Scientific Support Specialist

JCS Solutions LLC•Bethesda, MD

About The Position

JCS Solutions is seeking a Scientific Support Specialist to support the National Institutes of Health (NIH), National Institute of Child Health and Human Development (NICHD). The successful candidate will provide comprehensive support for desktop, scientific computing, and outreach functions, ensuring that NICHD’s research environments are equipped with reliable IT solutions that enhance scientific productivity. The ideal candidate will have a strong background in scientific IT support, experience with both Windows and Mac environments, and the ability to collaborate effectively with research personnel. If you are interested in a challenge and a great working environment, apply today!

Requirements

United States citizenship is required
Ability to obtain a Public Trust
Minimum Education: Associates or equivalent experience
Minimum experience: Six (6) or more years’ experience in the role of an IT Desktop technician supporting a Windows desktop/laptop environment.
Strong knowledge of Bomgar or equivalent tool for providing remote support is required.
Must be able to lift 30 pounds.
Strong communication skills both oral and written.

Nice To Haves

Experience: Minimum of 5 years of experience in desktop support and scientific computing environments, preferably within a research or academic setting.
Technical Skills: Strong proficiency with Mac environments, including configuration and support for iMac, Mac Pro, and future Mac devices.
Familiarity with scientific software tools such as Conda, Brew, RStudio, and experience supporting devices connected to scientific equipment.
Strong knowledge of network tools and experience providing support for network storage solutions, VLANs, and isolated network environments.
Knowledge of scientific data management best practices, including data streaming and secure storage solutions.
Communication & Problem-Solving: Ability to communicate complex technical issues to non-technical research staff and provide practical solutions that align with scientific goals. Strong troubleshooting and analytical skills.
Federal Experience: Prior experience supporting federal research institutions or healthcare agencies such as NIH is highly desirable. Familiarity with NICHD’s research environment is a strong asset.

Responsibilities

Engage with laboratory staff to gain an in-depth understanding of their day-to-day operations and IT requirements in a research environment.
Serve as a liaison between the labs, vendors, and the Information Resources Management Branch (IRMB), ensuring accurate communication of policies, issues, and technical challenges.
Maintain regular communication with remote and on-site research staff to track IT trends and identify emerging issues that may impact scientific workflows.
Gather and document scientific IT requirements from research personnel to build a database of needs and trends that can be used to develop solutions for common use-cases.
Proficient in documenting and maintaining Standard Operating Procedures, KB articles, etc.
Identify, troubleshoot, and resolve hardware and software problems.
Provide exceptional customer service both in office and using remote tools such as Bomgar, Cisco Jabber, Microsoft Teams, Zoom, and Windows Remote Control.
Utilizing Service Now to log, track, and document incidents to ensure customer problems are resolved.
Respond to escalated tickets, provide solutions for reported customer problems, and prioritize and manage the ticket queue
Work independently on day-to-day operations.
Facilitate repairs and maintenance of laptops, desktops, printers, AV equipment and other equipment as required.
Install, configure and maintain Windows peripherals and other end user equipment such as phones and tablets.
Support in-office walk-ups and remote assistance while providing quality customer service.
Run diagnostic tests to isolate system problems, assist with troubleshooting and resolving issues.
Document and maintain an up-to-date catalog of scientific instruments, their IT components, and connectivity requirements.
Provide technical support for network storage solutions that facilitate the secure transfer and streaming of scientific data, such as imaging files generated by microscopes, ensuring compliance with data management and storage protocols.
Familiarity with scientific software such as statistical analysis tools (SPSS, SAS, STATA) and scientific software (Prism, DNAStar, ImageJ).