IT Laboratory Support Specialist I

PRECISE SOFTWARE SOLUTIONS INCORPORATED•Bothell, WA

68d•Hybrid

About The Position

The IT Laboratory Support Specialist I role involves providing on-site IT support for a laboratory, addressing general IT needs and offering LIMS (Laboratory Information Management System) software support to end users. The candidate must be able to commute to Bothell, Washington, Monday through Friday, with potential for remote support to other U.S. laboratories and rare travel. This position requires a blend of IT and laboratory experience or education, such as a degree in Med Tech, BioMedical IT, or Chemistry. The role focuses on first-line IT support for lab instrumentation, including installation, maintenance, and management of instrument-controlling computers. Training will be provided for LIMS support. The specialist will work as part of a geographically dispersed team supporting twelve laboratories, acting as the primary point of contact for their assigned site. Key responsibilities include resolving support requests, troubleshooting hardware and software issues (Windows and Mac), managing printers/copiers/scanners, documenting incidents, installing/configuring IT equipment, assisting with network moves, imaging scientific controllers, coordinating with instrument manufacturers, collaborating on network maintenance and data backups, and creating support documentation. The role also includes providing LIMS support, user training, and configuration, as well as supporting data management systems. Maintaining a high level of customer service, excellent communication, and a team-player attitude are essential.

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.
Must be USC/GC/EAD with ability to obtain a government 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 system 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.

Benefits

Comprehensive Health Benefits (Medical, Dental and Vision)
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