Spclst , Technical Support

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., * 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.

Compassion Event Viewer Communication Investigation Change Control Cyber Security Data Integrity Computer Science Active Directory Safety Assurance Telephone Skills Diagnostic Tools Technical Issues Technical Support Quality Assurance Problem Management Service Management Instrument Control Service Operations Root Cause Analysis Incident Management Endpoint Management Contingent Workforce Laboratory Equipment Escalation Management Information Technology Availability Management Service Level Management Good Manufacturing Practices Corrective Action Management Continuous Improvement Process Good Laboratory Practice (GLP) Systems Development Life Cycle Software Development Life Cycle Troubleshooting (Problem Solving) Laboratory Information Management Systems

3 to 5 years, * 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}

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.

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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

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.