Sr IT Technician

For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.

Job Summary

 

We are seeking an experienced Sr. IT Technician for our Information Technology Team in Mattawan MI.

 

A Sr. IT Technician is responsible for service delivery, requirements gathering, break/fix analysis, problem resolution research, queue monitoring, root cause analysis, site communications, content development for incident knowledge base, training materials, and coordination of support services, request management, change management, SLA development, and metrics delivery. Follow IT Asset Management guidelines and assist with the evolution of these internal workflows and processes.

 

Essential Duties and Responsibilities

 

• Windows and Mac - Advanced OS troubleshooting and hardware support.
• Advanced Mobile Device (IOS & Windows Tablet) troubleshooting and support.
• Provision and deploy Windows and Mac PCs utilizing SCCM, Auto Pilot, AirWatch, JAMF, etc.
• Extensive Office 365 and other CRL standard application troubleshooting.
• Network account and system administration utilizing Active Directory, Azure AD, O365, Exchange, InTune, LAPS, Remote Desktop, etc.
• Remote end user support experience utilizing tools such as Bomgar and Teams.
• Gather and document functional and technical requirements and consult with the user community to turn those requirements into an appropriate Investment Proposal, and potentially its associated CER.
• Perform break/fix analysis for individual and recurring support issues. Document findings and work with appropriate resources to find and deliver cost effective and timely solutions.
• Monitor queue in the IT Service Desk software tool and follow appropriate guidelines for ensuring that the ITIL processes are followed within approved SLAs. Monitor queue KPIs and provide solutions to improve results.
• Perform root cause analysis of complex incidents or recurring problems affecting multiple sites. Develop solutions to those problems. Document in the problem resolution knowledge database and develop training materials to resolve ongoing issues or improve knowledge.
• Develop new processes and procedures to improve existing services, or to assist in deploying new support services.
• Create the training and communications materials for new and enhanced services. Implement training for medium to large scale service rollouts.
• Participate in and document status of change management for site services.
• Ensure work is compliant with applicable guidelines and regulations (e.g. SOP, GLP, SMP, SOX, etc.)
• Provide onsite/remote support for Network, Telcom, Server, and Application Support teams to investigate IT Infrastructure issues, hardware support, incident resolution, and introduce new technologies.
• Work with external vendors, clients, and internal customers to support instrument PCs, add new devices on the CRL network, apply updates to existing systems, provide screen sharing session for remote troubleshooting.
• Complete assignments related to SOPs, IT Security training and maintain training records in Document Management system (Pilgrim).
• AV Conference Room system support and end user education/training.
• Perform all other related duties as assigned.

Job Qualifications

 

• Education: Bachelor’s degree (B.A./B.S.) or equivalent in computer science or related discipline.
• Experience: Minimum of 4 years related experience in IT.
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Certification/Licensure: None.
• Other: Requires good organizational, communication and interpersonal skills and must have a good general knowledge of IT functional area.

Compensation Data

The pay range for this position is $28/hr to $33/hr. Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.

About Safety Assessment
Charles River is committed to helping our partners expedite their preclinical drug development with exceptional safety assessment services, state-of-the-art facilities and expert regulatory guidance. From individual specialty toxicology and IND enabling studies to tailored packages and total labor