Receive, prioritize, document, and resolve end user issues.

Use Help Desk Request tracking tool to record and keep track of end user service metrics.

1. Provide functional and technical support to appropriate applications and programming systems.  Must be thoroughly familiar with the design and characteristics of plant manufacturing systems software and hardware.
2. Diagnose operating problems (hardware and software) and initiate corrective actions.  Coordinate services of hardware with appropriate service providers.
3. Install and configure applications required to provide the end user with technical support.
4. Train users to use computer equipment and software.
5. Troubleshoot networking and printing problems.
6. Provide support to software solutions for the integration of Desktop applications, Windows Operating System and Intranet network resources.
7. Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
8. Perform updates to operating systems, loads and software applications as required.
9. Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
10. Plan, coordinate and implement security measures to safe guard information in computer files against accidental or unauthorized modification and destruction.
11. Coordinate implementation of vendor issued software and hardware.
12. Repair and recover from hardware or software failures.  Coordinate and communicate with impacted constituencies.
13. Create, change, and delete user accounts per request.
14. Read technician references manuals for communication hardware and software to learn cause and problem solving.
15. Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.  Configures CPU, memory, and disk partitions as required.
16. Maintain data center environmental and monitoring equipment.
17. Update documentation to record new installed equipment, new sites and changes to computer configurations.
18. Support manufacturing functions by issuing purchase orders for the acquisition of equipment parts as required.
19. Write and review Standard Operating Procedures (SOP’) and participate in the delivery of trainings requirements.
20. Coordinate; participate in computer system validation and execution activities.
21. Carry out other duties as assigned that are deemed reasonable and within the broad scope of the position.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Action Oriented - Enjoys working hard.  Is action oriented and full of energy for the things he/she sees as challenging. Not fearful of acting with a minimum of planning.  Seizes more opportunities than others.

Time Management - Values time and uses it effectively and efficiently. Concentrates efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.

Peer Relationships - Can quickly find common ground and solve problems for the good of all; Encourages collaboration.  Can represent own interests and yet be fair to other groups.  Is seen as a team player and is cooperative.  Easily gains trust and support of peers.

Functional /Technical Skills-Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Quality and Compliance - Adheres to standard operating procedures, defined practices & regulations.  Attentive to detail & accuracy with optimal speed & volume.  Committed to excellence & continuous improvement.  Produces work that is right the first time, always with the customer in mind.

SUPERVISION:

This position has no supervisory responsibilities.

WORK CONDITIONS:

Office environment. The noise level in the work environment is usually moderate. While performing the duties of this job, the employee is frequently required to stand, walk and sit. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.

TRAINING AND EXPERIENCE:

• Education:

Bachelor Degree in computer science or 5-6 years equivalence experience in IT.  Operation of personal computer systems and related application programs, diagnosing hardware and system failures, installing hardware and components.  Correcting basic networking problems and preparing programs for special applications.  Basic telecommunication skills.

• Training:

Knowledge in Computer systems and operating systems such as SQL, Windows NT, 2000, 98, XP or 7, MS Office, etc.  GMP knowledge.  Knowledge of 21 CFR Part 11 as applicable to GMP Laboratory environment.

• Certificates, Licenses or Registrations:

No required.

SKILLS:

Incumbent must be fluent in English, with a strong, thorough, and concise written and verbal communications skills and above average computer literacy (MS-Office).  Excellent technical writing skills are required.  Incumbent must posses’ strong mathematical skills to facilitate the interpretation of the programs evaluated. The incumbent must be very familiar with the different computerized system implemented throughout the Division. Superior Computer literacy is required.

The incumbent must be able to work in a team-based matrix environment.