- Entry level
- No Education
- Salary to negotiate
- South San Francisco
Primary duties consist of the application of systems analysis techniques, including consulting with users to determine hardware, software or system functional specifications for client computing technologies. Develops and tests customized and automated configurations and monitoring capability specific to business needs. Creates documentation and training material and trains support personnel. Evaluates, maintains, modifies and documents client computing device changes and root cause analysis. Provides tier-3 technical support, guidance and expertise for projects and initiatives. Can independently make decisions that impact the project level and influence decision makers. Acts as team lead supervising other team members and able to represent manager in meetings making decisions relating to area of subject matter expertise.
Troubleshoot multiple computer platforms: Windows, Macintosh, Linux, and Mobility Devices
Support GxP systems and devices in QC laboratories
Strong understanding of lab environments, GxP, system validation procedures
Partner with QC personnel for CSV activities
Project Manager for global IT initiatives and project documentation
Lead and Deliver technical solutions for IT lab systems
Coordinate with other site and corporate IT staff in the resolution of issues. Ensure that resolutions are consistent with standards and do not introduce additional conflicts
Document resolutions, workarounds, and frequently asked questions for problems and service requests
Execute the delivery of services per Service Level Agreements to customers in support of a 24x7 mission critical environment
Manage user accounts, access rights, device and print queues
Support Patching / Security for All Lab systems
Keep current documentation on systems, such as hardware and software manuals, system site guides, change control, license agreements, and service contracts
Communicates information, issues and potential solutions across project teams directly to customers
Ability to work in a team environment or independently with minimal or no supervision
Take the lead and represent departmental interests on project teams
Identify, develop and implement process improvement initiatives
Ability to influence key decisions within areas of expertise
Recognized as an expert in many specific technology areas
Establish a collaborative network of resources (which include RSC, LSA, FPP, Remote Site IT, Shared Service Centers, etc.)
Mentor and develop peers
Assist with new service pilots, deployments, and configurations
Serves as an HPSM SME:
Technical point of escalation
Understands and adheres to incident management, request fulfillment, and knowledge management processes
Problem/Escalation for specialty support team
Ensures tickets are assigned and routed to the correct groups to ensure compliance with departmental Service Level Agreements (SLAs)
Identify trends for incident tickets that have breached
Works with solution owner SMEs to document resolutions, workarounds, and FAQs within knowledge management solution articles
Evaluate New Technology and make recommendations
Minimum of 5 years of related experience.
Appropriate certifications for desktop and applications support
Must have: in-depth knowledge of PC and Mac software and hardware for both desktop and laptop machines, in-depth knowledge of Microsoft Office suite of applications, a good understanding of Group Policy Objects and locking down workstations.
Complete understanding and application of tools, principles, concepts, and techniques related to requirements, data, usability and process analysis. Intermediate level knowledge of other related disciplines.
Outstanding customer service and interpersonal skills.
Proven ability to work in a team environment.
Demonstrated skills in developing technical solutions to a wide range of difficult problems Solutions are imaginative, thorough, practicable, and consistent with organization objectives. Skilled in root-cause analysis.
Communicate clearly with technical and non-technical audiences, both verbally and written. Demonstrated communication and interpersonal skills (oral, written, telephone) including diplomacy, tact, and flexibility to interact effectively and respond to employees and outside contractors with technical and non-technical problems
Strong organizational skills and ability to prioritize tasks among many competing requests.
Powershell and other scripting abilities to administer and
About the company
Roche is a Swiss global health-care company that operates worldwide under two divisions: Pharmaceuticals and Diagnostics. Its holding company, Roche Holding AG, has bearer shares listed on the SIX Swiss Exchange.
The company headquarters are located in Basel and the company has many pharmaceutical and diagnostic sites around the world – including: Tucson, AZ; Pleasanton, CA; Vacaville, California, Oceanside, California, Branchburg, NJ; Indianapolis, Indiana; Florence, South Carolina; and Ponce, Puerto Rico in the US; Welwyn Garden City and Burgess Hill in the UK; Clarecastle in Ireland; Mannheim and Penzberg in Germany; Mississauga and Laval in Canada; Shanghai in China; Mumbai & Hyderabad in India; São Paulo and Rio de Janeiro, Brazil; Segrate, Milan in Italy; Johannesburg in South Africa; Karachi, Islamabad and Lahore in Pakistan. There are 26 manufacturing sites worldwide.