Reference Lab IT Technical Support

Summary: This position partners across Infrastructure tower Subject Matter Experts (SMEs) in support and troubleshooting of network, desktop, server support. This position will provide advanced technical support for Zoetis Reference Lab’s ecosystem, installation, and problem resolution. The Zoetis ecosystem consists of USB, Serial, Ethernet TCP/IP, internet connectivity, and associated infrastructure devices. The networking environment includes wired and wireless networking in small, medium, and large Laboratories / Office networks. The ecosystem extends to and includes basic support of Lab Information System’s (LIS) integration from the Zoetis connectivity side. This position will deliver technical support both remotely and on-site at Laboratories and Office locations. This position will require close interaction with internal colleagues, external vendor support teams, and third-party representatives engaged by Zoetis for their IT support. This position will typically take a leading role in guiding the installation or trouble analysis process, will give direction to the involved parties, and will be responsible for driving the task to conclusion. This position will provide guidance and consultation to internal colleagues regarding possible ecosystem configurations and necessary equipment for specific installation scenarios. This will involve potential collection and analysis of site survey information and interviews with internal colleagues, and third-party support vendors engaged by Zoetis. Responsibilities: Provide remote and on-site support for escalated ecosystem installation and support cases, including hands-on installation and configuration of a wide variety of technology related equipment as needed when on-site Provide technical direction to internal and external resources to resolve issues and to successfully complete ecosystem installations Assist in the development of best practice processes, procedures, and training materials for technical support and ecosystem installations Work with Lab Information System vendor’s technical support to resolve connectivity issues Work effectively with all stakeholders on technical and business processes surrounding ecosystem support and problem resolution Manage competing priorities, workloads, and activities to support various business initiatives and cross-departmental tasks Assist senior technical colleagues and the management team with the annual operating and capital budgets consistent with established financial guidelines, and as part of the overall IT Infrastructure budget Manage vendor relationship(s) as appropriate, including billing/invoicing accuracy Review related purchase requisitions, invoices, and quotes as required Education & Experience: Bachelor’s degree in Computer Science, Information Technology, or closely related field 5 years of experience providing remote and onsite technical support in a desktop, VDI, LAN/WAN and server environment Experience providing IT related laboratory technical support is preferred Knowledge, Skills, Abilities: Solid working knowledge of network, server, desktop, and VDI environments Knowledge of LAN/WAN network topologies and their components Knowledge of network security Skilled in Technical problem isolation, problem resolution, and problem root cause analysis Ability to provide effective remote and onsite technical support to internal and external stakeholders with varying skill levels Ability to work with a variety of computer hardware, operating systems, peripheral devices, and network connectivity methods to achieve a functional environment Ability to write clear and concise documentation Ability to easily adapt to and learn new technologies Ability to maintain confidentiality of information received, processed, or prepared Possess good organizational skills Knowledge of regulatory and compliance standards as related to Reference Labs Ability to travel locally and international as needed to provide on-site support at Zoetis locations as needed Travel Requirements: 10% estimated travel Full time Regular Colleague Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search. Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.