Tech Support Specialist at Softworld Inc

Job Title: Tech Support Specialist

Job Location: Deven MA 01434

Onsite Requirements:

• Software/Hardware Installation, Configuration, Troubleshooting, and Support (MS Windows, Apple/MAC, VMWare, Citrix)
• Experience supporting Industrial Manufacturing Plant Automation in Pharma, Biotech, or Life Sciences - Familiar with SOP's, FDA Regulated environments, clean rooms, etc…
• Great Communication Verbal/Written and good communication with leadership/other team members

Job Description:

• We are seeking a dedicated IT Tech Support Specialist to join our team for weekend and night shift coverage in a pharmaceutical environment.
• The ideal candidate will have experience with ServiceNow and possess strong technical and customer service skills.
• This role is crucial in ensuring the continuous operation and support of our IT systems during non-standard business hours, particularly in controlled and clean-room areas.

Key Responsibilities:

• Provide first-line technical support for hardware, software, and instruments to end-users during weekend night shifts.
• Utilize ServiceNow for incident management, tracking, and resolution of IT support requests.
• Troubleshoot and resolve issues related to operating systems, applications, and network connectivity.
• Escalate complex technical issues to higher-level support teams as necessary.
• Maintain accurate records of issues, resolutions, and actions taken in the ServiceNow system following GMP's and ALCOA+ practices
• Communicate effectively with end-users to understand their technical problems and provide timely solutions.
• Participate in the deployment and maintenance of IT equipment and software updates, ensuring compliance with pharmaceutical industry standards.
• Ensure compliance with IT policies and procedures, particularly those related to working in controlled and cleanroom areas.

Qualifications:

• Proven experience as an IT Tech Support Specialist or similar role.
• Proficiency in using ServiceNow for incident and request management.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with network troubleshooting and basic networking concepts.
• Excellent problem-solving and analytical skills.
• Ability to work independently and manage time effectively.
• Strong communication and interpersonal skills.
• Availability to work night shifts and weekends.
• Experience working in pharmaceutical environments and knowledge of cleanroom protocols.

Preferred Qualifications:

• Certifications in IT support or relevant fields (e.g., CompTIA A+, Network+).
• Experience with remote support tools and technologies.
• Knowledge of ITIL best practices.
• Understanding of GMP (Good Manufacturing Practice) and GxP (Good Practice) regulations.

Working Conditions:

• This role requires working night shifts and/or weekends.
• The position involves working in controlled and cleanroom areas, adhering to strict protocols.
• Physical ability to lift and move IT equipment as needed.
• Is necessary to work with clean room gowning

** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3^rd party subcontractors need not apply. **