Implements, monitors, and provides technical support of customer laboratory environments, typically integrated with instrumentation.
Works within a team to manage Lab Computing aspects of onboarding, maintenance, retirement and relocation of computer equipment.
Implements Windows-based security, including but not limited to: Active Directory groups and objects, anti-virus and malware control programs, and network ports and protocols.
Administers and assures network connectivity of client and server-side Windows environment.
Analyzes, identifies, and implements Windows security or other required upgrades and/or solutions to improve the overall support of the desktop platform in a timely manner.
Acts as the technical support contact for field service engineers and external vendors, including but not limited to: scheduling, remote access, instrument computer on-boarding, instrument computer retirement, data migration, troubleshooting client instrumentation, and information technology issues.
Supports management in the development and implementation of training initiatives for Services personnel.
Documents procedures, policies, troubleshooting and best practices as needed and shares technical and process updates at weekly team meetings.
Maintains a physical inventory of lab PCs, computer peripherals, software, and any other information pertinent to the environment in shared IT workroom.
Occasionally required to unbox and stage equipment for use.
Ensures that required equipment and/or materials are in locations so that own and others’ work can be done effectively.
Appropriately escalates IT issues with internal/external teams that are not resolved via regularly identified support channels.
Participates in and serves as technical lead for projects in support of laboratory computing for LCS managed sites, collaborating with IT Staff and clients at various locations as needed.
Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently.
Identifies more critical and less critical activities and tasks; adjusts priorities when appropriate.
Effectively allocates own time to complete work; coordinates own and others’ schedules to avoid conflicts.
Ensures adherence to client’s corporate policies through periodic reporting with compliance programs.
Bachelors of Science in Computer Science, Life Science or equivalent industry experience
CompTIA A+, N+ or S+ optimal
5-7 years Win7 and Win10 operating systems knowledge
Ability to perform logical OSI layer troubleshooting to determine root cause of errors
Working knowledge of TCP/IP, DHCP, DNS, and LAN/WAN networks
Subnetting and basic network security experience
Familiarity with ServiceNow ticketing system and reporting metrics
Experience developing and deploying attended/unattended imaging/OS installation and virtual backups
SCCM software deployment and management tool experience
Remote desktop / remote support software experience for technical troubleshooting
Microsoft Office 2016 and O365 experience
Microsoft Teams/web conferencing services experience
Data storage, migration, and archiving best practices
5+ years of relevant technical experience including (but not limited to); Windows OS, networking, remote computing and backup systems
AWS S3 storage and Virtual Workspace experience a bonus
Experience with scientific instrumentation
Strong communication skills – verbal and written
Projects positive presence with customers and senior management
5-7 years’ experience with Windows systems, preferably supporting Scientific or Research lab environment
Pharmaceutical or bio-technology sector experience is a major asset