensure GNE guidelines and policies are upheld

● Maintain and complete all assigned training requirements specific to the environment supported and in accordance to training plans set forth

● Escalate unresolvable issues in a timely manner and using proper protocols

● Adhere to all GMP and regulatory requirements within gRed & Lab environments, including but not limited to owning, processes and operating procedures.

About The Rockridge Group:

TRG is a privately held Limited Liability Company committed to connecting businesses with job seekers. We deliver high quality contingent personnel to our clients using our 3-step collaborative engagement model:
Collaborate. We partner with you to understand the unique needs of your business before we propose a solution.
Strategize. Based on your goals and staffing challenges, we develop high impact solutions designed for your industry.
Engage. We work with your team before, during, and after every engagement to deliver 100% satisfaction.
With over ten (10) years experience in the resource solutions sector, principals Greg Donner [link to bio] and Ronald Lom [link to bio] leverage the power of strategic partnership to create a powerful staffing model that improves your quality of hire.

Company Description

About The Rockridge Group:\r\n\r\nTRG is a privately held Limited Liability Company committed to connecting businesses with job seekers. We deliver high quality contingent personnel to our clients using our 3-step collaborative engagement model:\r\nCollaborate. We partner with you to understand the unique needs of your business before we propose a solution.\r\nStrategize. Based on your goals and staffing challenges, we develop high impact solutions designed for your industry.\r\nEngage. We work with your team before, during, and after every engagement to deliver 100% satisfaction.\r\nWith over ten (10) years experience in the resource solutions sector, principals Greg Donner [link to bio] and Ronald Lom [link to bio] leverage the power of strategic partnership to create a powerful staffing model that improves your quality of hire.