We are looking for a Second Shift IT Technical Support Analyst to provide reliable IT support during evening operations. This role is responsible for installing, maintaining, upgrading, troubleshooting, and improving end-user technology, including computers, phones, printers, scanners, audio-visual systems, and business applications. The position requires the ability to work independently, collaborate effectively with IT team members and site departments, and help ensure that IT systems remain secure, available, and effective for business operations. This role also supports compliance with site policies and Good Manufacturing Practice (GMP) requirements.
Duties and Responsibilities- Provide support for the technical area of expertise during second-shift operations, including end-user hardware, software, mobile devices, phones, printers, scanners, Microsoft Teams, and hardware used across the site, including in office, lab, and manufacturing areas
- Participate in IT and site project teams as needed, including adherence to IT project management methodologies
- Provide technical guidance to other staff members and users as appropriate during second-shift coverage
- Identify technical support trends, determine root causes, and recommend potential solutions
- Maintain accurate and thorough inventory of IT hardware and software systems and assist with asset lifecycle activities
- Engage vendors in ongoing support and maintenance of IT hardware and software
- Adhere to all IT Service Management documentation requirements in the ITSM tool, Jira, and similar systems of record, including Incident, Request, Change, and Inventory and Asset Management activities
- Actively research and contribute knowledge articles for site-specific and enterprise IT support
- Monitor, troubleshoot, resolve, and escalate incidents and service requests promptly to minimize disruption to business operations during evening hours
- Move between office, laboratory, and manufacturing support areas as needed to provide onsite assistance while following site policies and GMP requirements
Qualifications- Bachelor's degree in computer-related field preferred, or equivalent combination of education and experience
- 5+ years of relevant technical support experience; second-shift or service desk experience preferred
- Strong knowledge of hardware, software, audio-visual, mobile, and workplace computerized systems and related technology platforms in use office, lab, and manufacturing environments
- Strong troubleshooting, communication, and customer service skills
- Good understanding of validated systems, quality systems, or GMP-regulated support environments preferred
- Technical certifications are a plus
Working Conditions- Normal office working conditions: computer, phone, files, copier
Physical RequirementsBase Pay Range
$85,000 - $105,000
Disclosure Statement
Rentschler Biopharma, Inc is committed to fair and equitable compensation practices. The base pay range listed for this position is the anticipated annual base salary range the organization reasonably, and in good faith, expects to pay for this position at this time. Actual compensation is determined based on several factors that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other application factors permissible by law. The annual base salary is just one component of our Total Rewards package, which also includes our annual discretionary bonus program, medical insurance, our generous 401K program, plus a host of other benefits to aligned to support our employees' personal and professional wellness. The salary pay range is subject to change and may be modified at any time.
