Senior Lab IT Support Specialist - Skills Alliance

Our client group believes exceptional people produce exceptional products and services. We are committed to building the best team we can in service of the Institute's mission of "Accelerating the Understanding and Treatment of Disease." Our team of highly accomplished technical experts work with 1000’s of our clients researchers to create, scale, and run a wide range of technology solutions. We believe that a diverse and inclusive community is essential to achieving our mission. We are always looking for committed, mission-driven individuals to bring new viewpoints, experiences, and creativity to the team. We are seeking driven candidates who are motivated to learn new technologies and are willing to take on challenges with enthusiasm!

Our client’s IT provides support for more than 1,200 lab instruments, desktops and laptops across our client’s several buildings and direct interaction with the labs to improve their processes.

The Senior Lab IT Support Specialist role is a contact for all Lab Research IT related incidents. Requests range from new computer setups, onboarding new labs, and coordinating and troubleshooting with instrument vendors to bring equipment online.

The individual will work closely with various other groups within the IT department, including: Service Desk, Systems Administration, and the Networking groups to provide solutions to labs.

Principal Duties and Responsibilities (Essential Functions)

• Main point of escalation of IT incidents within the BITS LabOps team with the ability to triage incoming issues and provide suggestions on prioritization based on BITS LabOps team goals
• Point of contact for lab managers, BITS and Lab Instrument Vendors for collaboration, coordination, and solution-oriented meetings
• Properly troubleshooting/escalation of tickets based on own general knowledge and understanding of IT disciplines
• Critically intake, analyze, and process information provided throughout the work day(s)
• Problem solve the root of the issues brought about by users (closing tickets are the bare minimum)
• Strong communication skills to help bridge the gap between scientists, IT, and administration
• Lead recurring meetings with lab managers/Lab Operations team
• Asset management and inventory upkeep
• Hardware repair proficiency
• Software troubleshooting proficiency
• Imaging, configuring, and deploying hardware and lab instruments
• Writing, searching, and following technical documentation
• This is an on-site position, 40-hour work week.

Minimum Qualifications

• 3 years of collective IT experience, with 2 years of Tier 2/Tier 3 roles OR minimum 1 year of VIP (C-suite executives) escalation experience
• Previous customer experience-centric/hospitality experience roles
• Comfortability with break/fix on a variety of devices
• Strong understanding on the importance of data storage and management
• Basic scripting knowledge/experience
• ITSM ticketing service experience (ex. ServiceNow, Jira)
• Navigate Active Directory and troubleshoot
• Domain vs local accounts
• Create OUs
• Group Policies
• Binding equipment to domains
• Ability to SSH into a Linux system and troubleshoot:
• Permissions
• Network connectivity
• Imaging and deployment
• Sudo

Troubleshooting within Windows XP-11 OS, especially with the following:

• Command prompt
• Local User Management
• Software Services
• Event Logs
• Microsoft Configuration Management
• Powershell
• Registry Editor
• Task Scheduler
• Permissions
• Imaging and deployment
• Network connectivity
• Writing, searching, and following technical documentation
• Asset management and inventory upkeep

Desired Qualifications

• CompTIA A+, Net+ Certifications
• ServiceNow ticketing experience
• Experience working in Agile/Kanban framework
• Experience with any of the following lab systems: (Thermofisher, Illumina, 10x, Leica, Hamilton, Bruker, Mass Spectrometers)
• Strong work history with Researchers, Scientists, PIs, Lab Managers, etc.
• Familiarity and experience following EHS/PPE guidelines
• Previous working experience in a lab/scientific research environment
• Familiarity with ELNs, Clinical Trials processes, Jupyter Notebooks, Terra, Graphpad Prism
• Intrapersonal skills must be a strength of the candidate