Spclst , Technical Support

Job Description

Our Company is seeking a skilled Lab IT professional to provide Tier 2 & 3 operational support for laboratory IT systems supporting R&D, Quality, and Manufacturing laboratories. This role serves as a technical escalation point for complex incidents, problem management, and continuous improvement initiatives across regulated (GxP) and non-regulated lab environments.

The successful candidate will work with a team to partner with scientists, lab operations, quality assurance, vendors, and global IT teams to ensure reliable, complaint, and secure laboratory computing IT services.

Key Responsibilities

• Assist Lab Computing analysts to resolve technical issues for laboratory systems, including laboratory instruments, instrument control PCs, and scientific software.

• Act as an escalation point for complex incidents and service disruptions; root cause analysis and implement permanent corrective actions.

• Support laboratory environments, ensuring compliance with data integrity, cybersecurity, and quality requirements.

• Collaborate with Service Management teams to improve incident resolution times, SLAs, and operational performance.

• Identify recurring issues and drive proactive problem management and continuous improvement initiatives.

• Work with Lab Computing Site Leads to develop and maintain SOPs, work instructions, and knowledge articles.

• Provide technical guidance during laboratory instrument validations and final technical approval.

Basic Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).

• Minimum of 3 to 5 years of experience supporting regulated laboratory IT systems including GLP or GMP documentation creation or execution.

• Hands-on experience with Windows & Linux based systems, Active Directory, and endpoint management tools.

• Experience supporting laboratory instruments, instrument control systems, and scientific applications.

• Strong troubleshooting, analytical, and communication skills.

Preferred Qualifications

• Familiarity with laboratory systems such as LIMS, ELN, and CDS platforms.

• strong technical troubleshooter with advanced Windows, networking, Active Directory, endpoint management, and application support experience.

• Familiar using diagnostic tools such as Procmon & Event Viewer, to investigate complex issues and identify root causes.

Experience supporting global or enterprise-scale lab environments.

Required Skills:

Availability Management, Availability Management, Change Controls, Corrective Action Management, Equipment Troubleshooting, Escalation Management, GxP Regulations, Incident Management, Instrument Validation, Laboratory Instrumentation, Laboratory Management, Laboratory Operations, Laboratory Setup, Management System Development, Problem Identification, Problem Management, Quality Assurance (QA), Root Cause Identification, Root Cause Investigations, Service Delivery, Service Operations, SLA Management, Software Configurations, Software Development Life Cycle (SDLC), Technical Support {+ 1 more}

Preferred Skills:

Current Employees apply HERE (https://wd5.myworkday.com/msd/d/task/1422$6687.htmld)

Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here (https://survey.sogosurvey.com/r/aCdfqL) if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf)

EEOC GINA Supplement

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts (https://www.msdprivacy.com/us/en/CCPA-notice/)

The primary location for this posting is:

USA - Pennsylvania - West Point

Where required by law, the compensation range for this role is provided below.

The salary range for the primary location of this role is:

$87,300.00 - $137,400.00

This range reflects the Company's reasonable expectation of the base salary applicable to this role at the time of posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits .

Additional location(s): Please note the salary range above applies to the Primary Location of the position. Where a role has other listed locations, different compensation guidelines may apply. You may find the salary ranges for additional locations below. If the salary range is not listed for the location you are applying to, our Talent Acquisition team will provide further information to you relevant to your location.

Additional location(s) Compensation Information:

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Not Applicable

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

N/A

Job Posting End Date:

11/20/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID: R416886