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IT/Support Technician
Ref No.: 16-05182
Location: Tarrytown, New York
Position Type:Contract
Start Date: 08/05/2016
  • IT/Support Technician 
Job Duties: 
  • Manage and maintain account management requests and access controls of Regeneron's content management system and collaboration review tools (Veeva Vault and Please Review). 
  • Document and follow standard process to ensure timely completion of pre-requisites (per SOP) for access to systems. 
  • Follow-up directly with requestors, management and system owners to facilitate timely creation of accounts 
  • Provide professional desk side/phone/ email support (L2 and L3 as appropriate) and follow-up to CDRA customers and business partners. 
  • Triage CDRA system support requests to proper resource with in CDRA systems. 
  • Update CDRA System support requests in Regeneron's IT case management system (ServiceNow). 
  • Manage issue escalations between IT Help Desk and CDRA Systems.  
  • Responsible for timely escalation and communication to supervisor on all unresolved and escalated cases. 
  • Understand and adhere to company's Information Security Policies and Procedures and department standards. 
  • Other support or technical duties as assigned. 
  • Associates degree in Information Services, or other related field AND two years of experience providing computer/software technical support to professional end-users. 
  • Ability to proactively plan, organize and function with minimal oversight 
  • Strong verbal and written communication skills (English) 
  • Minimum two years working experience with Windows XP, Windows 7 and Mac OS. 
  • Minimum two years working experience supporting qualified IT infrastructure that includes commercial cloud products as a component. 
  • Experience maintaining IT application supporting 21 CFR Part 11, ISO 9001/13485, GLP, GCP, GMP, and/or QSR 
  • Understanding of GxP technical controls with focus on Good Documentation Practices. 
  • Strong knowledge of enterprise productivity tools such as MSOffice, Outlook, SharePoint, ServiceNow, etc. 
  • Strong knowledge of desktop productivity tools such as Adobe Acrobat, Internet Explorer, Firefox, Chrome, and Safari.