IT Site Services Specialist III

at  Charles River Laboratories

Req ID #: 222192
Location:Durham, NC, US, 27703
For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.

JOB SUMMARY

We are seeking an IT Site Services Specialist III for our Safety Assessment site located in Durham, North Carolina, this is an onsite position.
The IT Specialist III collaborates with the IT Site Service Team Lead on a regular basis. He/she is responsible for tier 3 end users support, prioritizing user requirements, break/fix/root cause analysis, oversee/support system upgrades, documentation/training material creation, supporting/monitoring and troubleshooting network/server/VM infrastructure consisting of Microsoft Windows Server 2008-2016, Active Directory, VMWare vSphere 6.5, Cisco switching/Vlan support, Oracle/SQL client support, Office 365 in addition to many other cloud-integrated applications.
He/she must plan for future upgrades and life-cycle replacement of devices, mentor and instruct other team members, meet with vendors to explore new products and ideas, develop reports and presentations, and perform any other duties within the scope of this position.

The following are responsibilities related to the IT Site Services Specialist III position:

• Work side-by-side with the Site Lead and the Site Services team to ensure that all IT services are available at the at the site daily.
• Gather and document functional and technical requirements and consult with the user community to turn those requirements into an appropriate funded project.
• Perform break/fix analysis for individual and recurring support issues. Document findings and work with appropriate resources to find and deliver cost effective and timely solutions when needed.
• Monitor queue in the Service Desk software tool and follow appropriate guidelines for ensuring that the ITIL processes are followed within approved SLAs. Monitor queue KPIs and provide solutions to improve results.
• Perform root cause analysis of complex incidents or recurring problems affecting multiple sites. Develop solutions to those problems. Document in the problem resolution knowledge database and develop training materials to resolve ongoing issues or improve knowledge.
• Develop new processes and procedures to improve existing services, or to assist in deploying new support and infrastructure services.
• Ensure work is compliant with applicable guidelines and regulations
• Check daily backup job and resolve any backup related issues that may cause a loss of data or restoration point failure.
• Identify and diagnosis network related issues inside and outside of the site that could impact the business and/or its clients.
• Follow up on any errors reported by automated email or physical hardware checks to ensure that the associated site infrastructure is running at 100% optimal.
• Monitor disk space on all servers, ensuring that capacity is adequate and that each server can accommodate the needs of the applications and departments that depend on them.

JOB QUALIFICATIONS

• Education: Bachelor’s degree (B.A./B.S.) or equivalent in computer science or related discipline.
• Technology: MS Windows Operating Systems (7/10), MS Windows Server (2008/2016), Active Director, Office365, Office Suite, Cisco Networking, VMware, SCCM, Bomgar, Remote Desktop, Lab Applications, General Desktop User Applications, Cisco Phone System Support
• Experience: Minimum of 7 years related experience in IT.
• Certification/Licensure: Preferred
• Other: Requires good organizational, communication and interpersonal skills and must be fully competent in IT functional area.

• Work side-by-side with the Site Lead and the Site Services team to ensure that all IT services are available at the at the site daily.
• Gather and document functional and technical requirements and consult with the user community to turn those requirements into an appropriate funded project.
• Perform break/fix analysis for individual and recurring support issues. Document findings and work with appropriate resources to find and deliver cost effective and timely solutions when needed.
• Monitor queue in the Service Desk software tool and follow appropriate guidelines for ensuring that the ITIL processes are followed within approved SLAs. Monitor queue KPIs and provide solutions to improve results.
• Perform root cause analysis of complex incidents or recurring problems affecting multiple sites. Develop solutions to those problems. Document in the problem resolution knowledge database and develop training materials to resolve ongoing issues or improve knowledge.
• Develop new processes and procedures to improve existing services, or to assist in deploying new support and infrastructure services.
• Ensure work is compliant with applicable guidelines and regulations
• Check daily backup job and resolve any backup related issues that may cause a loss of data or restoration point failure.
• Identify and diagnosis network related issues inside and outside of the site that could impact the business and/or its clients.
• Follow up on any errors reported by automated email or physical hardware checks to ensure that the associated site infrastructure is running at 100% optimal.
• Monitor disk space on all servers, ensuring that capacity is adequate and that each server can accommodate the needs of the applications and departments that depend on them