Laboratory IT Specialist I- Jefferson, AR

3 weeks ago

Jefferson, United States Precise Software Solutions Full time
About the Role

We are seeking an experienced Laboratory IT Specialist to join our team in Jefferson, AR. This role will provide first-line hardware and software IT support for instrument controllers on the isolated laboratory network and associated peripherals.

Job Overview

This is a fantastic opportunity for a skilled individual to work in a fast-paced, secure environment. The successful candidate will be responsible for resolving support requests, troubleshooting issues, reimaging systems, backing up data, collaborating with other teams, and working with instrument vendors.

Duties and 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.
Requirements and Qualifications
  • 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.
Benefits
  • 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.
About Precise Software Solutions

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.

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