IT Service Support Technician

Job Description

Job Description

Job Title: IT Service Support Technician

Department/Division: Information Technology

Reports to: Manager, IT Services North America

About LTS:

LTS Lohmann is a premier, global Contract Development and Manufacturing Organization (CDMO) and partner the pharma industry trusts most to deliver innovative oral, transdermal, and intradermal drug delivery systems. From concept to market, launch to lifecycle management, we deliver single source oral and transdermal drug delivery solutions that power partners’ market advantage. Every one of our 1,000 plus members of the LTS family, across three continents, is focused on utilizing our collective strength and innovation to explore new therapeutic opportunities, maximize partner value and improve patient outcomes.

We Care.

We Create.

We Deliver.

Job Summary: IT Service Support Technician

Are you a tech-savvy problem-solver with a strong desire to give employees great experience? Do you thrive in a fast-paced environment?

This is a full time, onsite position located in West Caldwell, NJ.

• Hours: 8:00am- 4:30pm Mon-Fri
• Occasional weekend/holiday work as needed
• Travel to MN site 1/quarter, occasional travel to HQ in Germany.

Job Summary

As our IT Service Support Technician, you'll be the primary contact for our user community, ensuring smooth day-to-day business operations. This is a hands-on role where you'll tackle a variety of IT challenges, providing crucial support to both our local users and our global IT team.

What You Will Do:

• Providing comprehensive IT support, managing incidents, service requests, and changes.
• Installing and supporting a wide range of company IT hardware, including networking equipment, servers, phone systems, desktops, laptops, cell phones, ISP hardware, printers, and copiers.
• Installing and supporting various company IT software, from server and phone systems to business applications, printers, and copiers.
• Setting up new users, including desktop/laptop configuration, phone/cell phone setup, and user account creation in required systems, along with basic training and support.
• Sourcing and purchasing necessary IT equipment.
• Maintaining accurate systems documentation, including flowcharts, diagrams, and spreadsheets.
• Ensuring all activities comply with quality systems requirements and documentation standards.
• Complying with and tracking software licensing requirements.
• Analyzing hardware and software issues, monitoring the environment to identify and repair failures, assisting in data collection, and administering local IT systems.

Qualifications:

• An Associate's or Bachelor's degree in Information Technology or a related field.
• 3-5 years of experience with a majority of the responsibilities listed above.
• Proficiency with Microsoft products, including Windows OS, Office Suite, Microsoft 365 (Teams, SharePoint, OneDrive, Outlook), Project, Visio, and Windows Server.
• Basic knowledge of IT Networks, Firewalls, Active Directory, LDAP, IT Security, Phone Systems, SQL Databases, Backup, and Document Management Systems.
• Excellent communication & customer service skills for interacting with internal/external customers and suppliers.
• Demonstrated skills and experience in a wide variety of hardware and software technologies.
• The ability to convey technical information clearly and understandably.
• Knowledge of ServiceDesk / ITIL.
• Strong ability to prioritize and proactively solve problems.
• The ability to be productive with minimal supervision.
• An excellent team player mindset.
• Basic use of tools and equipment.

Preferred Qualifications:

• Experience with Smartphones & Tablets (iOS / Android), SAP, ZenQMS, AutoCAD, SolidWorks, ADP, and Minitab is a plus.

• Experience in FDA regulated environments and manufacturing environments is a plus.

Physical Requirements:

This role operates primarily in an office setting with exposure to computer monitors and IT environments. You should be able to lift and move computer hardware up to 50 pounds, bend and crawl under desks to set up equipment, and may have prolonged periods of sitting at a desk. Occasional domestic and international travel may be required, and you'll need to be able to dress for business and gown for manufacturing areas when necessary.

If this sounds like you, we want to hear from you!

LTS is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.