What are the responsibilities and job description for the Research Infrastructure Support Technician position at Saint-Gobain Research North America?
Saint-Gobain Research North America is seeking a motivated Research Infrastructure Support Technician to join our Northborough, MA R&D facility.
The Research Infrastructure Support Technician is responsible for working with the IT Manager to maintain and support the infrastructure of our R&D laboratory facilities. This role involves working closely with both the R&D IT Management and research teams to ensure that the network, computer, and analytical test equipment function to meet our business customer’s needs. The job requires the ability to troubleshoot a variety of computer connected systems, and work with outside OEMs to troubleshoot both existing and new computer-based equipment. The ideal candidate will have a strong curiosity, technical background, excellent problem-solving skills, and the ability to work effectively in a fast-paced environment.
Essential Functions
Technical Support: Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware and networks. Assist SGRNA IT manager to work as an interface between the central IT organizations and the R&D teams. Image new industrial computers to meet Saint-Gobain ITSNA security and software standards.
System Maintenance: Perform regular maintenance and updates to ensure industrial systems are running smoothly. Work with SGRNA IT Manager to ensure R&D infrastructure follows ITSNA standards and security compliance requirements including the 28 Minimum Security Rules for Industrial Systems. Provide backup and recovery services for laboratory computer-based systems.
Troubleshooting: Work with equipment vendors and laboratory stakeholders to diagnose and resolve IT system issues promptly to minimize downtime and ensure continuity of services.
Project Execution: Assist SGRNA IT Manager and laboratory owners with computer system specification and implementation while ensuring corporate standard and cybersecurity is maintained.
Documentation: Maintain logs of support requests and document resolutions for future reference. Document laboratory computer and network systems to ensure support coverage can be maintained.
IS THIS JOB FOR YOU?
Required Qualifications
Bachelor's degree in Computer Science, Information Technology, or other related fields with 1-3 years’ experience as a Technical Support Analyst or similar role.
- Solid understanding of computer systems, networks, and information technology required.
- Experience with Microsoft Windows operating systems, Windows 10 and above required.
- Customer service focused, strong communication skills and ability to work well with others.
- Ability to diagnose and resolve technical issues particularly with non-standard devices used in the research or manufacturing environments.
- An understanding of network infrastructure and network hardware.
- Strong understanding of Office 365 applications with emphasis on Excel skills.
- Knowledge of backup software and disaster recovery procedures for desktops and servers preferred.
- Understanding of Microsoft SQL databases and ETL processes for data collection preferred.
- Knowledge of scripting languages such as Python or PowerShell, preferred.
- Knowledge of Basic Linux administration with RedHat preferred.
LEGAL STATEMENT
Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.
