IT Laboratory Support Technician

IT Laboratory Support Technician Indianapolis, USA Ideal Candidate will have the following Lab Support Experience: Ensure all quality standards are met to comply with FDA, EMA and CDC standards. End User Support Experience

This role be responsible for building and supporting day to day operations of all laptops and desktops. Become visible and provide IT support to the customer and provide guidance and support as needed. Ongoing support who will monitor queue for Incidents, Requests, ensuring SLA's are maintained. Have solid understanding of working in a fast paced environment, supporting onsite clients as well as home office users. Track all incoming/outgoing activities via client's asset management system. Maintain Excel/SharePoint Trackers on all equipment, as well as in client's asset management system. Experienced in Service Now ticketing system

Build and Deploy Win7/Win10 machines with attention to deployment details to ensure positive End User Experience (EUX) Installation, monitoring and service of the desktop hardware, software and peripherals Ability to troubleshoot (hardware, software and connectivity) incidents through to resolution Remote Users Support Schedule, build, deploy, recover PC assets according to global Client guidelines and adhere to scheduled appointments for asset recovery collections follow Pharma Kroll process and eWaste processes. Inventory control and asset management

Supports, manages, optimizes and maintains the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares. Develop and maintain service operations manual documentation. Analyze Client Service calls for desktop devices and incident data to identify and advise Client of any potential user-training requirement and automation and to drive continuous service improvements. Experience working in a team-oriented, collaborative environment with strong customer-service orientation. Some asset management responsibilities. Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Following pharma litigation processes to ensure all equipment is quarantined properly. Provide guidance to clients and Support projects in progress in collaboration with other NBS IT organizations. Solid knowledge of Windows (version 10 preferred) Full Microsoft Office Suite and Operating Systems: Word, Excel, Skype, Outlook Calendar, scheduling and SharePoint Knowledge of Active Directory for computer configuration e.g., Good understanding of Skype, VPN and mobile device support Knowledge of IMAC, SLA's and Asset management, ITIL General understanding of network infrastructure of DNS, Proxy servers and firewalls Knowledge of software distribution, patching and imaging technologies desirable Assist Lab personnel with remediation of machine and software accounts. Create automatic backups of lab images and account access logs Work with vendors on troubleshooting and implementation of lab devices. Meet with vendors pre-implementation of new technology and ensure Client IT standards are met. Ensure GDP standards, sign and send to lab teams. Ensure all quality standards are met to comply with FDA, EMA and CDC standards. Use knowledge of technology to implement new automation and quality of life for lab personnel. Utilize COMAP to ensure only proper patching is sent to devices based off vendor and software needs.

Associate's degree in an IT-related field A minimum of 2 year experience providing end-user support for PC desktop and application software and installing, upgrading, troubleshooting and repairing personal computers in a network environment.