Job ID :
US - Massachusetts - Lexington
Thermo Fisher's VVS Division is a rapidly growing, dynamic gene therapy contract development and manufacturing organization that is seeking sharp individuals to bring the highest quality processes, products and testing to our clients. Our employees are committed to making a difference in our organization, for our client partners and the patients we serve. We are looking for top talent with proven competencies and strong character to join our team and help lead our organization into the future.
The Information Solutions staff member is responsible for day to day telephone and hands-on support of servers, computers, and software for end users. This entails supporting over 50 users on the Lexington campus, plus users working remotely. A thorough knowledge of Microsoft operating systems and Office applications is essential, combined with a good knowledge of general security controls, business applications and general IT infrastructure processes. Overall, the candidate must combine both IT skills with excellent people skills. The ability to work with all staff levels on both technical and training requirements is essential to job success.
Essential Duties And Responsibilities:
Primary Responsibilities (50%): Support a robust Microsoft based network Manage a mixed HyperV and VMWare virtual environment and support and maintain Microsoft Server virtual machines
Coordinate the needs of in-house IS experts and remote employees, vendors and contractors
Provide escalated technical support for both hardware and software issues that may arise
Troubleshoot hardware and software issues in person, remotely and via phone; track 100% of all customer contacts: telephone calls, email and personnel requests for technical support ensuring timely feedback and closure Identify, research, and resolve technical problems for individuals and groups in an efficient manner, recognizing the proper course of action to take, communicating and escalating severe issues as appropriate Perform responsibilities according to the IS Department's defined processes and procedures and Service Level Agreements (SLAs)
Assist with the installation of new hardware and software and help train employees on its use
Monitor the systems daily and respond quickly to any security incidents or usability concerns
Manage the configuration and operation of client-based computer operating systems Upgrade systems and processes as required for enhanced functionality and security issue resolution
Communicate highly technical information to both technical and non-technical personnel Manage incoming and outgoing asset inventory of hardware, software, and peripherals
Perform knowledge transfers among team members by preparing and maintaining documentation for processes, procedures, written instructions, and solutions to problems
Collaborate with team members to identify and recommend process, system, hardware, and software improvements and/or upgrades to increase efficiency, enhance workflow and improve customer satisfaction Maintain knowledge of developments in relevant technologies and their use in the industry, making recommendations when appropriate Assist team members as needed
Assist in managing system infrastructure including, databases, testing computer equipment, firewalls, edge protection and other software and hardware
Monitor system backups and verify that backups have been completed Maintain documentation of activities completed Project responsibilities for desktop related upgrades and implementations Project documentation and tracking Provide advanced audio-visual support for AV equipment throughout the company Assist with inventory records.
Bachelor's degree preferred Minimum five years of experience in a similar role within corporate environment Experience in a cGxP environment strongly preferred.
IT Infrastructure knowledge and/or training a plus CompTIA A+ and Network
• certifications are preferred Microsoft Technology Associate (MTA), Microsoft Certified Professional (MCP), and ITIL certifications are desirable
Key skills/desired experience:
Windows operating system installation and support Microsoft Office Support Working with both hands-on and remote based staff Strong ability to work independently Able to handle large scale software support projects for various departments.
Comfortable juggling multiple concurrent issues Strong writing and documentation skills Exceptional verbal communications
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to communicate in a high pressure environment.
If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here for further assistance.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.