Lab Tech Support Specialist

Lab Tech Support Specialist

19 Apr 2024
Texas, Houston, 77001 Houston USA

Lab Tech Support Specialist

Vacancy expired!

Job Summary:
This position works independently to provide technical support for our labs. Support includes lab device/PC integration, specialized lab software, barcode/scanning, desktop hardware/OS, desktop office productivity software, network hardware/software, printers, and mobile devices.
Our lab provides customized biomarker discovery solutions to biopharma for accelerated drug development using integrated platform technologies. To deliver these solutions you will play a meaningful role supporting our customer-facing Scientists, Technologists and internal operations' staff. This facility is a mostly a PC environment, operating a Windows server running Synology's, Cisco switches, and KVM's - though being in a lab, we often have to connect our equipment to PC's requiring a tech head who can think on their feet and problem-solve by working with vendors when needed.

Key Responsibilities:
  • Provides hands-on technical support to lab based users relative to scientific lab software, lab devices and device/PC interfaces
  • Answers, evaluates, and prioritizes service requests received via help desk, telephone and in-person
  • Ensures timely resolution of user issues by assigning an appropriate priority and resolution goal
  • Performs diagnostics to collect information to determine source of error
  • Isolates performance issues to determine cause of hardware malfunctions such as hard drive, printer, cables or telephone
  • Resolves printing issues and network connectivity issues.
  • Troubleshoots hardware and software issues and identifies and resolves hardware and software application problems
  • Contacts software and hardware vendors via voice or online systems to research issues and determine and implement recommended solutions
  • Analyzes and corrects issues using documented procedures and available tools as well as personal knowledge and skills and recommended solutions
  • Brainstorms with team members to resolve more complex issues and escalates difficult issues to IT Manager
  • Performs imaging setup for standard desktop applications
  • Performs daily checks to verify system availability
  • Participates in creation and maintenance of IT standards and procedures
  • Tests and deploys new software, procedures, installation, conversion and upgrade activities
  • Infrequent travel to other sites may be required.
  • Regularly interacts with employees and vendors

Required Skills and Experience:
  • 5 + years experience in a technical support role
  • Experience supporting scientific, lab-based end users is required
  • Experience supporting laboratory software and device interfaces
  • Experience with help desk ticketing software, hardware and software upgrades, hardware and software troubleshooting
  • Experience providing formal/informal technical training is required
  • Experience with Microsoft Office 2010 / 2013 / 2016 / 2019 and Office for Mac 2011 / 2016 / 2019 and Office 365 is required
  • Experience with Windows 7, 8.1 & 10 is required
  • Experience with Mac 10.x is required
  • Experience with Android, iOS, and Windows Mobile devices is a plus
  • Active Directory and Exchange environment experience is a plus
  • Experience with the following software and device interfaces:
  • CTL
  • FLOWJO
  • PerkinElmer
  • IMS/BSI Systems
  • MSD-Mesoscale
  • Rees Scientific Freezer Monitoring
  • Codesoft Barcode Labeling
  • Bartender Barcode Software
  • Q-Pules Quality Management Software
  • Must be able to troubleshoot lab-based issues, remote issues and support offsite users
  • Ability to effectively communicate with both technical and non-technical individuals
  • Ability to read and interpret documents, operating/maintenance instructions andprocedure manuals
  • Ability to perform light to medium physical work of lifting up to 50 pounds
  • Knowledge of Sharepoint or other portal products is a plus
  • Knowledge of Teams and Teams phones is a plus
  • Reudementary network knowledge is a plus
  • Knowledge of VPN is required.
  • Knowledge of network shares, namespaces and mapped drives is required
  • Knowledge of encryption is a plus
  • problem-solving, detail oriented, communication skills (verbal and written), multi-tasking, analytical skills, patience, and flexibility

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Job Details

  • ID
    JC12401125
  • State
  • City
  • Job type
    Permanent
  • Salary
    Up to $80,000
  • Hiring Company
    CultureFit
  • Date
    2021-04-15
  • Deadline
    2021-06-14
  • Category

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