Sr Deskside Lab Support Technician-MLL

Senior Deskside Lab Support Technician - MLL

Location:

New Jersey, NJ (Onsite)

The Onsite Technician is a key Technology Services (TS) resource responsible for providing hands-on, on-site technical support to ensure reliable, secure, and efficient technology operations that enable manufacturing, lab or distribution center activities. This role focuses on day-to-day operational support, incident resolution, preventative maintenance, and execution of standard field services across applications, infrastructure, and end-user technology. The technician works closely with the Site Delivery Leader, Engineering, and the Site Support Team to meet SLAs, maintain audit readiness, and support continuous service improvement.

· Provide on-site technical support for manufacturing and office IT systems, including desktops, laptops, printers, scanners, RF guns, MLL PCs, and other site-standard devices

· Execute incident and request fulfillment activities, including diagnosis, troubleshooting, resolution, and escalation in line with defined SLAs and procedures

· Support Reliability / Total Lifecycle Management (TLM) activities by performing preventative maintenance, equipment replacements, and lifecycle refresh tasks as scheduled

· IT Equipment integration with AD, Network, NAS.

· Assist with incident management and root cause analysis (RCA) by collecting data, performing first-level troubleshooting, and implementing corrective actions

· Deliver application support by resolving common issues, coordinating with application owners for complex problems, and validating fixes at the site level

· Participate in local project execution, including installations, upgrades, migrations, testing, and post-implementation support

· Perform field services activities, including IMAC (Install, Move, Add, Change), hardware break/fix, spares handling, and vendor coordination

· Knowledge of IT infrastructure including wired and wireless network connectivity, printers, scanners, RF devices, servers, and storage

· Maintain accurate ticket updates, asset records, and knowledge documentation in approved TS systems

· Follow all security, compliance, validation, and change management processes

· Provide first-level network support for site connectivity issues

· Understand and troubleshoot network fundamentals including TCP/IP, DNS, DHCP, Ethernet, wireless networking, and basic routing and switching

· Assist with switch port activations, cable tracing, and device connectivity validation

· Coordinate with centralized network teams for escalations

· Network + Certified preferred or equivalent hands-on networking experience

· Incidents and requests resolved within SLA

· Mean Time to Repair (MTTR)

· First-time fix rate and reduction in repeat incidents

· Accuracy and completeness of ticket documentation

· Preventative maintenance tasks completed on schedule

· Audit readiness and compliance adherence

· End-user satisfaction metrics

· Associate or Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience

· 7–10 years of experience in onsite or field technical support, preferably in a manufacturing environment

· Hands-on experience with Windows-based systems; basic Linux exposure preferred

· Must have GxP environment experience

· Knowledge of Net Backup & Rubrik

· Working knowledge of ITSM tools and endpoint management

· Experience supporting RF devices, scanners, printers, and shop floor PCs

· Network+ certification preferred

· ITIL Foundation certification preferred

· Strong troubleshooting and analytical skills

· Clear written and verbal communication skills

· Ability to work independently in a fast-paced manufacturing environment

· Site Delivery Leader and Site Support Team

· Engineering, Operations, Facilities, Automation (OT), Quality, and Security

· External vendors and third-party service providers

· Occasional off-hours or weekend support may be required for incidents or planned maintenance

· Regular onsite presence, including time on the plant floor, is required

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