Job Description

Overview

In this position you will be responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware/software, and related infrastructure. Act as Tier I and II support to end users on a daily basis when required. Responsible for first-level day-to-day onsite support of users and systems (regulated and non-regulated). Ensure hardware, operating systems, software, and related procedures adhere to organization's values.

Responsibilities

• Provides end-user desktop, laptop, phone, and software support
• Imagines and deploys computer equipment
• Manages and creates user accounts
• Manages and creates employee security badges
• Works with network administrators and application support staff to ensure user management, customer service, and proper troubleshooting
• Keeps desktop OS and desktop software up to date
• Coordinates printer setup and repairs
• Contacts vendors and contractors as needed. Manage the repair process of those vendors
• Assists with end-user device security functions that may include anti-virus and malware protection
• Assists in infrastructure projects that may include, but are not limited to: VoIP deployments, network upgrades, server upgrades, email system upgrades and application deployments
• Trains users on IT Systems and Policies and creates KB articles as needed
• Responds to, escalates/reassigns, and closes helpdesk tickets
• Works on routine assignments per written procedures, where the ability to recognize deviations from accepted practice is required
• Follows GMP/GLP standards as a guide for action items and routines
• Contributes to the overall operations and to the achievement of departmental goals
• Performs job-specific tasks in compliance with applicable Regulations, International Standards, and WuXi AppTec Policies and Standard Operating Procedures

Qualifications

Experience / Education

• Associate’s or Bachelor’s degree, preferred, or equivalent experience
• 3-5 years of technical IT support experience
• Preferred Certification: A+, Net +, MCSA or equivalent IT certificates
• Thorough understanding of Good Laboratory Practices and Good Manufacturing Practices

Knowledge / Skills / Abilities:

• Advanced knowledge of Windows 10/11 operating systems and MS Office 365
• Basic knowledge of Windows Server 2019, 2022, 2025
• Advanced knowledge of PC hardware troubleshooting and repair
• Advanced knowledge of printers, troubleshooting, and repair
• Advanced knowledge of Ethernet and Wi-Fi networks
• Proficient in Microsoft Office applications (Excel, Word, Outlook)
• Advanced knowledge of WAN, LAN, VPN, WLAN, and Remote Desktop program
• Advanced knowledge in setting up Backups to External Hard Drives and Network Shares
• Advanced understanding of networking principles and Microsoft Active Directory.
• Previous experience in setting up and troubleshooting mobile phones (iOS/Android)
• Strong organizational and time-management skills
• Strategic thinking ability with strong analytical troubleshooting skills
• Proficient in Oral & Written communication skills
• A positive attitude and excellent customer service skills
• Ability and desire to provide excellent customer service
• Ability to work in a team environment and independently as required.
• May be required to work Holidays and weekends

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