Systems Administrator III

Job Overview:

Responsibilities:

• Provide third level insight and convey resolutions to customer issues. Manage and support PII network on premises and remote users. Assist users with basic computer needs when their IT equipment malfunction. VPN client troubleshooting for remote users and use of Helpdesk Remote PC for remote user troubleshooting.
• Manage tickets that have been escalated by Tier I and II helpdesk Analysts. Monitor Freshdesk help support incoming emails. Provide support and expertly handle of incoming users' tickets to Freshdesk quickly and efficiently. Ensure all helpdesk service requests are acknowledged and have been responded to within agreed SLA's. Effectively communicate with company staff using internal communication guidelines and workflows on ticket status, next steps, progress, and resolution.
• Mentor and aid in training Tier I & II technicians
• Provide prompt, courteous response to customer requests within departmental SLA guidelines and engage collaborative efforts with peer teams and other constituents in a timely manner to maintain SLA metrics for incident resolution.
• Maintain the front-end IT infrastructure (workstations, monitors, docking stations, other IT peripherals, printers, VoIP, access control, business applications etc.) and ensure their reliability. Install operating system and firmware updates on PII laptops, desktops, printers, peripherals and conduct other required software updates to ensure they remain up to date.
• Some troubleshooting of network devices (Firewalls, Routers, Switches, etc.) may be required. Limited Server maintenance may be required.
• Provide support to Network and System Engineers and Tier I/ Tier II staff when required.
• Provide telephone, virtual, or in-person training to the users of IT systems when required.
• Maintain and update IT SOP and other procedure documentation as required. Ensure documentation remains correct and all items are properly documented.
• Work with senior IT staff to ensure IT data closets, server rooms are neat, organized, and free of dust and trash.
• Maintain and update existing IT Freshdesk ticketing system. Ensure Freshdesk information remains correct, and all items are properly inputted and updated. Provide reports as requested by IT senior staff.
• This role routinely uses IT infrastructure devices such as routers, firewalls, switches, access points, servers, backup devices, camera systems, door access systems and all other IT related equipment.
• Driving, walking between buildings for helpdesk requests as required.
• Perform other duties as assigned.

Qualifications: 

• Bachelor's degree in Information Systems or Associates degree, or equivalent combination of education, training and professional experience that provides the individual with the required knowledge, skills, and abilities.
• Minimum 4 years of experience in providing technical customer support and training in IT technologies.
• Demonstrated technical knowledge of aseptic processing in cleanroom environments is a must.
• Demonstrated experience with good documentation practices.
• Demonstrate the ability to accommodate non-routine work schedules, and be able to respond to call-ins.
• Demonstrate the ability to establish good working relationships with other departments, including vendors, colleagues, and subordinates.
• Demonstrate the appropriate technical knowledge necessary to make sound decisions on development issues with minimal supervision.
• Demonstrate the ability to analyze data and information and assess and resolve complex problems/issues as required.
• Must be able to comprehend and follow all applicable SOPs.
• Demonstrate ability to acquire the appropriate knowledge from resources with electronic Quality Management Systems such as MasterControl and Trackwise.
• Demonstrate ability to acquire the appropriate knowledge from resources on the current federal, local, and international regulations regarding the production, testing, and release of drug substances and products.
• Good understanding of cGMPs, industry, and regulatory standards and guidelines.
• Demonstrate familiarity with Microsoft programs like Word, Excel, PowerPoint, Project, Teams, Outlook, etc.
• Demonstrate the ability to portray the appropriate level of integrity and professionalism.
• Demonstrate the ability to communicate effectively with management, staff, regulators, and client representatives in written and verbal formats.
• Demonstrate the ability to complete tasks accurately and according to established and shifting timelines.
• Demonstrate the ability to make quality scheduling, resource allocation, and priorities decisions.
• Energetic, execution-focused, self-motivated, and organized individual who is accustomed to working in a deadline-focused, high-pressure entrepreneurial environment.
• Results-oriented and efficient.
• Creative and open-minded who fosters an environment in which sharing of ideas is encouraged.
• Demonstrate the ability to work closely with a diverse customer and employee base (internally and externally).
• Demonstrate the ability to work well in a cross-functional team environment.
• Must communicate fluently in English and have legible handwriting.

Physical Demands: 

• Ability to maneuver under desks to fix/install equipment.
• The position requires maintaining minimum 40 hours per week and the ability and willingness to work occasional flexible hours including early mornings, late evenings and weekend work as required.
• Ability to travel between and within facilities to visit staff, operations, and projects, as needed.
• Ability to sit, stand, climb stairs, and climb ladders to mezzanines (when necessary).
• Ability to lift up to 40 pounds on occasion.
• Ability to use PPE (safety shoes, goggles, respirators, gloves, etc. when necessary).