IT User Support Coordinator - KY (Biotech)

Description:

The IT Support Associate will support Amneal employees by providing prompt support to troubleshoot and resolve day-to-day technology issues of our customers, including but not limited to desktop applications, custom applications, and computer hardware).He/she will be responsible for team members' computer and account management provisioning and de-provisioning as well as inventory management of equipment. Installation, configuration, and support of network resources including printers, VOIP phone system and other peripheral devices among many other tasks will be a part of daily duties. He/she will update and maintain the status of tickets within ServiceNow incident and problem management system. The IT Support Associate will work on all aspects of problem resolution for employees; this includes but is not limited to driving the resolution from IT Support teams, cross-functional organizations, and external vendors. Using their expertise, he/she will identify opportunities for continuous process improvements and if needed, partner with other Amneal technology teams to design, plan and implement a resolution.

Essential Functions:

• Provide routine support for end user with IT-related issues in a timely and professional manner.
• Follows standard help desk operating procedures to accurately log all requests using established request tracking software. Answers, evaluates and prioritizes incoming ticket requests for IT service in a professional, courteous manner.
• Set up and configure new computers. Install application software. Set up/remove user accounts on systems (network, email, phone, security, etc.). Track and update IT inventory.
• Resolves routine hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues.
• Performs first-line support and customer service with internal employees and external partners to resolve problems and to maintain high level of customer satisfaction
• Interfaces with department peers, internal employees, and external partners to escalate problems, issues, and communications appropriately.

Additional Responsibilities:

• Learns fundamental operations of commonly used software, hardware, and other equipment.
• Adheres to all confidentiality rules and policies.
• Follow all company and department policies and rules.
• Ensures that all problems are logged, resolved/assigned for resolution, prioritized and tracked, and communicated appropriately.
• Other duties as assigned.
• *FOR LABORATORY IT PERSONNEL ONLY* Provides support to the Laboratory Environment with IT related requests; Protocol execution for the Laboratory computers and softwares

 

Education:

• High School or GED - Required
• Vocational / Technical - Preferred
• Bachelors Degree (BA/BS) Information Technology - Preferred

Experience:

• 3 years or more in IT Experience or knowledge

Skills:

• Clearly and effectively communicate with customers both in writing and verbally. - Intermediate
• Maintains a high degree of professionalism while delivering outstanding Customer Service. - Advanced
• Work additional hours per business needs. - Intermediate
• Attends work regularly and on time. - Advanced
• Must be available over the company provided phone during off-hours - Advanced
• *FOR LABORATORY IT PERSONNEL ONLY* Knowledge of 21CFR Part 11, Data Integrity, Good Manufacturing Practices (cGMP), Good Documentation Practices (cGDP) and other regulatory requirements - Intermediate

Specialized Knowledge:

• Expert knowledge of operating systems (Win 7, Win 10) support and operations, Microsoft desktop applications, hardware, and peripherals.
• Strong knowledge of supporting both Windows desktops / laptops, Virtual Desktop Infrastructure(VDI), Apple products like Mac, iPhone and iPad as well as Android based mobile devices.
• Experience with Video Conferencing Technology is a plus.
• Strong understanding of Windows infrastructure and networking technologies
• Excellent understanding of both hardware and software systems
• Cisco VOIP phone system

Licenses:

• A+ CompTIA and/or N+ CompTIA Technical Certifications are a plus--Preferred
• Microsoft certificate for Windows 7 & 10 --Preferred

 

Amneal is an Equal Opportunity Employer that does not discriminate on the basis of sex, age, race, color, creed, religion, national origin, sexual orientation, gender identity, genetic information, disability, veteran status, liability for service in the U.S. Armed Forces or any other characteristic protected by applicable federal, state, or local laws.