Technical Support Specialist

2 weeks ago

Thousand Oaks CA, United States Milestone Technologies, Inc. Full time

Are you a Senior Technical Support Specialist with experience working in a regulated environment? Pharmaceutical, Laboratory, Medical devices?
We have an onsite role in Thousand Oaks, CA for a skilled technician with strong customer service skills.

Technical Support Analyst to perform Windows system administration for laboratory-based computer systems used to control laboratory instruments (instrument controllers). The IS Analysts will work closely with scientific functional groups to install, configure, test, maintain, and troubleshoot lab workstation hardware and software.

These positions will upgrade client's lab IT assets from Windows 7 to Windows 10 and to ensure proper instrument data management. These consultants will also work on general lab IT system problem tickets as reported by lab scientists.


Windows Upgrades: Configure and deploy Windows 10 based laboratory systems using client’s pre-defined lab image to support laboratory instruments. Work with the scientists for functional testing and acceptance; supporting regulatory validation steps as required. Maintain IT asset inventory systems during deployments
• Lab Data Remediation: Configure data management software to automate movement of data from lab instrument computer systems to client enterprise file shares.
• General Ticket Resolution: Actively respond to incidents and requests for all laboratory software and systems. Perform system administration of both local and enterprise laboratory software and systems including user account management, licensing management, Tier 1 incident response and troubleshooting.
• Documentation: Use ServiceNow to track service requests and/or escalate issues when necessary and to keep client asset inventory up to date.

Physically inventory laboratory computers and reconcile with laboratory inventory system
• Support corporate deployments of anti-virus, software patches to laboratory computers
• Partner with Instrument vendors on system requirements, setups and configurations for new systems as well as upgrades to existing systems.
• Develop and maintain administration tools for the Enterprise Benchtop team primarily in C#, ASP.NET, SQL and IIS

3-5 years’ experience with Windows administration. Windows Operating systems – Win10, Windows Server
• Software/Hardware troubleshooting
• Networking skills – TCP/IP, Windows Domains, Network configurations
• Excellent communication, customer relations and problem-solving
• Work experience in research laboratories and regulated environments
• Experience with administration of LIMS, ELN, and Waters systems
• Experience with ITIL, ServiceNow
• Experience supporting/troubleshooting laboratory systems such as HPLCs, Mass Specs and various other lab instruments
• Scripting – PowerShell, Batch, Python

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