Service Desk Analyst

Desktop Engineer

Springhouse, PA

Technician Skillset Required

• Experience in supporting overall manufacturing / lab IT systems and IT devices.

• Familiarity with manufacturing, lab and Data Centre 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

(Top 5 Keywords or skills)

Skill Proficiency

Years of Experience

Basic Knowledge

Medium

Expert

Desktop Support

7 to 10

Yes

Manufacturig Lab support

2 to 3 years

yes

Regards,

Preethy Nathan

Talent Acquisition Group

M: 469-927-1014

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.