Job Title: IT Laboratory Support Specialist
FSLA: Exempt
Work Location
Successful candidates will support a laboratory on-site to meet general laboratory network IT needs and to provide LIMS software support to end users. Candidates must be able to commute and work Monday through Friday in a designated lab. Potential positions are in:
- Alameda, CA
- Atlanta, GA
- Jamaica, NY
- Boston, MA
- Jefferson, AR
- San Juan, Puerto Rico
Assignments may include remote support for another laboratory in the U.S. and limited travel for in-person support.
***Applicants must be a U.S. Citizen or Green Card holder.***
Position Overview:
We are looking for go-to personalities with experience in providing hands-on IT support in a laboratory environment. Successful candidates will have knowledge of laboratory instrumentation, regulations and procedures, and strong skills in computer hardware, software, and networking. The role of the IT Laboratory Support Specialist is to provide first line hardware and software IT support for instrument controllers on the isolated laboratory network and associated peripherals such as printers and scanners. Team members support analysts and vendors with lab instrumentation installation, controller management, maintenance tracking, instrument retirement, data backup management, and connectivity. We will train and prepare successful candidates on the Laboratory Information Management System (LIMS) to provide support to end users of the current software. A successful candidate will also be able to work remotely with end users with varied skill levels and be sensitive to the urgency of their requests.
The Laboratory IT Support Specialist is responsible for resolving support requests to meet customer satisfaction and continuous service delivery demands. In a fast-paced, secure environment, IT Lab Support staff log service requests, troubleshoot issues, reimage systems, back up data, collaborate with the server and storage operations team, and work with instrument vendors. With appropriate training, they may configure the LIMS system for inventory management, equipment management, and analytical entries, provide end user training, and support daily use.
Key Responsibilities:
- Provide prompt response to support requests received via tickets or other contacts to minimize disruption of laboratory workflow.
- Accurately and promptly document support requests using the IT service desk system and manage open tickets in compliance with SLAs and project expectations.
- Assist with installations, moves, decommissions, and networking of all laboratory equipment with controllers.
- Install and configure new IT equipment, perform upgrades, and diagnose and resolve software and hardware incidents, including operating systems Windows XP-Windows 11 and Mac, across a range of software applications, and including associated peripherals such as printers and scanners.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible while maintaining data integrity; escalate incidents to other support teams or team members as necessary to provide prompt and appropriate support.
- Image existing scientific controllers regularly for emergency restoration in the event of a hardware failure.
- Collaborate with other teams to manage data backups and data restoration and to resolve connectivity issues.
- Create, maintain, and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
- Coordinate with equipment manufacturers as they install, maintain, and troubleshoot instruments and instrument controllers; work with them as needed to resolve integration and connectivity issues.
- Collaborate with other agency teams to maintain the scientific network and to manage data backups and data management.
- Provide new user day-to-day support, after training on LIMS configuration and its integration with site instrumentation and instrument applications.
- Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
- Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- Be a highly motivated team player with the skills and ability to manage changing priorities.
- Undertake other duties not specifically stated which from time to time are necessary.
Key Requirements:
- Must have a combination of laboratory and IT experience/education.
- Minimum 2 years' experience in a laboratory environment.
- Minimum 2 years IT support experience with direct user contact and demonstrated gold-standard customer service.
- Applicants with past experience providing both direct IT and LIMS support in a testing laboratory preferred.
- BioMedical IT experience or equivalent desirable.
- Passion for solving problems and helping people resolve issues.
- Demonstrated exceptional oral and written communication skills.
- Ability to work as part of a remote team or with geographically dispersed team.
- Customer service attitude: Patience, people skills and a sense of humor.
- Ability to work in a laboratory environment that may require adherence to safety practices, regular contact with laboratory staff, and the ability to travel around the facility and complete installation and maintenance tasks as required. Tasks may require walking, standing, bending and stretching, and lifting as well as manual dexterity.
- Familiarity with one or more LIMS applications helpful.
- Experience with Quality and Analytical Testing processes preferred.
- Experience with Waters Empower/NuGenesis and/or LabX helpful.
- Must be able to pass a background check and secure Public Trust clearance.
Minimum Education:
BA/BS (Computer Science, Information Technology/Systems) or combined 6 years' IT experience and education; laboratory science education or experience required. Extensive experience may be substituted for required degrees at employer discretion.
ABOUT US
Precise Software Solutions, Inc., an SBA 8(a) program participant, is an innovative small business with a proven record of success delivering quality services and solutions to government organizations. A CMMI Level 3 company, Precise serves as a trusted advisor to senior technology executives and helps government agencies enhance and expand their information technology capabilities. Precise helps their customers capitalize on the efficiencies offered by technological advancements and ensures the integrity of their IT systems and programs so they can perform their public mission more effectively. The company is known for delivering agile and innovative solutions and specializes in strategic consulting, system modernization and integration, digital transformation and experience, infrastructure and cloud implementation, and data management and analytics.
BENEFITS AND PERKS:
* Comprehensive Health Benefits (Medical, Dental and Vision) including High Deductible Health plan where company pays 100% of the deductible for your family.
* Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
* Retirement Plan with 4% match and discretionary match at year end
* Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays+ 3 Floating holidays; 2 Innovation days (paid training days)
* Short Term and Long-Term Disability
* Paid Parental Leave
* Paid Jury Duty leave
* Life and AD&D Insurance
* Critical Illness Insurance
* Training and Development
* Wellness Incentives & Discount programs
* Employee Referral Program
* Annual Charity Donation Match
* Awards and Recognition
Our Equal Employment Opportunity Policy:
Precise is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment. The company is dedicated to seeking all qualified applicants.
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