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Lead IT Support Specialist for Laboratory Operations

2 months ago

Burlington, Massachusetts, United States Skills Alliance Full time

About the Role

At Skills Alliance, we believe that exceptional talent drives exceptional outcomes. Our commitment is to assemble a premier team dedicated to advancing the mission of enhancing the understanding and treatment of diseases. Our accomplished technical professionals collaborate with numerous researchers to develop, scale, and implement a diverse array of technological solutions. We recognize that a varied and inclusive community is vital to fulfilling our mission, and we continuously seek dedicated individuals who can contribute fresh perspectives, experiences, and creativity.

Position Overview

The Senior IT Support Engineer for Research Labs serves as the primary contact for all IT-related incidents within laboratory research. Responsibilities include managing requests for new computer setups, onboarding new laboratories, and coordinating with instrument vendors to ensure equipment is operational.

Key Responsibilities

  • Act as the main escalation point for IT incidents within the Lab Operations team, effectively triaging incoming issues and prioritizing based on team objectives.
  • Serve as the liaison for lab managers, IT teams, and instrument vendors to facilitate collaboration and solution-oriented discussions.
  • Conduct thorough troubleshooting and escalate tickets as necessary, leveraging knowledge across various IT disciplines.
  • Analyze and process information critically throughout daily operations.
  • Identify and resolve the root causes of user-reported issues, ensuring comprehensive solutions beyond mere ticket closure.
  • Exhibit strong communication skills to bridge the gap between scientific personnel, IT, and administrative functions.
  • Lead regular meetings with lab managers and the Lab Operations team.
  • Oversee asset management and maintain inventory accuracy.
  • Demonstrate proficiency in hardware repairs and software troubleshooting.
  • Manage imaging, configuration, and deployment of hardware and laboratory instruments.
  • Utilize technical documentation effectively for writing, searching, and following procedures.
  • This position requires on-site presence with a standard 40-hour work week.

Minimum Qualifications

  • A minimum of 3 years of IT experience, including 2 years in Tier 2/Tier 3 roles or at least 1 year in VIP escalation support.
  • Experience in customer service or hospitality roles.
  • Proficiency in troubleshooting a variety of devices.
  • Strong understanding of data storage and management principles.
  • Basic knowledge of scripting.
  • Experience with ITSM ticketing systems (e.g., ServiceNow, Jira).
  • Ability to navigate Active Directory and perform troubleshooting tasks.
  • Familiarity with domain and local accounts, creating Organizational Units, and managing Group Policies.
  • Experience binding equipment to domains and SSH troubleshooting in Linux environments.

Troubleshooting Skills Required

  • Proficient in Windows XP-11 OS troubleshooting, including:
    • Command prompt operations
    • Local user management
    • Software services
    • Event log analysis
    • Microsoft Configuration Management
    • Powershell scripting
    • Registry editing
    • Task scheduling
    • Network connectivity issues

Desired Qualifications

  • Certifications such as CompTIA A+ and Network+.
  • Experience with ServiceNow ticketing.
  • Familiarity with Agile/Kanban methodologies.
  • Experience with laboratory systems such as Thermofisher, Illumina, and others.
  • Strong history of collaboration with researchers, scientists, and lab managers.
  • Knowledge of EHS/PPE guidelines.
  • Prior experience in a laboratory or scientific research setting.
  • Familiarity with Electronic Lab Notebooks, clinical trial processes, and data analysis tools.
  • Strong interpersonal skills are essential for success in this role.