Laboratory IT Support Specialist

Company: Precise Software Solutions
Location: Bothell
Posted on: March 19, 2023

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