Senior Lab IT Systems Engineer

The job overview for this role is to provide IT support and service for laboratory-based computer systems. This includes troubleshooting, diagnosing, and resolving issues with laboratory workstations, as well as installing, configuring, and maintaining standalone laboratory systems. The role also involves coordinating services, escalating service issues, and serving as a technical lead for laboratory computing projects. Additionally, the position requires supporting end user computer devices and related computing environments, documenting processes and procedures, and serving as an escalation contact for technical support problems.

• Support the Lab environment by providing IT support and service for laboratory-based computer systems
• Interact with various stakeholders including laboratory managers, researchers, informatics professionals, and IT administrators
• Provide end-user support for laboratory workstations, including troubleshooting, diagnosis, and resolution
• Partner with lab-based scientists and third-party vendors to establish priorities and provide technical support for laboratory software and attached workstations
• Install, configure, and maintain standalone laboratory systems
• Coordinate services and escalate service issues as needed for vendor maintenance
• Participate in and may serve as a technical lead in support of laboratory computing projects, including issue resolution and support for the setup of new systems, including interaction with instrument vendors
• Maintain lab workstation inventory, backups, patching, upgrades, and OS builds
• Support the End User environment by being the escalation contact for all Tier 1 and 2 issues and identifying solutions to resolve technical support problems via phone or email, and entering requests into the Help Desk System
• Implement, maintain, and administer end-user computer devices and related computing environments, including systems software, applications software, hardware, and configurations
• Handle new hire deployments, hardware refresh deployments, and conference room support
• Document processes and procedures for technical and end-user knowledgebase.

• Experience providing IT support and service for laboratory-based computer systems
• Ability to interact with various stakeholders including laboratory managers, researchers, informatics professionals, and IT administrators
• Proficiency in troubleshooting, diagnosing, and resolving issues with laboratory workstations
• Knowledge of laboratory software and ability to provide technical support for it
• Experience installing, configuring, and maintaining standalone laboratory systems
• Ability to coordinate services and escalate service issues as needed for vendor maintenance
• Experience participating in and leading laboratory computing projects, including issue resolution and setup of new systems
• Familiarity with maintaining lab workstation inventory, backups, patching, upgrades, and OS builds
• Ability to serve as the escalation contact for Tier 1 and 2 technical support issues
• Proficiency in resolving technical support problems via phone or email and entering requests into a Help Desk System
• Experience implementing, maintaining, and administering end user computer devices and related computing environments
• Knowledge of systems software, applications software, hardware, and configurations
• Ability to handle new hire deployments, hardware refresh deployments, and conference room support
• Documentation skills for creating process and procedure documents for technical and end user knowledgebase

• Implement, maintain and administer end user computer devices and related computing environments
• New hire deployments, hardware refresh deployments and conference room support
• Document process and procedures for technical and end user knowledgebase
• College diploma or technical institute degree and/or a minimum of five years of relevant experience required
• Experience working in a GMP lab environment at a pharmaceutical/biotech company is a plus
• In-depth knowledge of the Office 365 suite (Power BI, Power Apps, Power Automate, SharePoint lists, Intune, etc.) and Microsoft Azure
• A solid understanding of IT infrastructure (networking, telephony, Macs, PCs, mobile devices)
• Excellent attention to detail, customer service skills, multi-tasking skills, ticket management/documentation skills, written and verbal communication skills required
• Ability to work with all levels of staff within and outside of IT and outside the organization
• Ability to quickly learn new or unfamiliar technology and product