IT​/OT ; Laboratory Support Technician

IT/OT support (Laboratory Support Technician) Indianapolis, USA Open Ended/Long Term contract 5 days on site - 40 hours a week Role purpose:
Become visible and provide IT support to the customer and provide guidance and support as needed. Have solid understanding of working in a fast-paced environment, supporting onsite clients as well as home office users. Off hour, Weekend and Holiday support for all operational assets and systems as needed.

Main responsibilities:

Adhere to scheduled appointments for asset recovery collections and e-waste processes. Ability to troubleshoot (hardware, software and connectivity) incidents through to resolution Support Users Remotely utilizing teams, Bomgar or Remote desktop. Inventory control and asset management Ensure OT environment health: maintain the landscape, network documents and integration with IT solutions Strong relationship with global solution groups

Key Responsibilities 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. Supports, manages, optimizes, and maintains the configuration and installation of the Servers, to include, but not limited to, patch updates, hardware replacements, with spares. Create build records. Ensure GDP standards, sign and send to lab teams.

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. Manage and maintain relevant SOPs and other documentation e.g., Knowledge Base articles following GxP, GmP and GDP practices. 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.

Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Following litigation processes to ensure all equipment is quarantined properly. Provide guidance to clients and Support projects in progress in collaboration with other 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.

Assist Manufacturing / Engineering personnel with remediation of machine and software accounts. Create automatic backups of lab images and account access logs Meet with vendors pre-implementation of new technology and ensure Client IT standards are met. Work with vendors on troubleshooting and implementation of lab devices. 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 engineering / manufacturing personnel. Utilize COMAP to ensure only proper patching is sent to devices based off vendor and software needs. Other Ad Hoc Activities and Reporting as required
• Update, review, and approve SOPs. Review and approve qualification documents. Coordinate and manage the deliverables of monthly maintenance events. Engage with Quality Control (QC) representatives to ensure solutions are delivered and maintained to meet business goals and end user needs. Coordinate, prioritize, and manage the QCIT deliverables for new system implementation. Engage with Quality Control representatives to ensure solutions are delivered and maintained to meet business goals and end user needs.

Technical

Skills:

Solid knowledge of Windows, IOS or other computer operating systems Understanding of Office Suite and SharePoint Technologies Experienced in Service Now ticketing system Hands-on hardware troubleshooting experience Ability to read and understand technical manuals, procedural documentation and OEM guides Knowledge of Active Directory, SCCM or other User and Asset rights or deployment systems Knowledge of IMAC, SLA's and Asset management, ITIL Good understanding of network infrastructure of DNS, Proxy servers and firewalls Good knowledge of LAN/WAN setups and concepts Knowledge of software distribution, patching and imaging technologies desirable Understand and follow GxP, GmP, and GDP practices Must have solid soft skills and be a good communicator.

Must have valid license. Ability to lift 50lbs.

Preferred Qualifications:

Associate degree in an IT-related field or working experience At least 2 years of working experience in information technology. Excellent knowledge of English language (written and spoken). Strong knowledge of laboratory instruments and related software applications Experienced with troubleshooting and problem-solving Experienced with GxP compliance and Computer Systems Validation Working understanding of IT infrastructure and architecture. Knowledge of pharma processes preferred