IT Site Services Specialist III

4 weeks ago

Durham, United States Charles River Full time

For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.

Job Summary

We are seeking an IT Site Services Specialist III  for our Safety Assessment site located in Durham, North Carolina, this is an onsite position.  

The IT Specialist III collaborates with the IT Site Service Team Lead on a regular basis. He/she is responsible for tier 3 end users support, prioritizing user requirements, break/fix/root cause analysis, oversee/support system upgrades, documentation/training material creation, supporting/monitoring and troubleshooting network/server/VM infrastructure consisting of Microsoft Windows Server 2008-2016, Active Directory, VMWare vSphere 6.5, Cisco switching/Vlan support, Oracle/SQL client support, Office 365 in addition to many other cloud-integrated applications.
He/she must plan for future upgrades and life-cycle replacement of devices, mentor and instruct other team members, meet with vendors to explore new products and ideas, develop reports and presentations, and perform any other duties within the scope of this position.

The following are responsibilities related to the IT Site Services Specialist III position:


• Work side-by-side with the Site Lead and the Site Services team to ensure that all IT services are available at the at the site daily.
• Gather and document functional and technical requirements and consult with the user community to turn those requirements into an appropriate funded project.
• Perform break/fix analysis for individual and recurring support issues. Document findings and work with appropriate resources to find and deliver cost effective and timely solutions when needed.
• Monitor queue in the Service Desk software tool and follow appropriate guidelines for ensuring that the ITIL processes are followed within approved SLAs. Monitor queue KPIs and provide solutions to improve results.
• Perform root cause analysis of complex incidents or recurring problems affecting multiple sites. Develop solutions to those problems. Document in the problem resolution knowledge database and develop training materials to resolve ongoing issues or improve knowledge.
• Develop new processes and procedures to improve existing services, or to assist in deploying new support and infrastructure services.
• Ensure work is compliant with applicable guidelines and regulations
• Check daily backup job and resolve any backup related issues that may cause a loss of data or restoration point failure.
• Identify and diagnosis network related issues inside and outside of the site that could impact the business and/or its clients.
• Follow up on any errors reported by automated email or physical hardware checks to ensure that the associated site infrastructure is running at 100% optimal.
• Monitor disk space on all servers, ensuring that capacity is adequate and that each server can accommodate the needs of the applications and departments that depend on them.

Job Qualifications

• Education: Bachelor’s degree (B.A./B.S.) or equivalent in computer science or related discipline.
• Technology: MS Windows Operating Systems (7/10), MS Windows Server (2008/2016), Active Directory, Office365, Office Suite, Cisco Networking, VMware, Remote Desktop, Lab Applications, General Desktop User Applications, Cisco Phone System Support
• Experience: Minimum of 7 years related experience in IT.
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Certification/Licensure : Preferred
• Other:  Requires good organizational, communication and interpersonal skills and must be fully competent in IT functional area. 

The pay rate for this position is between $75,000 and 85,000 annually. Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.

About Safety Assessment
Charles River is committed to helping our partners expedite their preclinical drug development with exceptional safety assessment services, state-of-the-art facilities and expert regulatory guidance. From individual specialty toxicology and IND enabling studies to tailored packages and total laboratory support, our deeply experienced team can design and execute programs that anticipate challenges and avoid roadblocks for a smooth, efficient journey to market. Each year approximately 300 investigational new drug (IND) programs are conducted in our Safety Assessment facilities.


About Charles River
Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 20,000 employees within 110 facilities in over 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world.

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of 86% of the drugs approved by the FDA in 2021.

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