Senior IT Support Coordinator

ROLE: SENIOR IT SUPPORT COORDINATOR (LAB)Client: Pharma / BiotechnologyJob Type: ContractTerm: 12 MonthsWorkplace Type: Hybrid / OnsitePay Rate: NegotiableStart date: 2-3 weeksLocation: Toronto, ONLanguage: EnglishClearance: N/AATS ID #: 7550Hi there! Thanks for stopping by 👋Requirements: What you'll needSkills, Knowledge, Experience, and Qualifications: Provide end-to-end desktop technical support and expertise to both G&A office and laboratory users; Windows 10/11 Operating System, Microsoft O365 applications, and Laboratory Software supporting the R&D and GMP labs. Support the onboarding of new users, including imaging and deployment of new laptops/PCs as required.

Perform laboratory computer system implementation while assuring technical and regulatory controls are properly implemented and followed. Supports all aspects of Laboratory IT Operations in Toronto: Partner with Lab Operations and laboratory scientists in ensuring the computing capabilities of the laboratory are met. Serve as a liaison with lab Instrument vendors on system requirements, setups, and configurations for new systems and upgrades to existing systems. Ensure instrument data is backed up, secured, and handled in a manner required by corporate and regulatory guidelines. Maintain computer life cycle management activities, hardware and software installation, maintenance, upgrades, service, support, and inventory tracking.

Complete computer diagnostic and troubleshooting processes to resolve local area network, hardware (Switches/Routers/WAP’s) and software issues. Assist with Service Desk queue management and escalation of tickets with managed ServiceDesk provider; Work independently with established procedures and follow process to achieve required results. Supporting office/lab moves, expansions and managing IT side of smaller lab IT initiatives. Acts as a subject matter expert in the development of support documentation and knowledge base articles for office and laboratory software and related devices. Maintain system configurations to ensure the integrity of individual systems and the overall network.

Stay current with established and emerging network standards and protocols, PC operating systems, software applications, hardware platforms and peripherals, security, and industry certification. Participate in security, compliance audits and related periodic review activities accurately. Provide Conference room A/V troubleshooting, testing and support with vendor assistance as needed. documents and records work completed. Leads remediation efforts at the Toronto R&D and GMP facilities. Other duties as assigned. PREFERRED SKILLS: 5-7 years of hands-on IT Lab Support experience supporting Windows 10/11, Microsoft 365/Azure, and 3rd party productivity and laboratory software in biotechnology / pharmaceutical industries.

Experience in implementing GxP Data Integrity controls and processes required. Experience supporting a GMP QC/MFG laboratory required. Certification or degree in a relevant field or a satisfactory combination of education, training and/or experience; CompTIA A+ MCP or MCSA preferred. Experience installing, upgrading, troubleshooting, and supporting Office 365 applications. Demonstrated ability to work both independently and collaboratively, escalating issues to the larger team as requiredExperience documenting incidents, requests, problems, changes, and knowledge base in ITSM or RMM tool. Fresh Service experience preferred.

Experience supporting the setup, maintenance and life cycle management of computers interfacing with Lab Analytical instruments including patching, backups, and upgrades. Experience supporting user setups and groups in Azure AD (Active Directory), and general administrative tasks in SharePoint, Intune MDM/Autopilot, SharePoint, SSO (CyberArk), Enterprise Endpoint protection, Backup/Recovery software, Patch management, PowerShell preferred. Strong understanding of ITIL foundations preferred. HOW TO APPLYMatt Dawson is hiring for this position.

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