Job Description

Senior IT Support Coordinator

Apex Systems is a large staffing and consulting firm and we are looking for a Senior Lab IT Support Coordinator with a Lab IT Desktop Support background with experience with Microsoft products (i.e. Sharepoint, 365 etc.), Windows Servers, Azure, and ticketing systems to place at our Biopharma client.

Client: Innovative Biopharma client

Contract/Perm & duration: 12-month contract (potential for extension)

Location: Downtown Toronto

We are seeking a contract Senior IT Support Coordinator to assist with our client's growth in our Toronto, ON location. This individual will be someone who can competently demonstrate excellent end-user support in a heavily utilized Microsoft cloud-based environment. Additionally, the ideal candidate will be comfortable supporting our Microsoft Teams enabled audio/visual rooms (Teams Meetings) as well as desktop support for our computers supporting our analytical instruments in our development and QC labs.

Responsibilities:

• Provide end to end desktop technical support and expertise to laboratory users; Windows 10/11 Operating System, Microsoft O365 applications, and Laboratory Software supporting R&D and GxP systems.
• 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 R&D, GxP laboratory users 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.
• Partner with IT Risk Mgmt. & Compliance and QA in support of IT Change Control, Periodic Review procedures ensuring systems are maintained in a ready state of compliance.
• Supporting office/lab moves, expansions and manage 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.
• Stays current with established and emerging network standards and protocols, PC operating systems, software applications, hardware platforms and peripherals, security, and industry certification.
• Participates in security, compliance audits and related periodic review activities, accurately documents and records work completed. Leads remediation efforts at the Toronto facilities.
• Other duties as assigned.

Key Qualifications:

• 3-5 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.
• Certification or degree in a relevant field or a satisfactory combination of education, training and/or experience; CompTIA A+ MCP or MCSA preferred.
• Experience in implementing GxP Data Integrity controls and processes.
• Experience installing, upgrading, troubleshooting, and supporting Office 365 applications.
• Experience 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.

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