Hybrid DWO/TOQIT Technician

Sky Systems; East Hanover (NJ); Hybrid; USD 45,000 - 75,000; Full time

Job summary

A forward-thinking company is seeking a Hybrid DWO/TOQIT Technician to enhance IT operations and support users in a dynamic environment. This role involves building and maintaining PCs, troubleshooting technical issues, and providing outstanding customer service. You will collaborate with various teams to ensure compliance with industry standards while managing asset recovery and documentation. If you thrive in a fast-paced setting and are passionate about technology, this opportunity will allow you to make a significant impact on operational efficiency and user satisfaction.

Qualifications

• Strong knowledge of Windows and iOS operating systems.
• Hands-on hardware troubleshooting skills and experience with ServiceNow.

Responsibilities

• Build, configure, deploy, and maintain PCs and peripherals.
• Troubleshoot hardware, software, and connectivity incidents.

Skills

Windows

iOS

Office Suite

SharePoint

ServiceNow

Active Directory

SCCM

VPN

ITIL

Network Infrastructure

Education

Associate degree in IT

2 years of IT experience

Tools

ServiceNow

COMAP

Job description

Hybrid DWO/TOQIT Technician

Location: East Hanover, NJ
Duration: 3 to 6 months + (Potential to Extend)

Role purpose:

1. This role is responsible for building and supporting the day-to-day operations of all laptops and desktops in an operational environment.
2. Become visible and provide IT support to the customer, offering guidance and support as needed.
3. Have a solid understanding of working in a fast-paced environment, supporting onsite clients as well as home office users.
4. Provide off-hour, weekend, and vacation support for all operational assets and systems as needed.

Main responsibilities:

• Build, configure, deploy, and maintain PCs and peripherals specific to business users, manufacturing, and lab purposes.
• Adhere to scheduled appointments for asset recovery collections and e-waste processes.
• Troubleshoot hardware, software, and connectivity incidents to resolution.
• Support users remotely via Teams, Bomgar, or Remote Desktop.
• Manage inventory control and asset management.

Key Responsibilities

• Work collaboratively in a team-oriented environment with strong customer-service skills.
• Be self-motivated and able to prioritize tasks effectively in high-pressure situations.
• Support, manage, and optimize desktop configuration, including patch updates and hardware replacements with spares.
• Create build records, ensure GDP standards, and coordinate with lab teams.
• Track all activities via asset management systems and maintain relevant documentation.
• Manage SOPs and other documentation following GxP, GmP, and GDP practices.
• Analyze service calls for desktop devices to identify user training needs and automation opportunities.
• Coordinate logistics of equipment transfers and ensure proper quarantine following litigation processes.
• Provide guidance to clients and support ongoing projects in collaboration with other IT teams.
• Prepare hardware for reuse, including diagnostics and OEM ticket submissions.
• Assist lab personnel with account remediation and create backups of lab images and logs.
• Engage with vendors for new technology implementation, troubleshooting, and lab device setup.
• Perform IQ and OQ activities as needed, ensuring compliance with FDA, EMA, and CDC standards.
• Implement automation solutions to improve lab personnel workflows.
• Use COMAP for patch management based on vendor and software requirements.
• Perform other ad hoc activities, including SOP updates, qualification document reviews, and coordinating maintenance events.
• Engage with QC to ensure solutions meet business and end-user needs, managing requests and system implementations.

Technical Skills:

• Strong knowledge of Windows, iOS, or other operating systems.
• Familiarity with Office Suite and SharePoint.
• Experience with ServiceNow ticketing system.
• Hands-on hardware troubleshooting skills.
• Ability to read technical manuals and OEM guides.
• Knowledge of Active Directory, SCCM, or similar systems.
• Understanding of Skype, VPN, and mobile device support.
• Knowledge of IMAC, SLAs, Asset management, and ITIL.
• Basic understanding of network infrastructure, including DNS, proxies, and firewalls.
• Familiarity with LAN/WAN concepts and software distribution technologies.
• Understanding of GxP, GmP, and GDP practices.
• Strong communication skills and valid license required.
• Ability to lift up to 50 lbs.

Preferred Qualifications:

• Associate degree in IT or related experience.
• Minimum of 2 years in IT with excellent English skills.
• Knowledge of laboratory instruments and software.
• Experience troubleshooting and problem-solving.
• Experience with GxP compliance and Computer Systems Validation.
• Understanding of IT infrastructure and laboratory processes preferred.