Laboratory IT Specialist II

Job Title: Laboratory Support Specialist

FSLA status: Exempt

Position Overview:

Successful candidate will provide remote backup support to IT Laboratory Support Specialists assigned to 12 laboratories across the continental U.S. and Puerto Rico and may remotely provide support to sites in the absence of the assigned IT Laboratory Support Specialist. Travel may be required as frequently as monthly, as this position is responsible for providing top tier support for all sites and may need to be physically present to fully address critical issues and to provide system oversight. Travel typically does not exceed 4-6 trips annually. This position is a member of the Escalations Team and will provide advanced IT support to other team members and end users in our most challenging situations. Although not formally in leadership roles, these team members provide essential leadership by example and support the growth of the team as mentors.

We are looking for a go-to personality with experience in providing IT support in a laboratory environment. Successful candidates will have knowledge of laboratory instrumentation, regulations, and procedures, as well as strong skills in computer hardware, software, and networking. Escalations Team members must be able to work remotely and in person with end users and lab management with varied skill levels and be sensitive to the urgency of their requests. Escalations Team members must be patient, approachable, and willing to share their expertise.

The role of site IT Laboratory Support Specialists is to provide prompt and professional first-line IT support to analysts for lab instrumentation installation, configuration, maintenance, data management, virus protection, and instrument retirement. Our team is responsible for resolving support requests to meet customer satisfaction and continuous service delivery demands. In a fast-paced, secure environment, our team logs service requests, troubleshoots issues, reimages systems, supports data backup, and work withs instrumentation contractors. With appropriate training, they may configure the LIMS system for inventory management, equipment management, and analytical entries.

Escalations Team members are a key team resource for daily activities and supports troubleshooting efforts, assist with training of team members, coordinate efforts with system and server teams, make hardware, software, procedural, and system recommendations, and play a key role in project coordination. Although previous experience with LIMS applications is helpful, we will train and prepare the successful candidate on the current Laboratory Information Management System (LIMS) to support and assist LIMS users.

Applicants must be a US Citizen or Green Card holder.

Key Responsibilities:

• Support the entire team working with the laboratories as they diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac), and across a range of software applications.
• Work effectively with users, team members, vendors, lab management, and members of agency teams.
• 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; escalates incidents to other support teams where necessary.
• 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.
• Install and configure new IT equipment, troubleshoot and resolve urgent instrument issues, assist with moves and networking of all laboratory equipment, and image existing scientific controllers for emergency restoration.
• Accurately and promptly record, update, and document requests using the IT service desk system and JIRA.
• Resolve incidents and upgrade different types of software and hardware.
• Resolve incidents with printers, copiers and scanners.
• 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.
• Provide day-to-day support for LIMS and laboratory network IT concerns.
• 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 5 years of experience in a laboratory environment.
• Minimum 5 years IT support experience with direct user contact and demonstrated gold-standard customer service.
• Applicants with past experience providing both direct IT and LIMS support in a testing laboratory preferred.
• BioMedical IT experience or equivalent desirable.
• Passion for solving problems and helping people resolve issues.
• Must be patient, approachable, and willing to share expertise and collaborate with others to provide best-possible customer support.
• Demonstrated exceptional oral and written communication skills.
• Ability to work as part of a remote team or with geographically dispersed team members.
• Customer service attitude: Patience, people skills and a sense of humor.
• Experience with Quality and Analytical Testing processes preferred.
• Experience with MS Word and Excel preferred.

Minimum Education:

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:

* Comprehensive Health Benefits (Medical, Dental and Vision) including High Deductible Health plan where company pays 100% of the deductible for your family.

* Flexible Spending Accounts (FSA) & Health Savings Account (HSA)

* Retirement Plan with 4% match and discretionary match at year end

* Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays+ 3 Floating holidays; 2 Innovation days (paid training days)

* Short Term and Long-Term Disability

* Paid Parental Leave

* Paid Jury Duty leave

* Life and AD&D Insurance

* Critical Illness Insurance

* Training and Development

* Wellness Incentives & Discount programs

* Employee Referral Program

* Annual Charity Donation Match

* Awards and Recognition

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.