Lab Systems Support Specialist III

1 month ago

Durham, United States Kelaca Full time

Kelaca is looking for a Lab Systems Support Specialist III for our client partner in Durham, NC. The Lab Systems Support Specialist III provides remote and on-site support services to the Company’s employees at all sites. The Specialist responds to end-user service requests in a timely manner, completes requests to configure lab systems, troubleshoots IT issues with lab and scientific equipment, and supports projects related to the overall corporate infrastructure and validated computerized systems.

Key Responsibilities

  • Prioritize and respond to end user service requests tracking work activities in the IT ticketing system, engaging other support resources when needed, and communicating status to the requestor.
  • Follow standard operating procedures including those for account management, workstation configuration, change control, application configuration, issues escalation, and incident handling.
  • Maintain accurate records of technical assets identifying needs to procure additional supplies and replace systems.
  • Support network and desktop printing for lab equipment.
  • May administer user accounts for Active Directory, specialized scientific applications, or other corporate systems.
  • May provide end user training in the use of lab systems.
  • Collaborate with other IT personnel and contractors to resolve complex issues and system outages.
  • Troubleshoot issues with network connectivity for lab equipment.
  • Responsible for lab workstation hardware troubleshooting and repair.
  • Provides guidance to Lab System Support Specialist I and II team members.
  • Coordinates support from lab system vendors.
  • Maintain confidentiality of client and company information.
  • At all times, protect the security and integrity of company systems.
  • Other duties as assigned.

Minimum Preferred Qualifications

Education/Experience:

  • Bachelor's degree in an IT-related field or equivalent work experience.
  • Minimum required experience working on IT equipment in a GxP environment: Five (5) years.
  • Not less than seven (7) years’ experience in an end-user-facing computer support role, preferably in a regulated industry, with knowledge of computing hardware, software, data cabling, networking protocols, and desktop implementation/support.
  • Must have experience with BioTek/Agilent plate readers and Gen 5 analysis tools.
  • Must have experience with ThermoFisher Watson LIMS or related end to end solution.
  • Must have experience with Meso Scale Discovery Workbench or Methodical Mind.
  • Advanced knowledge of the Windows desktop operating system environment as well as PC applications (such as Word, Excel, and Outlook) is required.
  • Proven experience working with a cross functional team including external scientific system vendors and internal stakeholders.

Skills:

  • Demonstrated ability to provide exceptional customer service and take ownership of problems.
  • Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
  • Ability to handle Tier 2 and Tier 3 incidents.
  • Ability to plan and prioritize work without supervision.
  • Ability to manage Active Directory, DNS, and other server-based applications assigned.
  • Ability to work in a fast-paced environment where multiple projects are in process and must be completed in a timely manner
  • Ability to deal effectively with a diversity of individuals at all organizational levels.
  • Strong troubleshooting skills.
  • Versatility, flexibility, and willingness to work within constantly changing priorities.
  • Acute attention to detail.
  • Commitment to documenting work, contributing to the IT knowledge base, and maintaining accurate records.
  • Excellent oral and written communication skills.

Job Type: Full-time

Hours of Work in Office: Monday-Friday; 8am-5pm

FLSA Exemption Status: Exempt

Kelaca is an Equal Employment Opportunity company and does not discriminate in employment based on: age, disability, national origin, race, color, religion, veteran status, genetic information, gender, sex, gender identity, sexual orientation, pregnancy, or other non-merit factor.

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