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Laboratory IT Support Specialist

4 months ago

Jefferson, United States Astrix Full time

Successful candidates will support a laboratory on-site to meet the general laboratory IT needs and to provide LIMS software support to end users. Candidates must be able to commute and work in Jefferson, Arkansas Monday through Friday. Assignments may include remote support for other laboratories in the U.S. and infrequent travel for in-person support.


The role of the IT Laboratory Support Specialist is to provide first line IT support to analysts for lab instrumentation installation, maintenance, and retirement. We will train and prepare the successful candidate 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 with end users who are remote and have varied skill levels and must 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, work with reimaging systems, back up of data, and work with instrumentation contractors. With appropriate training, they may configure the LIMS system for inventory management, equipment management, and analytical entries.


Roles and Responsibilities include:

  • Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
  • Install and configure new IT equipment.
  • Troubleshoot and resolve urgent instrument issues.
  • Assist users with logged lab IT-related incidents when called upon.
  • 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; escalates incidents to other support teams where necessary.
  • Assist with moves and networking of all laboratory equipment.
  • Image existing scientific controllers for emergency restoration.
  • Accurately record, update and document requests using the IT service desk system.
  • Resolve incidents and upgrade different types of software and hardware.
  • Resolve incidents with printers, copiers and scanners.
  • 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 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.
  • Quickly learn the current LIMS software and provide prompt support to end users.
  • Undertake other duties not specifically stated which from time to time are necessary.


Requirements:

  • BA/BS (Computer Science, Information Technology/Systems) or combined 6 years' IT experience and education; laboratory science education or experience required.
  • Must have a combination of laboratory and IT experience/education.
  • Prefer 2 years of experience in a laboratory environment (will train).
  • Minimum 2 years IT support experience with direct user contact and demonstrated gold-standard customer service.
  • BioMedical IT experience or equivalent preferred.
  • 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 a 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.
  • Experience with Quality and Analytical Testing processes preferred.
  • Experience with Waters Empower/Neogenesis or STARLIMS helpful.
  • Must be able to pass a background check and secure Public Trust clearance.