Talent.com
IT Lab Support

IT Lab Support

SkySysSan Diego, SD
1 day ago
Job type
  • Full-time
Job description

Client Services Onsite Technician (IT Lab Support)

Main Site : San Diego

Duration : 5 Months Contract

Ideal Candidate will have the following Lab Support Experience :

  • Understand and follow GxP, GmP and GDP Practices.
  • Ensure all quality standards are met to comply with FDA, EMA and CDC standards.
  • End User Support Experience

Role purpose :

  • This role be responsible for building and supporting day to day operations of all laptops and desktops.
  • Become visible and provide IT support to the customer and provide guidance and support as needed.
  • Ongoing support who will monitor queue for Incidents, Requests, ensuring SLA's are maintained.
  • Responsible for maintenance of desktop / peripheral computing environment.
  • Have solid understanding of working in a fast paced environment, supporting onsite clients as well as home office users.
  • Must have solid soft skills and be a good communicator.
  • Must have valid license, along with the ability to lift 50lbs.
  • 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.
  • Experienced in Service Now ticketing system

    • Main responsibilities :

  • Build and Deploy Win7 / Win10 machines with attention to deployment details to ensure positive End User Experience (EUX)
  • Installation, monitoring and service of the desktop hardware, software and peripherals
  • Ability to troubleshoot (hardware, software and connectivity) incidents through to resolution
  • Remote Users Support
  • Schedule, build, deploy, recover PC assets according to global Client guidelines and adhere to scheduled appointments for asset recovery collections follow Pharma Kroll process and eWaste processes.
  • Inventory control and asset management

    • Key Responsibilities

  • Supports, manages, optimizes and maintains the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares.
  • Manage and maintain relevant SOPs and other documentation e.g., Knowledge Base articles
  • Develop and maintain service operations manual documentation. Develop and maintain work instructions to complete operational checklists and work orders.
  • 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.
  • 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.
  • Some asset management responsibilities.
  • Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Following pharma litigation processes to ensure all equipment is quarantined properly.
  • Provide guidance to clients and Support projects in progress in collaboration with other NBS 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.
  • Good written and oral communication skills with clients and management as well as people skills.
  • Other Ad Hoc Activities and Reporting as required

    • Technical Skills :

  • Solid knowledge of Windows (version 10 preferred)
  • Full Microsoft Office Suite and Operating Systems : Win7 and Win10. Word, Excel, Skype, Outlook Calendar, scheduling and SharePoint
  • Hands-on hardware troubleshooting experience
  • Ability to read and understand technical manuals, procedural documentation and OEM guides
  • Knowledge of Active Directory for computer configuration e.g., WebSM
  • 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.
  • Assist Lab personnel with remediation of machine and software accounts.
  • Create automatic backups of lab images and account access logs
  • Work with vendors on troubleshooting and implementation of lab devices.
  • Meet with vendors pre-implementation of new technology and ensure Client IT standards are met.
  • Create build records. Ensure GDP standards, sign and send to lab teams.
  • 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.
  • Ensure priority based off of study urgency.
  • Utilize COMAP to ensure only proper patching is sent to devices based off vendor and software needs.

    • Preferred Qualifications :

    Associate's degree in an IT-related field

    A minimum of 1 year experience providing end-user support for PC desktop and application software and installing, upgrading, troubleshooting and repairing personal computers in a network environment.