Desktop Support - Lab IT Customer Support Engineer

Palo Alto CA US
Sep 28, 2016
Dec 05, 2016
Organization Type
Full Time
Position Title: Lab IT Customer Support Engineer(Desktop Support)
Location: Palo Alto, CA
Type of Assignment: Contract  

Job Description:
  • 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
  • Develops, documents, and conducts periodic inventories of client systems while sharing significant knowledge of the operating system, desktop hardware and peripherals, enterprise print strategy, management tools, application packaging, desktop tool development, software distribution, and core desktop applications
  • 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
  • Ensures adherence to client’s corporate policies through periodic reporting and compliance programs
  • Acts as the technical support contact for field service engineers, repairing and troubleshooting client instrument and information technology issues
  • Provides technical Subject Matter Expertise for new system validations and change management efforts
  • Develops and works with management to implement training plans for Services personnel
  • Develops course material and conducts training sessions on lab computing processes, strategies, solutions, and enhancements as needed
  • Document procedures, policies, troubleshooting and best practices
  • Create and maintain a physical inventory of lab equipment, PC’s, software and any other information pertinent to the environment
  • Submit weekly Engineer reports to the team lead by COB on the last business day of the week
  • Draft validation and compliance documents supporting GxP computerized systems, and relevant infrastructure, including those related to compliance evaluation, and validation. Examples include SOPs, qualification protocols, risk assessment, Impact Assessment, functional and design/configuration specifications, Test plans, and change controls.
  • Acts as Liaison for software/hardware related inquiries
  • Escalates IT issues that are not resolved via regularly identified support channels.
  • Acts as an interface between client, business and corporate IT teams.
  • Creates and maintains accuracy inventory of lab equipment, PC’s and software
  • Participates in client team meetings
  • Provides support for CLIO and Scientific Services as required
Qualifications, Skills & Experience:
  • Bachelors of Science in Computer Science, Life Science or equivalent industry experience
  • 2+ years of relevant technical experience including (but not limited to); Windows technologies, networking, remote computing and backup systems
  • Experience with virtual machine support
  • Experience with scientific instrumentation