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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. #J-18808-Ljbffr

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