Senior IT Support Technician

About the Department

At Novo Nordisk, we want to make a difference. For more than 100 years, we have led the way in diabetes care. Being part of Novo Nordisk allows our employees to embark on life-changing careers, and the opportunity to help improve the quality of life for millions of people around the world.

 

In NC, we operate three pharmaceutical manufacturing facilities that are responsible for fulfilling different steps in our injectable and oral treatment supply chains.  Our legacy Injectable Finished Products (IFP) facility in Clayton, NC is a 457,000 square foot aseptic "fill and finish" site that is responsible for producing innovative, injectable diabetes and obesity treatments. At IFP, you’ll join a global network of manufacturing professionals who are passionate about what they do.

 

What we offer you:

• Leading pay and annual performance bonus for all positions
• All employees enjoy generous paid time off including 14 paid holidays
• Health Insurance, Dental Insurance, Vision Insurance – effective day one
• Guaranteed 8% 401K contribution plus individual company match option
• Family Focused Benefits including 12 weeks paid parental & 6 weeks paid family medical leave
• Free access to Novo Nordisk-marketed pharmaceutical products
• Tuition Assistance
• Life & Disability Insurance
• Employee Referral Awards

 

At Novo Nordisk, you will find opportunities, resources, and mentorship to help grow and build your career.  Are you ready to realize your potential?  Join Team Novo Nordisk and help us make what matters.
 

 

The Position

Serve as the Subject Matter Expert (SME) to provide system management and support of hardware & software on laboratory & manufacturing workstations. Mentor junior team members and support training efforts for the team.

 

Relationships

Manager.

 

Essential Functions

• Establish the Workstation operating system and hardware standard across laboratory, manufacturing, & administrative areas in alignment with Corporate standards
• Collaborate with Corporate IT to develop standard deployable laptop & desktop images used for Laboratory & Manufacturing workstations using the Corporate Deployment solutions
• Support of hardware, software, & vendor applications on Laboratory & Manufacturing workstations
• Test & deploy security clients, system patching, & vulnerability remediation on workstations & mobile devices in coordination with the security teams
• Setup GxP File Shares to support vendor requirements for applications
• Perform Validation activities such as System Assessments, specifications, and IOV Qualification activities in accordance with Novo Nordisk procedures & FDA 21 CFR Part 11 requirements
• Work with Infrastructure Engineers on setup and test disaster recovery process and documents procedure for recovery
• Manage spare hardware to ensure 24/7 operations
• Prioritize IT Requests based on Impact & Urgency according to SLA
• Communicate with team & management on issues & provides timely updates
• Provide a high level of Customer Service Satisfaction Ratings on IT tickets
• Create Knowledge Base articles for any new errors/issues resolved
• Meet project milestones per project plans & communicates challenges early
• Updates Asset Management System with assets upon arrival, deployment, and retirement
• Manage licenses for software & support contracts with vendors
• Follow all safety & environmental requirements in the performance of duties
• Other accountabilities, as assigned

 

Physical Requirements

Ability to work in an open office environment with the possibility of frequent distraction. Ability to travel up to 10% of the time. (% can change on a case-by-case basis based on the role).

 

Qualifications

• Bachelor’s degree in information technology or related field of study from an accredited university required
  • May consider an Associate’s Degree or related field of study from an accredited university with seven (7) years of minimum experience for all of the minimum experience requirements for the role
  • May consider High School Diploma or equivalent with nine (9) years of minimum experience for all of the minimum experience requirements for the role
• Minimum of five (5) years direct experience in an IT support role required
• Minimum of five (5) years enterprise laboratory systems experience (ie. LIMS, PEMS, Empower, etc) required
• Minimum of five (5) years standalone laboratory systems experience (ie. GC, FTIR, UV-VIS, Malvern, LAL, Tiamo, etc) required
• Experience with Windows