Engineer, HelpDesk​/Support

Title

Engineer

06 Months (Onsite)

Holly Springs, NC (27540)

The schedule is a rotating 2-2-3, 5:45 AM- 6:15 PM (12-hour shift)

Client is seeking temporary external workers to provide on-site technology operations support. This role will support operations by acting as the initial IT/Operations Technology support point for production-area technology issues and escalations. The worker will triage incoming support requests, resolve issues where possible, document actions taken, initiate incidents and elevate unresolved or higher-risk issues to the appropriate support team.

• Serve as the initial point of contact for technology issues during assigned 2nd or 3rd shift coverage.
• Triage incoming issues from manufacturing, operations, quality, engineering, and support teams.
• Troubleshoot and resolve common hardware, software, connectivity, printing, and access-related issues.
• Support mobile carts, including basic connectivity, power, peripheral, and workstation readiness checks.
• Support PCs, workstations, and Benchtops used in operational areas, including login, basic application access, device readiness, and peripheral troubleshooting.
• Support Zebra and Lexmark printers, including basic troubleshooting for connectivity, print queues, labels, toner/ribbon/media, jams, and device readiness.
• Assist users with Passwordless authentication enrollment, login troubleshooting, and basic user access support.
• Assist with password reset processes, including routing users to approved client support channels where required.
• Provide first-level support and coordination for DeltaV-related access or workstation issues, escalating to qualified DeltaV/automation resources when the issue is outside approved first-level support.
• Document issues, actions taken, resolution status, escalation path, and follow-up needs in the designated ticketing or tracking tool.
• Escalate unresolved issues to the correct client support team based on issue type, urgency, and operational impact.
• Communicate clearly with shift leadership and support teams regarding critical issues, problems, or risks to restart readiness.
• Follow all client site procedures, safety requirements, GMP expectations, data integrity expectations, and applicable access-control requirements.

• Experience providing IT help desk, desktop support, manufacturing IT, or operations technology support.
• Ability to troubleshoot Windows PCs, basic network connectivity, printers, peripherals, and user login issues.
• Experience supporting end users in a fast-paced operational or manufacturing environment.
• Strong customer service skills and ability to communicate clearly with non-technical users.
• Ability to follow documented procedures and escalation paths.
• Ability to document issues accurately and maintain clear shift handoff notes.
• Comfortable working 2nd and/or 3rd shift schedules.
• Ability to work on-site at ANC1 and support users in production or production-adjacent areas.
• Ability to distinguish between issues that can be resolved at first level and issues requiring escalation to client's technical owners.

• Master degree OR Bachelor degree and 2 years of experience OR Associate degree and 6 years of experience OR High school diploma / GED and 8 years of experience

• Experience in biotechnology, pharmaceutical, GMP, manufacturing, or regulated environments.
• Familiarity with shop-floor technology, manufacturing workstations, mobile carts, label printers, and operational peripherals.
• Experience with Zebra printers, Lexmark printers, scanners, scales, or similar manufacturing hardware.
• Familiarity with Microsoft Windows, Microsoft authentication tools, password reset processes, and passwordless authentication.
• Experience supporting or coordinating support for DeltaV or other manufacturing control-system environments.
• Experience using Service Now, ticketing systems, Fieldglass, or similar support/request management tools.