Sr IT Support Specialist

DESCRIPTION

Driven by a commitment to research, quality, and service, PDI provides innovative products, educational resources, training, and support to prevent infection transmission and promote health and wellness. Encompassing three areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture, and distribute leading edge products for North America and the world. We have several locations across the US and are looking for new Associates to join our team!

POSITION PURPOSE

We are looking for a Senior IT Support Specialist to provide expert-level technical support while overseeing IT systems within a laboratory environment. The ideal candidate will have a strong IT background, combined with the ability to manage and troubleshoot both laboratory equipment/applications and IT systems. This role requires a hands-on approach to ensuring the smooth operation of both standard IT and lab-specific technologies, while ensuring compliance with regulatory standards. The Senior IT Support Specialist will be responsible for audit support and compliance with GMP standards. This position will also be responsible for supporting all lab instruments and associated workstations and devices in the R&D Lab in Woodcliff Lake, NJ and both the Quality and Microlab located in Orangeburg, NY.

The Senior IT Support Specialist will be responsible for day-to-day issues and will proactively monitor the progress of open IT support tickets. In this role, the Senior IT Support Specialist will diagnose hardware and software issues, offer solutions and ensure that our systems are running smoothly. Support with installation, configuration and troubleshooting of Microsoft Office Suite of products, proprietary applications, 3rd party applications/peripherals and utilities. Install and maintain a wide range of end user hardware ranging from desktops and laptops to network printers/copiers and corporate issued mobile devices.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

End User Support:

• Respond to helpdesk tickets and requests, providing timely resolutions to users
• Collaborate with other IT team members to resolve complex technical issues or escalate to appropriate higher-level specialists.
• Control, manage and assist in the development of all software and hardware policies
• Coordinate all physical user moves with department supervisors, HR and IT Management team.
• Interface with software vendors to troubleshoot problems with proprietary applications
• In collaboration with the manager, create and maintain standards and inventory controls
• Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests
• Provide onsite technical support to internal laboratory associates and laboratory instrument vendors.
• Be the liaison between the Business Technical group and Quality Control Lab
• Be the subject matter expert on all laboratory systems.
• Interface with laboratory instrument vendors to troubleshoot software, hardware and configuration issues.
• Responsible for all add, moves and changes to both laboratory equipment and associate access rights.

Technical Analysis:

• Provide end-user support for PC hardware, software, and peripherals (printers, monitors, etc.)
• Troubleshoot and resolve issues related to operating systems, applications, and network connectivity.
• Set up and configure new PC hardware, including desktops, laptops and associated peripherals.
• Troubleshoot hardware related problems, memory, hard drive, video card replacement etc.
• Support and troubleshoot various software products (Microsoft office, windows terminal Server, Windows Defender, FortiClient VPN, etc.)
• Support and troubleshoot various Lab applications (Empower, Totalchrom, Thermo Fischer, Perkin Elmer

Customer Service:

• Maintain customer relations, address complaints and resolve problems.
• Update customer with pertinent work order status changes
• Ensure all customers' concerns are addressed
• Positively impact IT customer relations by proactively working to identify and address sensitive issues.
• Follow-up with IT teams servicing problems and communication problems and resolution to user as well as department (s) associated with the problem

PERFORMANCE MEASUREMENTS

• Processing and closing of IT tickets in an accurate and timely manner
• Proactive involvement to remedy day-to-day pc support issues
• Be able to work very well within a fast-paced team environment
• Provide superb customer service to our user community.

QUALIFICATIONS

EDUCATION/CERTIFICATION

• Bachelor's degree in information technology, Computer Science or a related field.

REQUIRED KNOWLEDGE

• IT Support experience is required including at least 2 years in a laboratory or regulated environment with a solid understanding of lab systems and technology.
• Strong knowledge of the Windows operating systems (Windows 10/11) and Microsoft Office Suite
• Strong knowledge of Quality lab systems or ability to quickly learn system administration of: Empower, Totalchrom, Thermo Fischer systems, Mettler Toledo, Perkin Elmer etc.
• Ability to diagnose, identify and remedy client-side hardware, software, and network related issues.
• Strong knowledge of Windows and Mac based operating systems, hardware and applications.
• Knowledge of Enterprise level Antivirus Solutions such as Windows Defender
• Solid understanding of networking concepts and technologies including TCP/IP, DHCP, DNS, Scripting/automation of tasks using PowerShell and/or third-party tools.
• Strong knowledge of user account management in a Microsoft Windows Active Directory environment.

EXPERIENCE REQUIRED

• 5+ years of Desktop support and Laboratory instrument experience needed

SKILLS/ABILITIES

• Strong communication and customer service skills
• Strong problem-solving abilities and attention to detail
• Ability to work independently and manage multiple support requests simultaneously
• Willingness to learn and stay updated on new technologies.
• Strong written skills for documentation and reporting
• Good listening skills
• Ability to defuse situations and perceived as approachable
• Motivated, organized and professional

WORKING CONDITIONS

• A corporate environment in which few to no hazards exist.
• The employee must be able to lift and/or move up to 50lbs and be able to get under desks/cubicles to check cabling etc. when needed.

SALARY RANGE:

• $60,000 - $70,000 annually

BENEFITS

PDI is pleased to offer comprehensive and affordable benefits for our associates, which includes:

• Medical, behavioral & prescription drug coverage
• Health Savings Account (HSA)
• Dental
• Vision
• 401(k) savings plan with company match and profit sharing
• Basic and supplemental Life and AD&D insurance
• Flexible Spending Accounts (FSAs)
• Short & long-term disability
• Employee Assistance Program (EAP)
• Health Advocacy Program

PDI also offers many voluntary benefits such as: Legal services, critical illness, hospital indemnity, accident coverage, ID theft and fraud protection, pet insurance and employee discounts.

At PDI, we are also committed to helping our associates maintain a healthy and sustainable work/life balance and are proud to provide associates with paid time off programs including: sick & safe leave, vacation, company & floating holidays, paid parental leave, and depending on the position we also offer summer hours and flex place/flex time options.