Laboratory IT Support Specialist
Company: Precise Software Solutions
Location: Bothell
Posted on: March 19, 2023
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Job Description:
Precise is looking for a go-to personality confident in
laboratory IT support with a laboratory, medtech, or biomedical IT
background, who will convey that confidence to scientific analysts.
The role of the IT Laboratory Support Specialist is to provide
first line IT support to analysts for lab instrumentation
installation, maintenance, and retirement and management of
instrument controlling computers. Successful candidate will support
a laboratory on location to meet the general laboratory IT needs
and to provide LIMS software support to end users. We will train
and prepare the successful candidate on the Laboratory Information
Management System (LIMS) to provide support to end users of the
current software. This is an onsite position. Candidates must be
able to commute and work in Bothell, Washington Monday through
Friday. Assignment may include remote support for other
laboratories in the U.S. with the possibility of rare travel for
in-person support. The position requires the ability to obtain a
Public Trust clearance. This position requires a combination of
experience and/or education in IT AND experience working in a
laboratory setting and/or a related degree such as Med Tech,
BioMedical IT, or Chemistry. A successful candidate must work well
as part of a geographically dispersed team to collectively meet the
needs of a total of twelve laboratories. Effective remote
communication with end users, team members, and leadership is
essential. As the sole team member at the site, this role is the
team's primary source of information about that site, activities
and challenges there, and user feedback. The Laboratory IT Support
Specialist is responsible for resolving support requests to meet
customer satisfaction and continuous service delivery demands. In a
fast-paced, secure environment, IT Lab Support staff logs service
requests, troubleshoot issues, works with reimaging systems and
backup of data, and works with instrumentation contractors. They
provide end user support and training for the LIMS and assist with
user account management. Roles and Responsibilities include: +
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.
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. Minimum Education BA/BS
(Computer Science, Information Technology/Systems) or combined 6
years' IT experience and education; laboratory science education or
experience required. ABOUT US Precise Software Solutions, Inc., an
SBA 8(a) program participant, is an innovative small business with
a proven record of success delivering quality services and
solutions to government organizations. A CMMI Level 3 company,
Precise serves as a trusted advisor to senior technology executives
and helps government agencies enhance and expand their information
technology capabilities. Precise helps their customers capitalize
on the efficiencies offered by technological advancements and
ensures the integrity of their IT systems and programs so they can
perform their public mission more effectively. The company is known
for delivering agile and innovative solutions and specializes in
strategic consulting, system modernization and integration, digital
transformation and experience, infrastructure and cloud
implementation, and data management and analytics. BENEFITS AND
PERKS + Health Benefits (Medical, Dental and Vision) + Flexible
Spending Accounts (FSA) & Health Savings Account (HSA) + Retirement
Plan + Paid Time Off + Parental Leave + Life Insurance + Training
and Development + Two Innovation Days + Employee Referral Bonus
Program + Annual Charity Donation Match + Awards and Recognition +
Standing Desks Our Equal Employment Opportunity Policy Precise is
an equal opportunity employer. The company shall not discriminate
against any employee or applicant because of race, color, religion,
creed, sex, sexual orientation, gender or gender identity (except
where gender is a bona fide occupational qualification), national
origin, age, disability, military/veteran status, marital status,
genetic information or any other factor protected by law. We are
committed to equal employment opportunity in all decisions related
to employment, promotion, wages, benefits and all other privileges,
terms and conditions of employment. The company is dedicated to
seeking all qualified applicants. ABOUT USPrecise Software
Solutions, Inc., an SBA 8(a) program participant, is an innovative
small business with a proven record of success delivering quality
services and solutions to government organizations. A CMMI Level 3
company, Precise serves as a trusted advisor to senior technology
executives and helps government agencies enhance and expand their
information technology capabilities. Precise helps their customers
capitalize on the efficiencies offered by technological
advancements and ensures the integrity of their IT systems and
programs so they can perform their public mission more effectively.
The company is known for delivering agile and innovative solutions
and specializes in strategic consulting, system modernization and
integration, digital transformation and experience, infrastructure
and cloud implementation, and data management and
analytics.BENEFITS AND PERKS:Health Benefits (Medical, Dental and
Vision) Flexible Spending Accounts (FSA) & Health Savings Account
(HSA) Retirement Plan Paid Time Off Parental Leave Life Insurance
Training and Development Two Innovation Days Employee Referral
Program Annual Charity Donation Match Awards and RecognitionOur
Equal Employment Opportunity PolicyPrecise is an equal opportunity
employer. The company shall not discriminate against any employee
or applicant because of race, color, religion, creed, sex, sexual
orientation, gender or gender identity (except where gender is a
bona fide occupational qualification), national origin, age,
disability, military/veteran status, marital status, genetic
information or any other factor protected by law. We are committed
to equal employment opportunity in all decisions related to
employment, promotion, wages, benefits and all other privileges,
terms and conditions of employment. The company is dedicated to
seeking all qualified applicants.Powered by JazzHR
Keywords: Precise Software Solutions, Seattle , Laboratory IT Support Specialist, Other , Bothell, Washington
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