Lab IT Escalation Engineer (GxP)

1000 Merck Sharp & Dohme LLC; West Point (PA); On-site; USD 87,000 - 137,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid holidays

Vacation

Sick days

Job summary

MSD is seeking a skilled Lab IT professional to provide Tier 2 & 3 support for laboratory IT systems across R&D, Quality, and Manufacturing. You will work closely with scientists, lab operations, QA, vendors, and global IT teams to ensure reliable, compliant, and secure services.

The role emphasizes troubleshooting, problem management, and continuous improvement in GxP and non-regulated labs, including SOP development and validations support.

Qualifications

• Bachelor's degree or equivalent experience in IT/CS.
• 3–5 years of experience supporting regulated lab IT systems (GLP/GMP documentation).
• Hands-on with Windows & Linux, Active Directory, and endpoint management tools.

Responsibilities

• Resolve issues for laboratory systems, instruments, and software.
• Escalate complex incidents; perform root cause analysis and implement corrective actions.
• Support laboratory environments with data integrity, cybersecurity, and quality requirements.

Skills

Availability Management

Change Controls

Corrective Action Management

Escalation Management

GxP Regulations

Incident Management

Laboratory Instrumentation

Laboratory Operations

SLA Management

Root Cause Investigation

Education

Bachelor's degree in IT/CS

Tools

Windows

Linux

Active Directory

Endpoint Management Tools

LIMS

ELN

CDS platforms

Procmon

Event Viewer

Job description

MSD is seeking a skilled Lab IT professional to provide Tier 2 & 3 support for laboratory IT systems across R&D, Quality, and Manufacturing. You will work closely with scientists, lab operations, QA, vendors, and global IT teams to ensure reliable, compliant, and secure services.

The role emphasizes troubleshooting, problem management, and continuous improvement in GxP and non-regulated labs, including SOP development and validations support.