Address
Form of workPOSITION SUMMARY:
The Production IT Support Analyst is responsible for effective provisioning, installation, configuration, operation, and maintenance of end-user hardware, software and related infrastructure for the production laboratory environments. This support includes, but is not limited to, software, PC, mobile device, scanner, and hand-held devices. This role requires adherence to SOPs and good documentation skills. The Production IT Support Analyst is a customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal and written communication skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Install, upgrade, support and troubleshoot Windows OS, Microsoft Office Suite, and other end user device operating systems.
- Install, upgrade, and configure PC, mobile devices, headsets, printers, scanners, and other peripheral equipment.
- Managing documentation hardware moves and repairs via the Enterprise Quality Management System.
- Supporting IT systems used in the lab\production facilities
- Acts as liaison between IT and production operations teams.
- Performs general preventative maintenance tasks on all equipment including bios, operating system service patches, application software patches, and critical security patches.
- Performs remedial repairs on PCs, printers and any other equipment. Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels.
- Customize desktop hardware and software to meet user specifications and site standards
- Perform password, PIN and other account locking\unlocking and resetting as needed.
- Provide level 1 & 2 support.
- Escalation of issues to 3rd party support companies.
- Printer setup and troubleshooting.
- Coach and support leadership in use and troubleshooting of routine systems
- Develop and restructure operations share drive architecture and information sharing.
- Support Processing leadership team in driving process improvements
- Assist with monthly PMs, SBWeb and PasX testing, SOP updates, quarterly inventories, and collaborative efforts with Facilities, Distribution QE, QA, QC, etc.
- Perform any additional processing tasks to ensure the monthly production plan is met
- Support operational use of PasX, to include troubleshooting, adding employee access, changing/upgrading employee group, and minor MBR configuration changes
- Communicate needs from the shop floor to leadership
PROBLEM SOLVING:
•Performs simple, routine work
•Selects correct processes from clearly prescribed rules, past practices, SOPs, past practices or instruction
•Seeks advice and guidance on non-routine or problem areas from supervisor. Any deviations from the norm are cleared by the supervisor
DECISION MAKING/SCOPE OF AUTHORITY:
•Under close supervision, exercises limited latitude/independent judgement and decision making
•Work typically involves detailed checks or close review of output by a senior coworker and/or supervisor
SPAN OF CONTROL/COMPLEXITY:
Entry level support role requiring basic skills; can perform some of the basic tasks within the function; some impact at the job or department level
EDUCATION/EXPERIENCE:
· BS in Computer Science, business, or equivalent education/training/experience
- Professional certification preferred
- Experience with a variety of hardware and operating systems
SKILLS/COMPETENCIES:
- Good Documentation Skills
- Good Interpersonal communications skills (written/verbal)
- Analytical, problem-solving, and troubleshooting skills
- Excellent customer service skills
- Demonstrated ability to multi-task and manages priorities. Demonstrated teamwork skills.
- Works well in a team environment.
- Uses initiative and is proactive.
- Well organized and can manage own workload/priorities.
- Flexible and can occasionally work outside of normal working hours
WORK ENVIRONMENT:
- The work is typically performed in a Laboratory environment.
#IND
