Provide dedicated and focused technical support on the unique IT architecture, hardware and software solutions supporting the manufacturing plant located in Noblesville, IN. Participates in IT's responses to production issues and works closely with the Service Desk on reported incidents or requests that involve the plant's restricted areas and isolated network. Receives work primarily through the ServiceNow ticket system. The position reports to the North America Infrastructure and Network Manager.

Schedule: Monday - Friday 8am - 5pm

• Provides dedicated technical support, installation and configuration services primarily through in bound ServiceNow tickets on IT provided solutions and infrastructure connectivity enabling plant production, which includes unique desktop systems, software, telecommunications and manufacturing systems.
• Assist in troubleshooting and resolving various technical manufacturing related problems and answering internal and/or vendors queries from specific technology areas such as computer hardware, software, and telecommunications systems.
• Install, configure, qualify, and support Lab and MFG focused IT products and solutions for pharmaceutical manufacturing plant systems.
• Supports short & long-term IT project deliverables of manufacturing systems solutions for the company.
• Provide support and documentation for incidents and problems as required.
• Participates in request fulfillment on activities and tasks that require the specific knowledge of plant IT infrastructure, network permissions or physical plant access capabilities of the Manufacturing Technical Support Analyst. Works with both Service Desk and team supporting ServiceNow to ensure Service Catalog fulfillment workflows supports local fulfillment activities. Areas include, but are not limited to, adding and modifying user permissions and profiles in the restricted network, customizing and deploying workstations to plant employees and in shared locations, such as labs, and installing specialty printers.
• May be assigned to work with Tier 3 engineers and technical owners as new technologies or procedures are being implemented that affect or impact the manufacturing infrastructure. Responsible for providing plant-specific requirements to the IT resources working on solutions, learning the new technologies, modifying procedures, participating in implementing new technologies, communicating changes, and updating procedures and documentation.
• Maintains accurate and timely updates to tickets; uses and contributes knowledge to an internal knowledge base, documenting procedures for installation and troubleshooting.
• Independently identifies, troubleshoots, documents, and resolves issues, collaborating and escalating complex problems according to escalation procedures, including appropriately identifying the level of urgency.
• Knows when to escalate to resolve issues impacting manufacturing capabilities, ensure adherence to security, compliance, or other internal policies.
• Alerts management and appropriate IT resources to recurring problems and patterns of problems.
• Provide global Service Desk team with information, documentation and training to support timely troubleshooting and escalations to Manufacturing Technical Support Analyst or other IT specialists providing manufacturing support.
• Assist local Service Desk Technical Support Analyst(s) as workload or staffing requires to ensure appropriate local support.
• Participate in Critical Incidents impacting manufacturing operations by participating in on-call rotation, acting as liaison between Incident Manager and stakeholders when issues are reported, ensuring tickets are updated and communications are made as appropriate to end users, Service Desk and executive stakeholders.
• Participate in staff meetings and team meetings as required.
• Participate in a development planning process where employee career goals are defined & understood and development activities are incorporated into the employee objectives.
• Other duties and projects as assigned with or without accommodation.

• Two-year technical or Associates degree in computer science, information technology, business, or related discipline; equivalent work experience acceptable in lieu of degree. Bachelor's degree in computer science preferred.
• 6 or more years in a manufacturing environment supporting role that demonstrates success in troubleshooting and solving hardware, software and network issues, both desk side and remotely and deliver consistent performance, productivity and adaptability in a highly pressure, fast paced environment.
• Effective communication skills to work/coordinate with a global IT organization.
• Experience using Active Directory.
• Microsoft Windows Certified Professional or equivalent experience.
• Fundamental network knowledge.
• Knowledge of Microsoft Office both client and hosted (Office 365), including installation and configuration of systems.
• Fundamental knowledge of operating systems and desktop hardware.
• Experience installing software / applications.
• Working knowledge of remote connectivity tools (Teams, Remote Assist, etc.).
• Working knowledge of imaging, installing, configuring and troubleshooting computers in a managed Windows network environment.
• Knowledge of computer hardware and software as well as general office equipment including copiers, faxes, scanners, tablets, smartphones, etc.
• Experience supporting telephone systems.

Preferred:

• Experience in system administration including Office 365 and Active Directory
• Knowledge of TCP/IP protocols
• Experience with VMWare virtualization software
• Experience supporting manufacturing control systems
• Experience with GxP related activities

Working Conditions:

• Willingness to work in plant producing radioactive materials and requiring all employees to participate in safety programs designed to minimize potential and/or actual exposure levels.
• Responsibilities include the ability to lift up to 70 pounds, kneeling, crouching, twisting the upper body, walking, bending, stooping, pushing, pulling, reaching, must be able to physically negotiate stairs and evacuation ladders with or without accommodation, wear and operate safety equipment, enter vessels, and inspect equipment.
• Material handling devices (e.g., hand truck, fork truck, and conveyors) are used when possible, however, use of proper lifting and movement techniques is necessary to prevent injury.
• Must be willing to wear a variety of Personal Protective Equipment (PPE) and hearing protection as needed.
• May be required to sit or stand for long periods of 8+ hours a day while performing duties.
• Must possess good hand-eye coordination; close attention to detail is required.
• Must be able to work indoors and outdoors with exposure to mechanical/moving parts, hazards including corrosive, flammable and toxic material, dust, dirt, odors, and irritants.
• Willingness to complete safety training within allotted timeframes, and work in a team-based environment.
• Must be able to work outside of regular work hours, including off shift, weekend, and holiday work as business needs require.