Sr. Technical Support Analyst

Sr. Technical Support Analyst

Requirements

• Working knowledge of Microsoft 365 Admin tools.
• Intune or mobile device management systems.
• Service Now or other ticketing system experience required.
• PC imaging experience required.
• Basic problem-solving, analytical, and logical-approaching skills.
• Active Directory experience is a plus.
• LIMS and CRM experience is a plus.
• Associates degree plus 2+ years’ experience – or — 4+ years of relevant IT/OT support work experience.
• Experience at a manufacturing plant is a plus.
• Experience in high compliance industries (GMP) is a plus.

Responsibilities

• Documenting and optimizing Operational Technology (OT) systems that monitor and control business processes across our facilities located in Saranac Lake, NY.
• Responsible for on-site deployment and management of the OT systems through the lifecycle, ensuring adherence to cybersecurity, access management and in accordance with site operational standards (GMP).
• Facilitate communication between the business and IT to ensure adherence to standards and security practices.
• Oversee OT systems and ensure compliance.
• Communicate and coordinate with site management about changes and deployment processes.
• Works in conjunction with Quality Assurance to support the validation activities associated with OT to ensure compliance with applicable current Good Manufacturing Practice (GMP) regulations, corporate policies, and site Standard Operating Procedures (SOP).
• Ensure that Operational Technology (OT) remains in a consistent state of control in compliance with applicable regulatory and site standards.
• Primarily support users of the local business.
• Support remote locations as assigned.
• Take a lead role in the planning and execution of the IT environment with coordination of International IT management.
• Prioritize incoming incidents, requests, problems, and tasks to give realistic and reliable dates to the requestor.
• Analyze, monitor, and resolve those incidents, requests, problems, and tasks.
• Escalate when required to the appropriate global group or external vendor/customer.
• Track all steps through to final resolution in the ITSM system for traceability.
• Document resolution in the knowledge base when relevant.
• Follow up with the requestor to confirm the resolution provided.
• On-site support may require business travel to other locations.
• Will work on-site a minimum of 3 days/week.
• Accomplish tasks independently and be able to follow complex procedures.
• Co-work with other support members located globally.
• Work globally in teams to provide/establish global standards.
• Coordinate local/global IT project tasks with global IT team.
• Evaluate resolutions and find ways to prevent future issues (root cause analysis).
• Onboarding and training of new IT Support staff.
• Coordinate projects.
• Continuously looking for improvement in IT-related areas to increase business efficiency.
• Prepare site notices, user guides and training to inform users about IT topics.
• Serve as the IT representative at the local site by regularly communicating with users.
• Follow local purchase order processes to acquire OT/IT assets.
• Provide local site OT/IT budget forecast proposal (capital and expense) including monitoring and documentation.

Preferred Qualifications

• Experience at a manufacturing plant is a plus.
• Experience in high compliance industries (GMP) is a plus.