Spclst, Technical Support
Merck
Summary
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, compliant, and secure laboratory computing IT services.
Job description
Key Responsibilities
- 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.
Basic Qualifications
- 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.
Requirements
- 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
- Familiarity with laboratory systems such as LIMS, ELN, and CDS platforms
- Advanced Windows, networking, Active Directory, endpoint management, and application support experience
- Familiar using diagnostic tools such as Procmon & Event Viewer
- Experience supporting global or enterprise-scale lab environments
Benefits
- Medical, Dental & Vision
- Retirement Benefits
- 401(k)
- Paid Holidays
- Vacation
- Sick Days
- Annual Bonus
- Long-Term Incentive
Company overview
Merck & Co., Inc., known as Merck in the United States and Canada and MSD (Merck Sharp & Dohme) internationally, is a premier American multinational pharmaceutical company headquartered in Rahway, New Jersey. Founded in 1891 as the U.S. subsidiary of the German Merck Group, the company became independent following World War I and has since grown into one of the world's largest biomedical companies, ranking fourth globally by revenue. Merck operates across three core business segments: pharmaceuticals, vaccines, and animal health products. The company is renowned for its groundbreaking research and development, having brought numerous life-saving medicines to market including Keytruda (pembrolizumab), a leading immunotherapy for cancer treatment that generated $29.5 billion in 2024 revenue, and Gardasil, a revolutionary HPV vaccine. With approximately 75,000 employees worldwide, Merck maintains a robust pipeline of innovative therapies focused on oncology, vaccines, hospital acute care, cardiology, neuroscience, virology, immunology, and diabetes. The company invests heavily in R&D, spending $17.9 billion in 2024 alone, demonstrating its commitment to advancing scientific discovery. Merck's legacy spans over 130 years of bringing hope to humanity through important medicines and vaccines, operating with a purpose to use leading-edge science to save and improve lives globally while fostering an inclusive workforce and responsible business practices.