Overview
On Site
$20 - $30
Contract - W2
Contract - Independent
Contract - 12 Month(s)
Skills
Asset management
DNS
Desktop
Desktop Support
English
Excel
GmP
IT support
Inventory control
Office Suite
Quality Control
SLA
VPN
WAN
appointments
firewallsBasic
hardware
hardware troubleshooting
Job Details
Job Title: Desktop Support Technician
Job Location & Type: San Diego, CA || 12 Months Contract + Extension || 100% Onsite
Role purpose:
- This resource/asset will be responsible for building and supporting day-to-day operations of all laptops and desktops in an operational environment.
- Become visible and provide IT support to the customer and provide guidance and support as needed.
- Have solid understanding of working in a fast-paced environment, supporting onsite clients as well as home office users.
- Off-hour, Weekend and Holiday support for all operational assets and systems as needed.
Main responsibilities:
- Build, Configure, Deploy and Maintain PC's and Peripherals specific to business users, manufacturing, and lab purposes.
- Adhere to scheduled appointments for asset recovery collections and e-waste processes.
- Ability to troubleshoot (hardware, software and connectivity) incidents through to resolution
- Support Users Remotely utilizing teams, Bomgar or Remote desktop.
- Inventory control and asset management
Key Responsibilities
- Experience working in a team-oriented, collaborative environment with strong customer-service orientation.
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
- Supports, manages, optimizes and maintains the configuration and installation of the Desktop, to include, but not limited to, patch software updates, hardware replacements, with spares.
- Create build records. Ensure GDP standards, sign and send to lab teams.
- 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.
- Manage and maintain relevant SOPs and other documentation e.g., Knowledge Base articles following GxP, GmP and GDP practices.
- 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.
- Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Following litigation processes to ensure all equipment is quarantined properly.
- Guide clients and Support projects in progress in collaboration with other IT organizations. Interface and collaborate with other teams for issue resolutions.
- Clean and prepare all hardware for reuse, which includes, running diagnostics and submitting OEM tickets for repair.
- Assist Lab personnel with remediation of machine and software accounts.
- Create automatic backups of lab images and account access logs
- Meet with vendors pre-implementation of new technology and ensure Client IT standards are met.
- Work with vendors on troubleshooting and implementation of lab devices which includes implementation of software.
- Perform IQ and OQ activities where needed.
- 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.
- Other Ad Hoc Activities and Reporting as required Update, review, and approve SOPs.
- Review and approve qualification documents.
- Coordinate and manage the deliverables of monthly maintenance events.
- Engage with Quality Control (QC) representatives to ensure solutions are delivered and maintained to meet business goals and end user needs.
- Support QC business by managing QC requests in a timely manner.
- Coordinate, prioritize, and manage the QCIT deliverables for new system implementation.
- Engage with Quality Control representatives to ensure solutions are delivered and maintained to meet business goals and end user needs.
- Instrumentation Data Transfer as required and possible debottlenecking
- Decommission Lab instruments and software as needed
Technical Skills:
- Solid knowledge of Windows, IOS or other computer operating systems
- Understanding of Office Suite and SharePoint Technologies
- Experienced in Service Now ticketing system
- Hands-on hardware troubleshooting experience
- Ability to read and understand technical manuals, procedural documentation and OEM guides
- Knowledge of Active Directory, SCCM or other User and Asset rights or deployment systems
- 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
- Basic knowledge of LAN/WAN setups and concepts
- Knowledge of software distribution, patching and imaging technologies desirable
- Understand and follow GxP, GmP and GDP Practices.
- Must have solid soft skills and be a good communicator.
- Must have valid license.
- Ability to lift 50lbs.
Preferred Qualifications: Associate degree in an IT-related field or working experience
- At least 2 years of working experience in information technology. Excellent knowledge of the English language (written and spoken).
- Strong knowledge of laboratory instruments and related software applications
- Experienced with troubleshooting and problem-solving
- Experienced with GxP compliance and Computer Systems Validation
- Working understanding of IT infrastructure and architecture. Knowledge of laboratory processes preferred