IT Technical Support Analyst III (2nd Shift)

Duties And Responsibilities

• Provide support for the technical area of expertise during second-shift operations, including end-user hardware, software, mobile devices, phones, printers, scanners, Microsoft Teams, and hardware used across the site, including in office, lab, and manufacturing areas
• Participate in IT and site project teams as needed, including adherence to IT project management methodologies
• Provide technical guidance to other staff members and users as appropriate during second-shift coverage
• Identify technical support trends, determine root causes, and recommend potential solutions
• Maintain accurate and thorough inventory of IT hardware and software systems and assist with asset lifecycle activities
• Engage vendors in ongoing support and maintenance of IT hardware and software
• Adhere to all IT Service Management documentation requirements in the ITSM tool, Jira, and similar systems of record, including Incident, Request, Change, and Inventory and Asset Management activities
• Monitor, troubleshoot, resolve, and escalate incidents and service requests promptly to minimize disruption to business operations during evening hours
• Move between office, laboratory, and manufacturing support areas as needed to provide onsite assistance while following site policies and GMP requirements

Qualifications

• Bachelor’s degree in computer-related field preferred, or equivalent combination of education and experience
• 5+ years of relevant technical support experience; second-shift or service desk experience preferred
• Strong knowledge of hardware, software, audio-visual, mobile, and workplace computerized systems and related technology platforms in use office, lab, and manufacturing environments
• Strong troubleshooting, communication, and customer service skills
• Good understanding of validated systems, quality systems, or GMP-regulated support environments preferred
• Technical certifications are a plus