Technical Support Specialist

Digital And Technology D&T Technical Support Specialist

The Digital and Technology D&T Technical Support Specialist supports Corporate users for their information and technology needs including all standard hardware and software products. This role conducts training and orientation on Corporate standards and works collaboratively with D&T peers and vendors and performs duties in line with best D&T practices and applicable regulatory requirements (i.e. cGMP, Computer System Validation, 21 CFR part 11 compliance).

Essential Duties and Responsibilities:

• Provide local support for D&T systems and End-Users in the facility, including, but not limited to: Shop Floor Systems (SFS), Manufacturing Execution Systems (MES), Enterprise Resource Planning (ERP), Virtual and Physical servers, LAN/WAN equipment, desktop computers and laptops, communication, and collaboration systems.
• Respond to telephone, e-mail, and/or web-generated requests for support, including problem analysis, initial resolution, and/or escalation.
• Perform network and system user account administration.
• Provide technical advice, guidance, and training both formal and informal to Corporate users.
• Participate in local, regional, and global D&T projects and coordinate roll-out of same on local site level.
• Create, update, transfer, and manage incidents, service requests, and problems in Service Management tool for tracking site workload.
• Work collaboratively with D&T teams to resolve service requests, escalations, and service outages.
• Demonstrate effective research of technical resources for both software/hardware triage (i.e. knowledgebase, technical manuals, internet search, peers).
• Ability to troubleshoot and support Company standard technologies.
• Perform audio/visual support for Company deployed technologies.
• Provide desk phone/mobile device/information technology hardware administration and support.
• Participate in local, regional, and global D&T projects and assist with roll-out of same on local site level.
• Knowledge in IT security related topics.
• Other duties as assigned.

Education and Experience:

• Bachelor’s degree or equivalent experience
• 3 or more years of information technology work experience, including internship experience, and demonstrated working knowledge of basic to complex hardware and software products.

Knowledge, Skills and Abilities:

• Experience providing remote support to external clients and usage of remote assistance/desktop tools.
• Knowledge of (Microsoft) 365, Microsoft OS, Active Directory, Remote Assistance tools, VPN, Mobile Devices, information technology hardware laptops/desktops/printers.
• Basic network technologies/protocols and administration knowledge.
• Strong problem-solving, analytical, and communication skills.
• Communicate effectively and professionally on phone, e-mail, and in person.
• Must be detail-oriented and able to follow procedures and create documentation.