IT Desktop Support (Pharma / Lab Support)On-site in São Paulo, BrazilLong-term/on-going contractLanguage: EnglishRole purpose:This role is responsible for building and supporting day-to-day operations of all laptops and desktops in an operational environment.Provide IT support to the customer and offer guidance and support as needed.Have a solid understanding of working in a fast-paced environment, supporting onsite clients as well as home office users.Off-hour, weekend, and holiday support for all operational assets and systems as needed.Main responsibilities:Build, configure, deploy, and maintain PCs and peripherals specific to business users, manufacturing, and lab purposes.Adhere to scheduled appointments for asset recovery collections and e-waste processes.Ability to troubleshoot (hardware, software, and connectivity) incidents through to resolution.Support users remotely utilizing Teams, Bomgar, or Remote Desktop.Inventory control and asset management.Key Responsibilities:Experience working in a team-oriented, collaborative environment with strong customer-service orientation.Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.Supports, manages, optimizes, and maintains the configuration and installation of the desktop, including patch updates and hardware replacements.Create build records. Ensure GDP standards, sign, and send to lab teams.Track all incoming/outgoing activities via the client's asset management system. Maintain Excel/SharePoint trackers on all equipment, as well as in the client's asset management system.Manage and maintain relevant SOPs and other documentation e.g., Knowledge Base articles following GxP, GmP, and GDP practices.Analyze client service calls for desktop devices and incident data to identify and advise clients of any potential user-training requirements and automation to drive continuous service improvements.Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Follow litigation processes to ensure all equipment is quarantined properly.Provide guidance to clients and support projects in progress in collaboration with other IT organizations. Interface and collaborate with other teams for issue resolutions.Clean and prepare all hardware for reuse, which includes running diagnostics and submitting OEM tickets for repair.Assist lab personnel with remediation of machine and software accounts.Create automatic backups of lab images and account access logs.Meet with vendors pre-implementation of new technology and ensure client IT standards are met.Work with vendors on troubleshooting and implementation of lab devices.Perform IQ and OQ activities where needed.Ensure all quality standards are met to comply with FDA, EMA, and CDC standards.Use knowledge of technology to implement new automation and quality of life for lab personnel.Utilize COMAP to ensure only proper patching is sent to devices based on vendor and software needs.Other ad hoc activities and reporting as required, including updating, reviewing, and approving SOPs.Review and approve qualification documents.Coordinate and manage the deliverables of monthly maintenance events.Engage with Quality Control (QC) representatives to ensure solutions are delivered and maintained to meet business goals and end-user needs.Support QC business by managing QC requests in a timely manner.Coordinate, prioritize, and manage the QCIT deliverables for new system implementation.Technical Skills:Solid knowledge of Windows, iOS, or other computer operating systems.Understanding of Office Suite and SharePoint Technologies.Experienced in Service Now ticketing system.Hands-on hardware troubleshooting experience.Ability to read and understand technical manuals, procedural documentation, and OEM guides.Knowledge of Active Directory, SCCM, or other user and asset rights or deployment systems.Good understanding of Skype, VPN, and mobile device support.Knowledge of IMAC, SLAs, and asset management, ITIL.General understanding of network infrastructure of DNS, proxy servers, and firewalls.Basic knowledge of LAN/WAN setups and concepts.Knowledge of software distribution, patching, and imaging technologies desirable.Understand and follow GxP, GmP, and GDP practices.Must have solid soft skills and be a good communicator.Must have a valid license.Ability to lift 50 lbs.Preferred Qualifications:Associate degree in an IT-related field or working experience.At least 2 years of working experience in information technology. Excellent knowledge of English language (written and spoken).Strong knowledge of laboratory instruments and related software applications.Experienced with troubleshooting and problem-solving.Experienced with GxP compliance and Computer Systems Validation.Working understanding of IT infrastructure and architecture. Knowledge of laboratory processes preferred.Seniority Level: AssociateIndustry: IT Services and IT Consulting, Pharmaceutical ManufacturingEmployment Type: ContractJob Functions: Information TechnologySkills: Desktop Support, GxP, Laboratory Skill
#J-18808-Ljbffr