Desktop Support Engineer

Digitive - Spring House, PA

Full-time

Spring House, PA

Administrative and Support Services

About the position

The Desktop Support Engineer will provide on-site Level 2 support for MLL systems and connected peripherals in a Life Science Manufacturing environment. This role involves diagnosing and resolving hardware, software, and network-related issues while adhering to compliance and quality processes. The engineer will utilize ITIL principles in IT Service Management to manage incidents and ensure secure operations behind firewalls, all while maintaining meticulous documentation and contributing to continuous improvement initiatives.

Responsibilities

• Provide on-site Level 2 support for MLL systems and connected peripherals.
• Diagnose and resolve hardware, software, and network-related issues in manufacturing, distribution, and R&D environments.
• Adhere to GxP guidelines, SOPs, Work Instructions, and security policies.
• Utilize ITIL principles in IT Service Management to manage incidents, problems, and changes effectively.
• Support systems behind firewalls and troubleshoot connectivity issues.
• Apply critical thinking skills to analyze complex problems and implement effective resolutions.
• Maintain comprehensive documentation of MLL systems and support procedures.
• Assist in tracking and managing MLL assets, including hardware and software.
• Participate in continuous improvement initiatives to optimize processes.

Requirements

• 4+ years of experience in IT support, focusing on Level 2 support in OT environments within regulated industries.
• Bachelor's degree in information technology, Computer Science, or a related field preferred.
• Proficiency in Windows operating systems, especially in environments connected to laboratory or manufacturing equipment.
• Strong understanding of network principles and experience managing systems behind firewalls.
• Experience with ITSM tools, preferably ServiceNow, and following ITIL processes.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Windows Server, ITIL Foundation) are highly desirable.

Nice-to-haves

• Experience in pharmaceutical or medical device industries.
• Knowledge of cloud services and Active Directory.