Laboratory IT Support Analyst

Duration: FTE

Location: MA-Cambridge, Onsite

Overview: Crew helps our clients deliver change through IT project delivery, business process improvement, and operational efficiency efforts. Our high-performing consultants are natural leaders who manage a wide range of responsibilities that vary from assignment to assignment. Our consultant training programs, investment in career development, and premier client portfolio ensure constant challenge and rapid growth for our employees. Crew process improvement associates measure and document customer satisfaction, cost and time reduction, and quality improvement processes and develop strategies to improve them.

• Laboratory IT Support and Troubleshooting
  • Provide Level 2 technical support for laboratory workstations, computers, operating systems, software, and IT components associated with scientific instruments
  • Troubleshoot hardware, software, connectivity, access, and workstation performance issues affecting laboratory operations
  • Perform initial technical diagnostics to isolate issues and determine whether resolution requires involvement from network, infrastructure, application support, or equipment vendor teams
  • Support incident resolution through hands-on troubleshooting, appropriate escalation, and coordination with specialized technical teams
  • Minimize disruption to laboratory operations by responding to incidents promptly and maintaining clear communication with stakeholders
  • Follow established IT, security, change management, and quality procedures when supporting laboratory computing environments
• Instrument Workstation Deployment and IT Coordination
  • Support the IT components of new laboratory instrument deployments, including workstation provisioning, software installation coordination, network connectivity, and system readiness
  • Coordinate with laboratory personnel, equipment vendors, and internal IT teams to understand technical requirements and deployment dependencies
  • Initiate and manage service requests for infrastructure provisioning, system access, network configuration, security approvals, and other required IT services
  • Track deployment activities, outstanding requests, approvals, and dependencies to ensure timely completion
  • Identify and proactively expedite blockers that could delay equipment deployment or disrupt laboratory operations
  • Coordinate technical handoffs and verify that required IT activities have been completed in accordance with established procedures
• IT Service Management and Cross-Functional Coordination
  • Manage incidents, service requests, and support activities through an enterprise IT ticketing platform such as Service Now
  • Take ownership of assigned tickets from initial intake through resolution, including issues requiring action from multiple support teams
  • Collaborate with endpoint support, networking, cybersecurity, infrastructure, application support, and external vendors to drive issue resolution
  • Proactively follow up on outstanding requests, monitor progress, and escalation delays or unresolved dependencies
  • Maintain accurate ticket documentation, troubleshooting notes, status updates, and resolution details
  • Follow established incident management, request fulfillment, change management, and escalation processes
• On-Site Support and Operational Ownership
  • Serve as a dependable, on-site IT resource supporting the daily technology needs of laboratory personnel
  • Operate independently while maintaining strong collaboration with remote IT teams, senior technicians, and enterprise support functions
  • Prioritize competing support requests based on operational impact, urgency, and established service expectations
  • Build relationships with scientists, laboratory managers, IT stakeholders, and external technology vendors
  • Develop familiarity with laboratory computing environments, site-specific procedures, and organizational support processes
  • Identify recurring issues, process inefficiencies, and opportunities to improve support effectiveness
  • Demonstrate accountability, persistence, and a willingness to take initiative in resolving problems

• Experience in IT technical support, desktop support, endpoint support, field services, or a related technical support function
• Working knowledge of Windows operating systems, workstation hardware, software installation, user access, and basic networking concepts
• Ability to troubleshoot common endpoint, application, and connectivity issues and determine appropriate escalation paths
• Experience working with an IT service…