IT Field Service Technician

Job Description:

Position Summary:

The IT Service Delivery will be responsible for ensuring that client related technical issues are resolved in a quick and proper manner. This position will require significant interaction with internal clients, IT associates, and third-party service providers. Position requires a strong bias towards service, quality, and customer satisfaction.

Requirements:

• Associates degree in Computer Science or related discipline. Equivalent work experience or certifications will be considered.

• Minimum of 1 year relevant direct technical support experience preferred.

• Typical hours of work, Mon-Fri, first shift. With potential for longer hours depending on need.

• Work experience within a pharmaceutical manufacturing and/or laboratory environment is preferred but not required.

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Ability to work effectively under pressure to meet deadlines. Individual may be required to sit, stand, walk regularly and occasionally lift 0-50 pounds. Be accessible to general office, laboratory & manufacturing areas and use required office equipment. Specific vision requirements include reading of written documents and frequent use of computer monitors.

• Must be able to work non-standard hours (weekends, evenings, nights) as needed

• Service oriented attitude (flexible, personable, approachable)

Key Responsibilities:

• Understands basic user technology issues and provides solutions based upon basic proven methods.

• Researches, evaluates, and provides technical solutions to address defined business requirements. Identifies alternatives and present recommendations that meet user needs and comply with established standards.

• Interacts with clients to process basic service requests or resolve basic technical problems.

• Replaces and rebuilds hardware components as needed.

• Installs/removes/configures basic software applications.

• User account administration

• Procurement in accordance with corporate guidelines

• Compliance with purchasing licensing guidelines

• Coordinate local support vendor relationships

• Ensures compliance with system patching & AV requirements

• General site application support & troubleshooting

• General network, telecom & server support

• Ensures call tickets are updated and closed in a timely manner. Escalates calls to Manager, Field Service and/or other teams as required.

• Understands and complies with relevant Standard Operating Procedures.

• Effectively communicates clear, concise, and accurate status as required.

Key Competencies:

• Must have excellent understanding of personal computers, peripherals & associated accessories. Solid understanding of personal computing applications (MS-Office 365, Teams, Visio, Outlook, etc.).

• Working knowledge of networks and server infrastructure.

• Good working knowledge of business applications.

• Responds directly to clients regarding routine requests in a timely manner.

• Assists colleagues in providing counsel to others on complex issues; aids in the development of strategies for achieving client goals.

• Good analytical and problem-solving skills, with strong attention to detail.

• Strong interpersonal skills with excellent written and verbal communication abilities.

• Self-motivated with the ability to function independently in a deadline driven work environment.

• Good understanding of computer systems validation is desired.