IT Technician II

For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform.

In return, we’ll help you build a career that you can feel passionate about.

We are seeking an IT Technician II for our Information Technology Team located in Mattawan, MI
. Ensure IT performance issues are addressed efficiently and effectively to meet service level agreements. In this role you must be able to work as part of a team and/or individually. Excellent communication skills and problem‑solving abilities are essential. Resolve moderately complex issues with the desktop computing hardware and software environment. Provide technical guidance to less‑experienced team members. Work with minimal supervision.

The pay for this position is $28/hr USD. Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.

Provides quality customer support to end users. Provides technical support for personal computers and peripherals. Installs, troubleshoots, services, and repairs personal computers including software, hardware and peripheral devices such as printers, monitors, etc. Connects personal computers to existing data networks. Monitors assigned queues and responds to service desk tickets, and enters relevant fix information to be used for root cause analysis;

appropriately hands off tickets to Level 3 (applications or infrastructure experts) as required. Maintains trouble logs, including wireless, VPN, and Hotspot connections. Instructs users in the basic usage of personal computers. Investigates information, network, and communications needs of users and makes recommendations regarding software and hardware purchases. Makes recommendations for the continuous improvement of IT processes and systems for the betterment of the user experience / elimination of core issues.

Performs voice over internet protocol, and network software configuration, desktop engineering including, Windows OS, Mac OS, etc.

• Set-up, deliver, and install personal computers (PCs), laptops and related hardware. Upgrade, install and test software and hardware. Disposition of old equipment.
• Provide in‑house assistance to all users on PC basics, backup techniques, and anti‑virus software.
• Restore services quickly through investigation and resolution of moderately complex problems related to the desktop computing hardware and software.
• Produce and maintain technical information, IT standards, service policies, and request forms both online and in print formats to contribute to a managed workplace.
• Answer moderately complex questions and resolve end‑user computer and networking problems to ensure end‑user productivity.
• Support Apple iPhone to provide for integration with the enterprise IT environment.
• Perform restorative and maintenance actions either remotely or at the end user’s location to resolve problems, using routine and advanced troubleshooting and technical skills.
• Provide technical assistance on enterprise e‑mail system to assist new and existing users at all locations.
• Consult with IT management and staff regarding unusual or unforeseen PC and equipment problems.
• Diagnose IT performance issues reported by either users or monitoring systems.
• Maintain accurate information in ticketing system to allow other IT staff to provide continued support as needed.
• Be able to work on, complete and document technical projects.
• Ensure work is compliant with applicable guidelines and regulations (e.g., SOP, GLP, SOX, etc.).
• Perform all other related duties as assigned.
• Must be authorized to work in the United States without a sponsor visa, now or in the future.

• Education:
  
  Associate’s degree (A.A. / A.S.) or equivalent in Computer Science or related.
• Experience:
  
  At least 2 to 4 years’ experience in technical…