Technical Support Specialist

SUMMARY

Supports the user community by diagnosing and resolving network, workstation, and software problems. Represents the first point of contact with the IT department for prompt resolution of technical issues. Executes network and system administration task in support of the Information Technology department. Identifies and recommends initiative-taking solutions to minimize common technical problems. Maintains the network infrastructure following procedures established by Management and Company SOP’s (standard operating procedures).

This position will ensure compliance with Environmental Health and Safety (EHS) policies, State Departments of Health, Good Documentation Practices (GDP), Good Laboratory Practice (GLP), Good Manufacturing Practices (GMP), Good Clinical Practices (GCP), Good Laboratory Practice (GLP), Standard Operating Procedures (SOPs), EMEA and FDA Guidelines, general State and Country Regulations such as but not limited to (CLIA, CAP, USP, ISO 9001, USDA regulations, HTA license, DEA and State Controlled Substance programs) where site appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Provides 1st and 2nd Tier technical support to end users on a variety of issues. Provides on-call response to off-duty hour’s issues and network problems. Tracks and monitors the problem to ensure a timely resolution. Accurately accounts for time related to problem resolution. Maintains issue log to identify recurring problems. Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.

• Works with other Information Technology members to resolve Tier 3 issues to build understanding and prevent future need for escalation.

• Performs initial IQ/OQ (Installation Qualification/Operational Qualification) for all new PCs and laptops.

• Installs, configures, and patches all PC and laptop software in accordance with validated systems procedures. Assist with asset tracking and software license management. Installs new software releases, system upgrades, and patches to enterprise and server software. Identifies and resolves software related problems. Supports the IT Manager and Systems Administrator in all necessary administration of all applications and network infrastructure.

• Maintains data files and monitors system configuration to ensure data integrity.

• Implements file and printer shared resources. Supports and maintains user account information including rights, security, and systems groups.

• Documents, maintains, upgrades, or replaces hardware and software systems. Assists in configuration and deployment of new workstation and infrastructure hardware.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

• Associate degree (AS) or current enrollment in bachelor's program (B.S. /B. A.) in Computer Science and 1-2 years related experience preferred. Experience may be substituted for degree.

• Experience as a PC Technician / Help Desk Technician, Preferred.

Other Skills and Abilities

• Excellent problem solving, communication and people skills; demonstrates high-level customer service and the ability to work in a team environment.

• Understands and acknowledges confidentiality issues surrounding company information and will not view or share information that is restricted for others use/viewing only. Utilizes a high degree of ethical restraint in the use of network administration powers and access privileges.

• Familiar with Windows Networks, Active Directory, VMware ESX, ISCI SAN, TCP/IP Protocol, 802.11 protocols, IPSEC protocol, VLAN’s, Wireless Networking, Exchange, and Microsoft Office products.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to: stand; walk, sit, stoop, kneel, crouch, crawl, speak, hear/listen, smell, display manual dexterity, reach with hand and arms. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.