Lab Desktop Support Analyst

IntelliPro Group Inc.•Albany, NY

5d•$33 - $33•Onsite

About The Position

Applies professional-level technical skill and judgment to provide non-routine technical support for computer/data center operations. Installs, configures and troubleshoots server and non-desktop computer hardware, software, systems and other resources in a data center or other centralized computer network setting. Maintains access control, data integrity and file system security for the computer/data center environment. Monitors, tracks and records system performance and utilization metrics. Communicates highly technical information to both technical and nontechnical personnel. Recommends process, hardware and software solutions, including new acquisitions and upgrades, to improve computer/data center efficiency. May participate in development of information technology and infrastructure projects. May be internal or external, client-focused, working in conjunction with Professional Services and outsourcing functions. May include company-wide, web-enabled solutions.

Requirements

High degree of Windows 11 (LTS, Pro, and Enterprise) knowledge and experience
Expertise building and configuring Windows 11 "manually"
Experience working on laboratory instruments and software
Expertise with hardware installation, configuration, and troubleshooting
Experience with SCCM
Work experience shows independent, "in the field," capabilities working directly with researchers and vendors
Working knowledge of ServiceNow and JIRA
Familiarity with inventory scanners or RFID-based tooling
Hands-on experience with Windows upgrade projects, including upgrading machines, imaging computers, and Windows 11
Experience in troubleshooting hardware and software issues
Hands-on Windows 11 experience is mandatory

Nice To Haves

Familiarity with advanced laboratory instruments and technical support in a complex environment is preferred
Experience with asset tracking and documentation management is highly desirable
Prior experience in the pharmaceutical industry is preferred
5+ years of relevant experience is preferred
High School or bachelor's degree is preferred but not mandatory

Responsibilities

Perform routine, room-by-room hardware inventories using modern scanning tools
Keep asset data up to date in our internal systems and reconcile differences between them
Support two key projects: Windows Upgrade and Asset Management
Upgrade, configure, and troubleshoot Windows 11
Build and configure Windows 11 "manually"
Install, configure, and troubleshoot hardware, including 3rd party cards and peripherals (cameras, printers, scanners, etc.)
Run SCCM packages and assist with issue investigation
Work independently in the field, directly with researchers and vendors to coordinate and complete upgrade activities
Maintain tickets and document knowledge using ServiceNow and JIRA
Perform hardware inventories using inventory scanners or RFID-based tooling
Produce status reports and follow up on exceptions with partners across IT and facilities
Troubleshoot hardware and software issues
Coordinate with vendors
Replace or upgrade equipment/machinery