Support Technician I - Nypro Healthcare

About Our Company

Nypro Healthcare, a Jabil Inc. company, offers healthcare and pharmaceutical customers the widest array of design and manufacturing capabilities in the industry. With more than 40 years of experience, our highly specialized teams meet the complex and regulated demands of the diagnostics, medical devices and pharmaceutical markets enabling the world's leading brands to fulfill their market potential. Nypro Healthcare s customer focused services range from ideation to device development support, engineering, supply chain optimization, vertical plastics and electronics to device assembly operations, all at our purpose-built facilities that support stringent healthcare requirements and protect our customers intellectual property.

Job Summary

Provide technical support to end-users for PC, server, hardware, or software applications.

Essential Duties and Responsibilities

  • Load & verify software packages.
  • Support any resource on projects as assigned.
  • Troubleshoot and resolve end user issues.
  • Install & configure PC/Peripherals.
  • Follow all corporate, regional and local ISS & Site policy.
  • Resolve site level Incident management.
  • Populate knowledge Database & Configuration Management Database where appropriate.
  • Information Technology Infrastructure Library knowledge.
  • Emphasize management of queues, and adherence to Service Level Agreement/Key Performance Indicators.
  • Install and Configure PCs (Ghost).
  • Troubleshoot basic issues with scanners (MES/SAP RF).
  • Administer the PBX (re-enabling and creating phones).
  • Provide Support via phone for offsite users.
  • Purchase software and hardware via the P. O. Process.
  • Administer user accounts via Bind View. (Use of AD).
  • Provide Maintenance and Support of Audio Visual equipment.
  • Perform basic level of support for users on IT baseline apps.
  • Following all procedures around the ISS security policy.
  • Responsible for monitoring the Service Desk system queue and resolve tickets in a timely manner.
  • End user technical assistance.
  • Installs, identifies, and repairs hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
  • Loads and verifies correct operation of software packages.
  • Troubleshoots and resolves end user problems and ensures correct operation of personal computers.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Maintains inventory of computer parts and lo of all repairs/service performed.
  • Provides training and technical assistance to users.
  • Safety and health rules and regulations associated with this position and as directed by supervisor.
  • Participate in the exchange of ideas and information within the department.
  • Ask questions; encourage input from team members.
  • Provide regular updates to appropriate managers.
  • Identify creative ways to reduce cost by streamlining processes and systems (i. e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
  • Drive continuous improvement through trend reporting analysis and metrics management.
  • Assure that procedures and work instructions are efficient and not redundant.
  • Offer new ideas and suggestions for improvement. Identify and implement new practices and processes.
  • Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively; making customer issues a priority.
  • Confer with reporting manager on complex or unusual situations.
  • Establish new measurement systems if/where possible.
  • Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization.
  • Ensure 100% adherence to all company policies and procedures (i. e. Health, Safety and Quality)
  • Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific.
  • Interpret a variety of instructions furnished in written, oral, diagram or schedule form.
  • Maintain discretion and confidentiality in all areas pertaining to the IT systems.
  • Understand and embrace the business and IT strategic direction.
  • Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor.
  • Comply and follow all procedures within the company security policy.

Job Requirements

High School diploma and one year of experience OR an equivalent combination of education and experience. A+ certification required. Knowledge of all Microsoft applications/utilities.

Jabil is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other status protected by law.

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