IT Technician II

For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we'll help you build a career that you can feel passionate about.

Job Overview

We are seeking an IT Technician II for our Information Technology Team located in Mattawan, MI.

Ensure IT performance issues are addressed efficiently and effectively to meet service level agreements. In this role you must be able to work as part of a team and/or individually. Excellent communication skills and problem-solving abilities are essential. Resolve moderately complex issues with the desktop computing hardware and software environment. Provide technical guidance to less experienced team members. Work with minimal supervision.

The pay for this position is $28/hr USD. Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.

Job Description

Provides quality customer support to end users. Provides technical support for personal computers and peripherals. Installs, troubleshoots, services, and repairs personal computers including software, hardware and peripheral devices such as printers, monitors, etc. Connects personal computers and to existing data networks. Monitors assigned queues and responds to service desk tickets, and enters relevant fix information to be used for root cause analysis; appropriately hands off tickets to Level 3 (applications or infrastructure experts) as required. Maintains trouble logs, including wireless, VPN, and Hotspot connections. Instructs users in the basic usage of personal computers. Investigates information, network, and communications needs of users and makes recommendations regarding software and hardware purchases. Makes recommendations for the continuous improvement of IT processes and systems for the betterment of the user experience / elimination of core issues. Performs voice over internet protocol, and network software configuration, desktop engineering including, Windows OS, Mac OS, etc.

• Set-up, deliver, and install personal computers (PCs), laptops and related hardware. Upgrade, install and test software and hardware. Disposition of old equipment.
• Provide in-house assistance to all users on PC basics, back-up techniques, and anti-virus software.
• Restore services quickly through investigation and resolution of moderately complex problem, issues related to the desktop computing hardware and software. environment. Produce and maintain technical information, IT standards, service policies, and request forms both online and in print formats to contribute to a managed workplace.
• Answer moderately complex questions and resolve end-user computer and networking problems to ensure end user productivity.
• Support Apple iPhone to provide for integration with the enterprise IT environment.
• Perform restorative and maintenance actions either remotely or at the end user's location to resolve.
• problems, using routine and advanced troubleshooting and technical skills.
• Provide technical assistance on enterprise e-mail system to assist new and existing users at all locations.
• Consult with IT management and staff regarding unusual or unforeseen PC and equipment problems.
• Diagnose IT performance issues reported by either users or monitoring systems.
• Maintain accurate information in ticketing system to allow other IT staff to provide continued support as needed.
• Is able to work on, complete and document technical projects.
• Ensure work is compliant with applicable guidelines and regulations (e.g. SOP, GLP, SOX, etc.).
• Perform all other related duties as assigned.
• Must be authorized to work in the United States without a sponsor visa, now or in the future.

Minimum Requirements

• Education: Associates's degree (A.A. /A.S.) or equivalent in Computer Science or related
• Experience: At least 2 to 4 years' experience in technical support and troubleshooting desktop client hardware and software issues, such as operating systems, MS Office suite, Internet Explorer, and other desktop applications in an enterprise environment.
• Certification/Licensure: Not applicable
• Other Technical Knowledge/Experience:
  • Knowledge and hands-on experience in desktop operating system maintenance and troubleshooting, and installation and support of MS Windows operating systems.
  • Ability to support, maintain, and troubleshoot MS Office suite of productivity tools.
  • Expert ability to plan and organize work.
  • Working knowledge of MS Windows compatible desktop and laptop hardware and use required.
  • Knowledge and experience in various LAN technologies, such as: TCP/IP, Fast Ethernet, Hubs, Switches, and Routers.
  • Excellent interpersonal skills to deal with customers, colleagues, and other technical staff in a courteous and friendly manner.
  • Ability to work in a multicultural environment with sensitivity and respect for diversity.
  • Must be authorized to work in the United States without a sponsor visa, now or in the future.

About Safety Assessment
Charles River is committed to helping our partners expedite their preclinical drug development with exceptional safety assessment services, state-of-the-art facilities and expert regulatory guidance. From individual specialty toxicology and IND enabling studies to tailored packages and total laboratory support, our deeply experienced team can design and execute programs that anticipate challenges and avoid roadblocks for a smooth, efficient journey to market. Each year approximately 300 investigational new drug (IND) programs are conducted in our Safety Assessment facilities.

About Charles River
Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients' clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 20,000 employees within 110 facilities in over 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client's unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world.

At Charles River, we are passionate about our role in improving the quality of people's lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly worked on 80% of the drugs approved by the U.S. Food and Drug Administration (FDA) in the past five years.

We're committed to providing benefits that elevate your quality of life. Based on your position these may include: bonus/incentives based on performance, 401K, paid time off, stock purchase program, Health and wellness coverage, employee and family wellbeing support programs, and work life balance flexibility.

Equal Employment Opportunity

Charles River is an equal opportunity employer and is committed to providing equal employment opportunities for all qualified applicants and employees without regard to race, color, sex, religion, national origin, ancestry, age, mental or physical disability, family status, pregnancy, military or veteran status, or any other characteristic protected by federal, state, or local laws.

It is unlawful in some states (including Massachusetts) to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to View email address on click.appcast.io. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

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