Responsibilities
Location Boston, MassachusettsUSJob ID REQ-052636Key Responsibilities:
- Document procedures, policies, troubleshooting and best practices
- Execution of Peer reviews of PerkinElmer related checklists for Commissioning, Decommissioning and AIQ tasks.
- Escalates IT issues that are not resolved via regularly identified support channels.
- Manage ServiceNow requests and incidents to SLA
- Acts as an interface between client, business and corporate IT teams.
- Conduct daily ticket scrums
- Provide weekly/monthly/quarterly/yearly agreed upon governance reports
- Conduct regular 1-1s with team members
- Work collaboratively with the account and product managers
- Implements, monitors and provides technical support of customer laboratory IT environments, typically integrated with instrumentation
- Implements customer specified benchtop computing design and processes
- Administers and assures connectivity of customer’s Windows based platform
- Conduct and maintain inventories of client systems
- Support of the operating system, desktop hardware and peripherals, instrument-controlled software, core desktop applications and imagining of computers
- Manage On-boarding, retirement and relocation of equipment
- Implements Windows based security, including but not limited to: user / group permissions, file / folder permissions, group policies, local security policies, etc.
- Analyzes, identifies, and implements enhancements, upgrades and/or solutions to improve the overall support of the desktop platform in a timely manner
- Acts as the technical support contact for instrument vendor
- Repairing and troubleshooting instrument related computers and escalating issues to the client infrastructure teams
- Provides technical support for new system validations and change management efforts
- Create and maintain a physical inventory of lab equipment, PC’s, software and any other information specified by the client
- Ensure weekly Engineer reports are received by COB on the last business day of the week
- Acts as client Liaison for software/hardware related inquiries
- Participate in client team meetings
- Hire new staff, perform regular performance reviews, provide coaching as required
- Work with Delivery and Product Managers to develop and grow the service
- Provides support across all PerkinElmer Enterprise practices as required
- Act as the technical expert to handle escalations and be a mentor to junior team members
- Complete administrative tasks to maintain compliance with PerkinElmer time and attendance standards and ensure employee completion
Critical Skills:
- Excellent customer service skills complimented by an ability to listen to and interpret client requests.
- Ability to troubleshoot complex instrument and technology issues.
- Strong verbal and written communication skills.
- Ability to identify, track and complete tasks for multiple projects under prescribed timeframes.
- Knowledge of laboratory safety practices.
Basic Qualifications:
- Bachelor’s Degree
- 5+ years of relevant technical experience in lab IT or regulated IT environment
- 2 + years of supervisory experience in IT
Preferred Qualifications:
- Experience in a Lab GxP environment if applicable
- Experience with scientific instrumentation
- Experience in SOP creations and change control management if applicable
- Experience as Team Lead in an IT environment
Other Requirements:
- Must be able to remains in a stationary position more than 25% of the time
- The person in this position needs to occasionally move inside and outside labs
- Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
- Regularly move or lift up to 25 pounds and occasionally move or lift up to 100 pounds
- Specific vision abilities required by this position include without limitation, the ability to observe details at close range (within a few feet of the instrument), distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
- Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
The annual compensation range for this full-time position is $99,840.00 to $149,760.00 The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.