Responsibilities
Location Boston, MassachusettsUS
Job ID REQ-052636
Key Responsibilities:
Document procedures, policies, troubleshooting and best practices
Execution of Peer reviews of PerkinElmer related checklists for Commissioning, Decommissioning and AIQ tasks.
Escalates IT issues that are not resolved via regularly identified support channels.
Manage ServiceNow requests and incidents to SLA
Acts as an interface between client, business and corporate IT teams.
Conduct daily ticket scrums
Provide weekly/monthly/quarterly/yearly agreed upon governance reports
Conduct regular 1-1s with team members
Work collaboratively with the account and product managers
Implements, monitors and provides technical support of customer laboratory IT environments, typically integrated with instrumentation
Implements customer specified benchtop computing design and processes
Administers and assures connectivity of customer's Windows based platform
Conduct and maintain inventories of client systems
Support of the operating system, desktop hardware and peripherals, instrument-controlled software, core desktop applications and imagining of computers
Manage On-boarding, retirement and relocation of equipment
Implements Windows based security, including but not limited to: user / group permissions, file / folder permissions, group policies, local security policies, etc.
Analyzes, identifies, and implements enhancements, upgrades and/or solutions to improve the overall support of the desktop platform in a timely manner
Acts as the technical support contact for instrument vendor
Repairing and troubleshooting instrument related computers and escalating issues to the client infrastructure teams
Provides technical support for new system validations and change management efforts
Create and maintain a physical inventory of lab equipment, PC's, software and any other information specified by the client
Ensure weekly Engineer reports are received by COB on the last business day of the week
Acts as client Liaison for software/hardware related inquiries
Participate in client team meetings
Hire new staff, perform regular performance reviews, provide coaching as required
Work with Delivery and Product Managers to develop and grow the service
Provides support across all PerkinElmer Enterprise practices as required
Act as the technical expert to handle escalations and be a mentor to junior team members
Complete administrative tasks to maintain compliance with PerkinElmer time and attendance standards and ensure employee completion
Critical Skills:
Excellent customer service skills complimented by an ability to listen to and interpret client requests.
Ability to troubleshoot complex instrument and technology issues.
Strong verbal and written communication skills.
Ability to identify, track and complete tasks for multiple projects under prescribed timeframes.
Knowledge of laboratory safety practices.
Basic Qualifications:
Bachelor's Degree
5+ years of relevant technical experience in lab IT or regulated IT environment
2 + years of supervisory experience in IT
Preferred Qualifications:
Experience in a Lab GxP environment if applicable
Experience with scientific instrumentation
Experience in SOP creations and change control management if applicable
Experience as team lead in an IT environment
Other Requirements:
Must be able to remains in a stationary position more than 25% of the time
The person in this position needs to occasionally move inside and outside labs
Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
Regularly move or lift up to 25 pounds and occasionally move or lift up to 100 pounds
Specific vision abilities required by this position include without limitation, the ability to observe details at close range (within a few feet of the instrument), distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
The annualcompensation range for this full-time position is $99,840.00 to $149,760.00 The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.