Desktop Support Engineer- Lab IT Support

Cognizant; Danvers (MA); On-site; USD 55,000 - 59,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Job summary

Cognizant is seeking a Desktop Engineer- Lab IT Support in Danvers, MA to maintain and support manufacturing and lab IT systems and devices on the production floor.

You will troubleshoot AV and network devices, manage IT assets, ensure GMP/GxP compliance, and coordinate with vendors for downtime, patching, and change control.

Qualifications

• Experience supporting manufacturing/lab IT systems and devices.
• Familiarity with GMP/GxP environments and clean room manufacturing settings.
• Strong problem-solving for IT devices, mobility support, and AV equipment.
• Advanced communication to coordinate with networks, servers, and OEMs.

Responsibilities

• Support overall lab IT systems and IT devices on the manufacturing floor.
• Troubleshoot IT devices, AV equipment, and network connectivity.
• Manage IT asset lifecycle, inventory, imaging, and disposal.
• Coordinate with vendors for downtime, patching, and change control.

Skills

Manufacturing Lab Experience in Pharma

Desktop Support

Job description

Job Title: Desktop Engineer- Lab IT Support

Applicants must be authorized to work in the US without sponsorship.

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

Technician Skillset Required

• Experience in supporting overall manufacturing / lab IT systems and IT devices.
• Familiarity with manufacturing, lab and Data Center IT equipment
• Includes but is not limited to scanners, printers (Zebra, etc..), tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc..
• Advanced Troubleshooting / Problem Solving capabilities for AV devices (projectors, microphones, speakers, amplifiers, cameras, and displays)
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management
• Advanced communications skills to work with multiple teams (Network, Server) and/or OEMs on high priority issues.
• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center
• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.
• Basic Troubleshooting / Problem Solving capabilities (L1 level) for network devices which includes rack and stack (Routers, Switch, Firewalls, Wireless Access points)
• Knowledge / Understanding of GMP and GxP
• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment.
• Strong focus on quality and attention to detail
• Provide smart Hands and Feet support for Technology team on demand
• Rack and Stack Support for commissioning/decommissioning infra devices to be provided.
• Provide physical access to vendors on demand for site/Communication rooms – IDF/MDF/MMR and Data Center/Server room.
• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center
• Printer Management/usage monitoring and coordinate with Vendors to ensure print services continuity.
• Co-ordination for cable patching with Vendors or enable on demand.
• Ensure basic Network connectivity (LAN), Wi-Fi access / Video Tandberg / Printer/ Voice are available at site
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management
• Installing and configuring hardware and software components to ensure usability by end users
• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates
• Experience in supporting overall manufacturing / lab IT systems and IT devices
• Familiarity with manufacturing, lab or distribution center IT equipment
• Includes but is not limited to scanners, printers (Zebra, etc..), rugged tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc..
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident
• Advanced communications skills to work with multiple teams and/or OEMs on high priority issues
• Advanced Microsoft skills (server support, etc.)
• Knowledge / Understanding of GMP and GxP
• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment
• Strong focus on quality and attention to detail

Additional Site requirements:

• Safety training and proper PPE and/or Lab requirements always apply
• Understanding of GMP / GxP environment
• PCs / Servers cannot have any sort of maintenance or patching without approved change control windows
• No systems or devices should ever be rebooted without proper approvals
• Often MLL sites may have isolated networks
• Understanding of what critical support means during a P1 or P2 event (i.e. proactive support – spares, crash carts, etc..)
• Ensure best practices are followed and understood:
• 5S (LEAN) or similar methodology in IT rooms / Datacenter
• Requirements to enter a clean room
• Proper entry procedures, proper gear, etc..
• Safety protocol for moving IT equipment around the building (carts, trikes, push carts, etc..)

Mandatory Skills

Mandatory Skills

(Top 5 Keywords or skills)

Skill Proficiency

Years of Experience

Basic Knowledge

Medium

Expert

Manufacturing Lab Experience in Pharma

3

4/5

Desktop Support

4

4/5

Salary and Other Compensation

The annual salary for this position is between $55,000 to $59,000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.