Specialist, Technical Support

Merck offers an onsite role in West Point, PA where you will support laboratory IT systems that serve R&D, Quality, and Manufacturing environments. In this Regular position, you’ll help ensure reliable, secure operations across both regulated (GxP) and non-regulated settings. The salary range for this role is USD 87,300 to 137,400 per year.

What you’ll do

As a Specialist, Technical Support, you will deliver Tier 2 and Tier 3 operational support for laboratory computing needs, acting as the technical escalation point for complex incidents and service disruptions. You will combine troubleshooting with problem management to drive continuous improvement while supporting compliance, reliability, and security expectations.

• Support Lab Computing analysts by resolving technical issues for laboratory systems, including laboratory instruments, instrument control PCs, and scientific software
• Serve as escalation support for complex incidents and service disruptions by performing root cause analysis and implementing permanent corrective actions
• Support laboratory environments with a focus on data integrity, cybersecurity, and quality requirements
• Partner with Service Management to improve incident resolution times, SLAs, and overall operational performance
• Detect recurring issues and lead proactive problem management and continuous improvement initiatives
• Collaborate with Lab Computing Site Leads to develop and maintain SOPs, work instructions, and knowledge articles
• Provide technical guidance during laboratory instrument validations and complete final technical approval

What you bring

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience)
• Minimum 3 to 5 years supporting regulated laboratory IT systems, including experience creating or executing GLP or GMP documentation
• Hands-on experience with Windows and Linux, Active Directory, and endpoint management tools
• Experience supporting laboratory instruments, instrument control systems, and scientific applications
• Strong troubleshooting, analytical, and communication skills

Helpful experience

• Familiarity with laboratory systems such as LIMS, ELN, and CDS
• Advanced troubleshooting experience across Windows, networking, Active Directory, endpoint management, and application support
• Experience using Procmon and Event Viewer for diagnosing complex issues and identifying root causes

Skills and tools you’ll use

Windows, Linux, Active Directory, endpoint management tools, GLP, GMP, Procmon, Event Viewer, LIMS, ELN, CDS

Benefits

• Medical, dental, vision healthcare and other insurance benefits (for employee and family)
• Retirement benefits including 401(k)
• Paid holidays
• Vacation
• Compassionate and sick days
• Annual bonus
• Long-term incentive (if applicable)

Travel: 10%
Relocation: No
Visa sponsorship: No
Filing end date: 11/20/2026 (effective until 11:59:59 PM on the day before)
Requisition ID: R416886