IT User Support Associate

• Support integration and lifecycle activities for plant applications, historians, SCADA/MES interfaces, edge devices, equipment data collection, and industrial networks.
• Assist with OT asset inventory, system health monitoring, patch coordination, backup verification, access reviews, incident troubleshooting, and disaster-recovery testing.
• Support the development and maintenance of secure data flows using appropriate industrial and enterprise protocols such as OPC UA, MQTT, REST APIs and database interfaces.
• Work with automation, engineering, manufacturing, laboratory, Quality, and IT teams to perform root cause analysis to assist in diagnosis of data, interface and application issues without disrupting validated operations.
• Acquire, clean, contextualize and analyze time-series, event, batch, equipment, maintenance, process and quality data from approved sources.
• Build prototypes for reproducible analytics and ML for use cases such as anomaly detection, predictive maintenance, process drift, cycle-time prediction, visual inspection and quality-event prioritization.
• Perform feature engineering, train/test separation, model selection, performance evaluation and error analysis using metrics appropriate to the operational decision.
• Deploy approved models or analytics through governed APIs, scheduled pipelines, dashboards, edge services or cloud platforms under guidance from department management, architecture, data and cybersecurity teams.
• Monitor data quality, model performance, drift, false-positive/false-negative behavior and business adoption; document limitations and escalation thresholds.
• Contribute to maintaining human review and decision controls for regulated or high-impact use cases; do not place experimental models directly into production control loops.
• Maintain technical specifications, diagrams, interface documentation, code repositories, test evidence, operating procedures and support knowledge articles.
• Follow applicable SDLC/CSV, change-control, cybersecurity, data-integrity, access-management and incident-management procedures.
• Participate in risk assessments, testing, traceability, release readiness, post-implementation verification and periodic review activities for GxP-relevant solutions.
• Deliver on assigned project work with clear estimates, status, risks and dependencies; coordinate effectively with vendors and site resources.
• Provide site-facing support and participate in an appropriate on-call rotation after training and qualification.

Additional Responsibilities:

• Learns fundamental operations of commonly used software, hardware, and other equipment.
• Adheres to all confidentiality rules and policies.
• Follow all company and department policies and rules.
• Ensures that all problems are logged, resolved/assigned for resolution, prioritized and tracked, and communicated appropriately.
• Other duties as assigned.

Bachelor’s Degree (BA/BS) in Information Technology / Computer Science Preferred *

Experience: 1 year or more IT experience or knowledge required *

Specialized Knowledge:

• Expert knowledge of windows operating systems support and operations, Microsoft desktop applications, hardware, and peripherals.
• Basic understanding of industrial systems or protocols, such as PLC/SCADA concepts, historians, OPC UA, MQTT, industrial Ethernet or equipment-to-platform integration
• Familiarity with GMP systems, audit procedures, and IT quality documentation
• Strong understanding of Windows infrastructure and networking technologies
• Excellent understanding of both hardware and software systems
• Working knowledge of validated environments, or manufacturing software preferred