Technical Support Specialist
Found in: Appcast US C2 - 2 weeks ago
Onsite -1 day remote after training
Top 3 qualifications you are looking for on a resume (technologies worked with, skill sets, etc.)
1. Strong Technical Background working with various technologies, software, and support structures.
2. Troubleshooting skills. Experience working on issues that are complex and being able to isolate issues that haven't been seen before.
3. Documentation skills. Ability to document work being done, follow documentation guidelines, and best practices for communication of issues/resolutions.
The Systems Specialist (Contractor) position is part of ITOT team at the facility based in Hillsboro, Oregon. In this integral role, you will be part of a dedicated cross-functional team responsible for providing support to Windows computer systems and other embedded devices, with a focus on providing long-term support for existing facilities with respect to the computerized systems used for quality control, and other laboratory systems.
Providing technical support for staff in the GxP Manufacturing and Quality area. Skilled at providing end-user support in a complex, 24x7 environment.
Must be able to communicate effectively with technical and non-technical customers. Contributes to producing end-user documentation and training materials.
Broad familiarity with information technology, both hardware and software.
The ability to collaborate is crucial, and success in the role will require the individual to thrive in a team environment and not act solely as an individual contributor.
Responsibilities:
Provide Lab Systems Support for Hillsboro Technical Operations (HTO) and Hillsboro Individualized & Cell Therapies (HIT.)
Troubleshoot multiple computer platforms: Windows, iOS, and various embedded operating systems.
Utilize multiple enterprise and department applications including e-mail, calendar/scheduling, word processing, spreadsheet, presentation, working knowledge of Google Suite, browsers
Support computers within the GMP areas, including the shop floor and labs.
Provide support for basic network configurations: LAN, WAN, wireless, VPN.
Install and upgrade software and operating systems.
Perform upgrades to hardware and arrange for hardware repairs when necessary.
Open and close service requests, as well as manage the assignment, tracking, and completion of requests.
Coordinate with other sites and corporate IT staff in the resolution of issues. Ensure that resolutions are consistent with standards and do not introduce additional conflicts. Document resolutions, workarounds, and frequently asked questions for problems and service requests.
Execute the delivery of services per Service Level Agreements to customers in support of a 24x7 mission-critical environment.
Manage user accounts, access rights, system configurations, and devices. Provide security management/administration.
Keep current documentation on systems, such as hardware and software manuals, system site guides, change control, license agreements, service contracts, and operating procedures.
Skills:
Outstanding customer service and interpersonal skills.
Ability to work in a team environment.
Attention to detail and good problem-solving skills.
Demonstrated ability to think and solve problems at a system level.
Ability to work and interact productively with stakeholders from different technical domains.
Ability to multi-task with calm behavior and work under pressure in a fast-paced environment.
Good team player, self-confident, motivated, and independent.
Educational:
A BS degree in Computer Science, Computer Engineering, or Information Technology and Information Systems is desired.
4 to 6 years experience providing onsite and/or remote technical support to end users in PC and Mac environments with an emphasis on Windows OS and hardware.
Basic knowledge of basic network concepts (e.g., TCP IP, Windows Networking, Ethernet.)
In depth knowledge of computer operating systems, hardware and software.
Knowledge of Good Manufacturing Practices (GMP), Health Authority practices, 21 CFR Part 11,cGMP Annex 11, and Data Integrity principles is desirable.
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