IT Support Analyst

Paragon Gene Therapy, now a part of Catalent, hires people with a passion to make a difference. Your expertise, coupled with our advanced technologies and collaboration with innovative pharmaceutical, biotech and healthcare companies, will help bring life-enhancing products to the people you know and love. Your talents, ideas and passion are essential to our mission; to develop, manufacture and supply products that help people live better, healthier lives.

Paragon Gene Therapy, in Gaithersburg, Rockville, Baltimore & Harmans, Maryland, provides industry-leading GMP development and manufacturing services for cutting-edge biopharmaceuticals such as recombinant viral vectors, next generation vaccines & hard-to-express recombinant proteins and oncolytic viruses.

The IT Support Analyst will be responsible for ensuring that client related technical issues are resolved in a quick and proper manner. This position will require significant interaction with internal clients, IT associates, and third-party service providers. Position requires a strong bias towards service, quality, and customer satisfaction.

Key Responsibilities include, but are not limited to:
• Understands basic user technology issues and provides solutions based upon basic proven methods.
• Researches, evaluates, and provides technical solutions to address defined business requirements.
• Interacts with clients to process basic service requests or resolve basic technical problems.
• Replaces and rebuilds hardware components as needed.
• Installs/removes/configures basic software applications.
• User account administration
• Procurement in accordance with corporate guidelines
• Compliance with purchasing licensing guidelines
• Coordinate local support vendor relationships
• Ensures compliance with system patching & AV requirements
• General site application support & troubleshooting
• General network, telecom & server support
• Ensures call tickets are updated and closed in a timely manner. Escalates calls to Manager, Field Service and/or other teams as required.
• Understands and complies with relevant Standard Operating Procedures.
• Effectively communicates clear, concise and accurate status as required.
• Provide updates of specific site requirements.
• Other duties as may be assigned or required.

Education & Experience:
• Associates degree in Computer Science, engineering, or related technical discipline.
• Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE) certification is desired.
• Minimum of 4 years relevant direct IT technical support experience.
• Work experience within a pharmaceutical manufacturing and/or laboratory environment is preferred but not required.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to work effectively under pressure to meet deadlines.
• Service oriented attitude (flexible, personable, approachable)

Paragon Bioservices is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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