Technical Support Specialist

BCforward; Raleigh (NC); Hybrid; USD 60,000 - 70,000; Full time

Job summary

BCforward is seeking a motivated Tier 1 Analyst to provide technical support for a pharmaceutical client in Raleigh, NC. This contract role includes remote work after initial training, focusing on Manufacturing Execution Systems and support for incident management. Ideal candidates will have experience in IT support with a strong understanding of manufacturing processes.

Benefits

Medical insurance

Qualifications

• 5+ years of experience in Technical Support roles.
• Experience in a Pharmaceutical manufacturing environment preferred.
• Strong understanding of Good Manufacturing Practices.

Responsibilities

• Deliver technical support for Manufacturing Execution Systems.
• Manage incidents and problem resolution in IT support.
• Document support activities thoroughly for tracking.

Skills

Windows Server 2003 and 2008

Windows XP and Windows 7

MS Office

Terminal Services Manager

Remote Desktop Protocol (RDP)

Printer installation and setup

Security and Networking technologies

Job description

Get AI-powered advice on this job and more exclusive features.

This range is provided by BCforward. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$60,000.00/yr - $70,000.00/yr

Direct message the job poster from BCforward

Full-Cycle Recruiter | 5+ Years Expertise in Tech & Non-Tech Hiring | Proven Success In-House & Agency

BCforward is seeking a highly motivated Tier 1 Analyst to support their pharmaceutical client in Raleigh, NC.

Summary:

• Location: Remote after on-site training in Raleigh, NC
• Schedule: Floater shift (you will work different shift schedules based upon team needs, each shift is 8 hours: 8a-4p; 4p-12a; 12a-8a).
• Employment type: contract
• Duration: 1 year
• Work Requirement: W2, sponsorship cannot be provided for this role
• Pay range: $60,000 - 70,000 annually

Overview:

The Tier I Support Analyst is accountable for delivering technical expertise in alignment with local systems and processes for a local manufacturing IT support function with primary focus on Manufacturing Execution Systems. The Support Analyst coordinates the incident and problem management process, starting with customer-facing communication and service responsiveness, to root cause analysis and issue resolution on an as-needed basis, in addition to performing security administration tasks for local systems, as well as supporting project delivery with additional assignments such as testing and/or documentation creation or review.

Job responsibilities:

• Review and understand with capability to execute activities as designed and documented in support standard operating procedures with appropriate level of detail and critical thinking applied to task(s), including examples such as un-locking workflows, resolving printer setup issues, etc.
• Execute basic system configuration changes (changes to pick lists, local master data, etc.) including before and after screen shot of change and 2nd person verification of change.
• Support interface monitoring messages and errors, working with technical experts to resolve and re-send appropriate messages/information as needed.
• Provide Help Desk support for user access and system/security access management processes, maintenance, and risk-management for day-to-day support activities as well as other scheduled security processes, such as the Access Roster Review cycle completed several times annually. This function includes working with end users to establish appropriate role levels and training requirements, administering security forms, verifying training, and initiating and/or provisioning the account administration processes required.
• Monitor queue, pagers, cell phones to manage the incident and problem management processes.
• Create tickets in the incident/problem management system(s) when reported by the client (but not auto-generated) for resolution and metrics tracking purposes.
• Diligently document activities and update tickets pertaining to issue resolution status, activities and tasks completed in support of resolution, and communication to end user or customer to ensure the ticket accurately reflects these details.
• Provide support for on-going enhancement of service delivery capabilities, including creation and maintenance of Knowledge Base articles/documents, Distribution lists, SharePoint sites, metrics logging, training completion, etc.

Required skillset:

• Windows Server 2003 and 2008, Windows XP and Windows 7, MS Office, Terminal Services Manager, Internet Explorer, Remote Desktop Protocol (RDP), unc (Uniform Naming Convention), command line, printer installation and set-up (software only), Print drivers, and Print permissions.
• Security and Networking technologies, VNC, IP, Microsoft Outlook, and Adobe.
• Prior experience in Manufacturing environment (preferably Pharma) with understanding of criticality of aligning to Good Manufacturing Practices in support of the organization and its assets will be a plus.

About BCforward:

BCforward began as an IT business solution and staffing firm. Founded in 1998, BCforward has grown with our customers’ needs into a full-service personnel solution’s organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions over the years of catering to our customers’ specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.

www.BCforward.com

www.facebook.com/bcforward

We must inform you that during the hiring process, we may ask for you to disclose and provide us with various categories of your personal information, including identifiers such as your name and address, professional information, commercial information, education information, and other related information. Please note that we will only use this information to facilitate and complete the recruiting process. This posting is not an offer of employment. All applicants must be authorized to work in the United States and willing to cooperate with a background check and drug screen, to the extent permitted by federal and local laws up to and including both criminal and financial reviews. The submission of intentionally false or fraudulent information in response to this job posting shall render the applicant ineligible for the position. BCforward is an equal opportunity employer. Any subsequent offer of employment shall be considered employment at will regardless of the anticipated assignment duration.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Analyst and Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at BCforward by 2x

Inferred from the description for this job

Medical insurance

Get notified about new Technical Support Specialist jobs in Raleigh, NC.

Remote Helpdesk Support Technician (Active Directory)

Raleigh, NC $50,000.00-$55,000.00 10 hours ago

Raleigh, NC $63,163.00-$94,745.00 5 days ago

Remote Helpdesk Support Technician (Active Directory)

Helpdesk Support Specialist - ISD Service Desk

Morrisville, NC $20.53-$29.23 10 hours ago

L2 Tech Support - Site Migrations || Desktop Management Specialist – Infrastructure Services

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.