Tech Support Specialist

Devens, MA 01434

Posted: 10/01/2024 Employment Type: Contract Industry: IT Job Number: BBBH78973_1727823510 Pay Rate: US$31 - US$41 per hour

Job Description


Job Title: Tech Support Specialist

Job Location: Deven MA 01434

Onsite Requirements:
  • Software/Hardware Installation, Configuration, Troubleshooting, and Support (MS Windows, Apple/MAC, VMWare, Citrix)
  • Experience supporting Industrial Manufacturing Plant Automation in Pharma, Biotech, or Life Sciences - Familiar with SOP's, FDA Regulated environments, clean rooms, etc
  • Great Communication Verbal/Written and good communication with leadership/other team members

Job Description:
  • We are seeking a dedicated IT Tech Support Specialist to join our team for weekend and night shift coverage in a pharmaceutical environment.
  • The ideal candidate will have experience with ServiceNow and possess strong technical and customer service skills.
  • This role is crucial in ensuring the continuous operation and support of our IT systems during non-standard business hours, particularly in controlled and clean-room areas.

Key Responsibilities:
  • Provide first-line technical support for hardware, software, and instruments to end-users during weekend night shifts.
  • Utilize ServiceNow for incident management, tracking, and resolution of IT support requests.
  • Troubleshoot and resolve issues related to operating systems, applications, and network connectivity.
  • Escalate complex technical issues to higher-level support teams as necessary.
  • Maintain accurate records of issues, resolutions, and actions taken in the ServiceNow system following GMP's and ALCOA+ practices
  • Communicate effectively with end-users to understand their technical problems and provide timely solutions.
  • Participate in the deployment and maintenance of IT equipment and software updates, ensuring compliance with pharmaceutical industry standards.
  • Ensure compliance with IT policies and procedures, particularly those related to working in controlled and cleanroom areas.

Qualifications:
  • Proven experience as an IT Tech Support Specialist or similar role.
  • Proficiency in using ServiceNow for incident and request management.
  • Strong knowledge of Windows and macOS operating systems.
  • Familiarity with network troubleshooting and basic networking concepts.
  • Excellent problem-solving and analytical skills.
  • Ability to work independently and manage time effectively.
  • Strong communication and interpersonal skills.
  • Availability to work night shifts and weekends.
  • Experience working in pharmaceutical environments and knowledge of cleanroom protocols.

Preferred Qualifications:
  • Certifications in IT support or relevant fields (e.G., CompTIA A+, Network+).
  • Experience with remote support tools and technologies.
  • Knowledge of ITIL best practices.
  • Understanding of GMP (Good Manufacturing Practice) and GxP (Good Practice) regulations.

Working Conditions:
  • This role requires working night shifts and/or weekends.
  • The position involves working in controlled and cleanroom areas, adhering to strict protocols.
  • Physical ability to lift and move IT equipment as needed.
  • Is necessary to work with clean room gowning

** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply. **
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About Devens, MA

Ready to embark on a career journey in the vibrant Devens, Massachusetts area? This bustling region, located in the picturesque heart of North Central Massachusetts, offers a perfect blend of small-town charm and big-city amenities. With top-notch job opportunities in industries like tech, manufacturing, and healthcare, Devens is a hub for growth and innovation. Imagine strolling through the quaint streets of historic downtown Leominster, catching a show at the renowned Hanover Theatre in Worcester, or indulging in delicious seafood at Lowell's iconic restaurants. Come join us in Devens and discover endless career possibilities against a backdrop of rich history, cultural landmarks, and natural beauty!