ITOT Support Engineer

Introduction:

As an ITOT Support Engineer, you will be responsible for providing technical support for Genentech staff in the GxP Manufacturing and Quality area. You will work in a complex, 24x7 environment, troubleshooting various computer platforms and supporting enterprise and department applications. Your role will involve supporting network configurations, installing and upgrading software, and managing user accounts and access rights.

Responsibilities:

• Troubleshoot multiple computer platforms: Windows, Macintosh, Linux, and Mobility devices.
• Support enterprise and department applications.
• Provide critical support for manufacturing business systems such as MES, DCS, SCADA.
• Support computers within GMP areas, including shop floor and labs.
• Support network configurations: LAN, WAN, wireless, VPN.
• Install and upgrade software and operating systems.
• Troubleshoot networked and local printers.
• Open and close service requests, manage assignment, tracking, and completion of requests.
• Coordinate with other sites and corporate IT staff to resolve issues.
• Document resolutions, workarounds, and FAQs for problems and service requests.
• Manage user accounts, access rights, device, and print queues.
• Keep current documentation on systems, hardware, software manuals, etc.
• Participate in after-hours on-call support rotation.
• Document system changes and incidents in ServiceNow.
• Attend coordination meetings with user groups to identify improvement opportunities.

Requirements:

Required Skills:

• Strong interpersonal communication skills.
• 2 to 5 years of experience providing onsite and/or remote technical support.
• Basic knowledge of network concepts (e.g., TCP IP, Windows Networking, Ethernet).
• Outstanding customer service and interpersonal skills.
• Ability to work in a team environment.
• Comfortable working under pressure and meeting deadlines.
• Availability for after-hours on-call support and holiday coverage.

Preferred Skills:

• BS degree in Computer Science desirable.

Please note that job duties will be performed on-site in Hillsboro, Oregon.

EEO:

"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."