What are the responsibilities and job description for the IT Help Desk Specialist position at Search Solution Group?

Job Description

SHIFT - M-F 8AM – 4PM CST (Onsite) ;IT Lab Support Specialist, Madison, WI ;POSITION- "The IT Lab Support Specialist " The role primary function is to initiate, plan, execute, and ensure the timely completion of IT-related tasks for this project.Will work directly with site various department within the Madison site (IT, Engineering, Facilities, Quality) functional business leaders, and Global IT teams to ensure each are delivering appropriate service levels to support project timelines and deliverables..IT Project Management . Develop, execute, and monitor project chedule to deliver projects under tight timelines and prepare and issue requests for quotation and scope of work documents.

Provide timely, formal, and professional updates on project status including Scope / Schedule / Budget and identify and train a backup employee to cover in times when needed.

Document and follow up on important actions and decisions from meetings. Support the project / program managers in ensuring that project deadlines are met. Provide administrative support as needed and undertake project tasks as required. Support project managers in the identification and management of issues and risks. Serve as the point of contact for IT escalation for site stakeholders Engage all areas within IT to ensure the customer is receiving the services required.

Interact with clients to process service requests or resolve technical problems.
Research, evaluate, and provide technical solutions to address defined business requirements.
Effectively manage internal and external IT support, contractors, and vendors.
Understand advanced user technology issues and provide solutions based upon basic proven methods.
Perform other responsibilities as assigned and must be able to work extended hours, weekends as needed, especially when problems occur or when deadlines must be met.
Bachelor’s degree (required) in business administration, and / or management information systems. Equivalent IT work experience will be considered.

Knowledge / Skills Requirements :

Experience with managing GxP-regulated system projects.

5 years project management experience, including budget accountability.

5 years’ experience as an IT professional.

Experience with network, telecom, & server support.

Experience participating in or leading daily stand-ups and cross-functional meetings for nimble, fast-moving teams. Knows when / how to escalate.

Professional Project Management Qualification is considered an asset.

Proven ability to motivate colleagues and manage stakeholder priorities in a deadline-oriented environment.

Capable of working well under pressure; highly organized with ability to focus on priorities.

IT Service Delivery and ITIL experience preferred.

ServiceNow or similar ITSM tool experience preferred.

Experience in biotech, pharma or life sciences manufacturing and lab with an understanding of what is required in a Good Manufacturing Process (GMP) environment.

Experience with manufacturing and laboratory systems in a pharmaceutical environment.

Demonstrated leadership of IT Project Management, analytical, strategic, problem-solving experience, displaying an ability to work effectively within complex decision making and organizational structures.

Ability to communicate ideas in both technical and user-friendly language with the demonstrated ability to teach and share knowledge with others in a clear and concise manner; along with the ability to communicate complex technical information to both small and large groups and to handle questions in a commercially astute and sensitive manner.

Highly self-motivated and directed with the ability to manage and prioritize multiple rojects / work streams simultaneously.

Strong written and verbal communication / presentation skills.

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IT Help Desk Specialist

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