Tier I Support Analyst (Indianapolis)

BCforward is seeking a highly motivated Tier 1 Analyst to support their pharmaceutical client in Indianapolis, IN Tier I Support Expected Duration: Long Term Location: Indianapolis/hybrid (4 days/week onsite); Available shifts: 2nd and 3rd shift. Overview: The Tier I Support Analyst is accountable for delivering technical expertise in alignment with local systems and processes for a local manufacturing IT support function with primary focus on Manufacturing Execution Systems. The Support Analyst coordinates the incident and problem management process, starting with customer-facing communication and service responsiveness to root cause analysis and issue resolution on an as-needed basis, in addition to performing security administration tasks for local systems, as well as supporting project delivery with additional assignments such as testing and/or documentation creation or review. The Tier I Support Analyst will: Review and understand with capability to execute activities as designed and documented in support standard operating procedures with appropriate level of detail and critical thinking applied to task(s), including examples such as un-locking workflows, resolving printer setup issues, etc. Execute basic system configuration changes (changes to pick lists, local master data, etc.) including before and after screen shot of change and 2nd person verification of change. Support interface monitoring messages and errors, working with technical experts to resolve and re-send appropriate messages/information as needed. Provide Help Desk support for user access and system/security access management processes, maintenance, and risk-management for day-to-day support activities as well as other scheduled security processes, such as the Access Roster Review cycle completed several times annually. This function includes working with end users to establish appropriate role levels and training requirements, administering security forms, verifying training, and initiating and/or provisioning the account administration processes required. Monitor queue, pagers, cell phones to manage the incident and problem management processes. Create tickets in the incident/problem management system(s) when reported by the client (but not auto-generated) for resolution and metrics tracking purposes. Diligently document activities and update tickets pertaining to issue resolution status, activities and tasks completed in support of resolution, and communication to end user or customer to ensure the ticket accurately reflects these details. Provide support for on-going enhancement of service delivery capabilities, including creation and maintenance of Knowledge Base articles/documents, Distribution lists, SharePoint sites, metrics logging, training completion, etc. Skills/Experience: Technical Skills: Expert: Windows Server 2003 and 2008, Windows XP and Windows 7, MS Office, Terminal Services Manager, Internet Explorer, Remote Desktop Protocol (RDP), unc (Uniform Naming Convention), command line, printer installation and set-up (software only), Print drivers, and Print permissions. Advanced: Security and Networking technologies, VNC, IP, Microsoft Outlook, and Adobe. Novice: MQseries, Matrikon OPC Tunneller, SQL. Experience: Prior experience in Manufacturing environment (preferably Pharma) with understanding of criticality of aligning to Good Manufacturing Practices in support of the organization and its assets (Desired). Demonstrated experience executing tasks against work instructions and SOPs (Required).