Service Desk Analyst

About the job

Desktop Engineer

Springhouse, PA

Technician Skillset Required

• Experience in supporting overall manufacturing / lab IT systems and IT devices.

• Familiarity with manufacturing, lab and Data Centre IT equipment

• Includes but is not limited to scanners, printers (Zebra, etc..), tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc..

• Advanced Troubleshooting / Problem Solving capabilities for AV devices (projectors, microphones, speakers, amplifiers, cameras, and displays)

• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management

• Advanced communications skills to work with multiple teams (Network, Server) and/or OEMs on high priority issues.

• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center

• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.

• Basic Troubleshooting / Problem Solving capabilities (L1 level) for network devices which includes rack and stack (Routers, Switch, Firewalls, Wireless Access points)

• Knowledge / Understanding of GMP and GxP

• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment.

• Strong focus on quality and attention to detail

• Provide smart Hands and Feet support for Technology team on demand

• Rack and Stack Support for commissioning/decommissioning infra devices to be provided.

• Provide physical access to vendors on demand for site/Communication rooms – IDF/MDF/MMR and Data Center/Server room.

• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center

• Printer Management/usage monitoring and coordinate with Vendors to ensure print services continuity.

• Co-ordination for cable patching with Vendors or enable on demand.

• Ensure basic Network connectivity (LAN), Wi-Fi access / Video Tandberg / Printer/ Voice are available at site

• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management

• Installing and configuring hardware and software components to ensure usability by end users

• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates

• Experience in supporting overall manufacturing / lab IT systems and IT devices

• Familiarity with manufacturing, lab or distribution center IT equipment

• Includes but is not limited to scanners, printers (Zebra, etc..), rugged tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc..

• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident

• Advanced communications skills to work with multiple teams and/or OEMs on high priority issues

• Advanced Microsoft skills (server support, etc.)

• Knowledge / Understanding of GMP and GxP

• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment

• Strong focus on quality and attention to detail

Additional Site requirements:

• Safety training and proper PPE and/or Lab requirements always apply

• Understanding of GMP / GxP environment

• PCs / Servers cannot have any sort of maintenance or patching without approved change control windows

• No systems or devices should ever be rebooted without proper approvals

• Often MLL sites may have isolated networks

• Understanding of what critical support means during a P1 or P2 event (i.e. proactive support – spares, crash carts, etc..)

• Ensure best practices are followed and understood:

• 5S (LEAN) or similar methodology in IT rooms / Datacenter

• Requirements to enter a clean room

• Proper entry procedures, proper gear, etc..

• Safety protocol for moving IT equipment around the building (carts, trikes, push carts, etc..)

Mandatory Skills

(Top 5 Keywords or skills)

Skill Proficiency

Years of Experience

Basic Knowledge

Medium

Expert

Desktop Support

7 to 10

Yes

Manufacturig Lab support

2 to 3 years

yes

Regards,

Preethy Nathan

Talent Acquisition Group

M: 469-927-1014