IT Laboratory Specialist Specialist

PRECISE SOFTWARE SOLUTIONS INCORPORATED•Jefferson, AK

12d•Hybrid

About The Position

The IT Laboratory Support Specialist role is to provide first-line IT support to analysts for lab instrumentation installation, maintenance, retirement, and management of instrument-controlling computers. The successful candidate will be trained on the Laboratory Information Management System (LIMS) to provide support to end users. This position requires working as part of a geographically dispersed team to meet the needs of multiple laboratories. Effective communication with end users, team members, and leadership is essential. The individual at the site will be the primary source of information about that site's activities and challenges, and user feedback. The role involves remote support for end users with varied skill levels, sensitivity to the urgency of requests, and a willingness to share expertise with the team to ensure the best possible support for all laboratories. The IT Lab Support staff logs service requests, troubleshoots issues, works with reimaging systems and data backup, and collaborates with instrumentation contractors. They provide end-user support and training for LIMS and assist with user account management.

Requirements

Must have a combination of laboratory and IT experience/education
Minimum 1 year experience in a laboratory environment providing hands-on IT support or performing laboratory duties OR a degree in a laboratory science.
Minimum 2 years IT support experience with direct user contact and demonstrated gold-standard customer service or equivalent education/training.
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 collaboratively as part of a geographically dispersed team and serve as the primary source of information about the site(s) they support.
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/NuGenesis helpful.
Must be able to pass a background check and secure Public Trust clearance.

Nice To Haves

BioMedical IT experience or equivalent preferred.
Experience with Quality and Analytical Testing processes preferred.
Experience with Waters Empower/NuGenesis helpful.

Responsibilities

Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
Resolve incidents with printers, copiers and scanners.
Accurately and promptly record, update, and document requests using the IT service desk system and other ticketing systems and provide prompt resolution.
Work with laboratory staff to promptly resolve issues without disruption of workflow and with sensitivity to user needs and request urgency.
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; escalate incidents to other support teams where necessary.
Install and configure new IT equipment.
Assist with moves and networking of all laboratory equipment.
Image existing scientific controllers for emergency restoration.
Resolve incidents and upgrade different types of software and hardware.
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.
Prioritize tasks, multi-task, and seek assistance as needed to ensure prompt resolution of all 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.
Following training, provide day-to-day LIMS support, user training, LIMS configuration, and assist the laboratory in leveraging LIMS features to support laboratory operations.
Support data management and data transfer systems associated with laboratory equipment.
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.