Laboratory IT Support Specialist

Successful candidate will support a laboratory on location to meet the general laboratory IT needs and to provide LIMS software support to end users. Candidates must be able to commute and work in Denver, Colorado 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. This position requires a combination of experience and/or education in IT and/or a related degree such as Med Tech, Bio Medical IT.

The role of the Laboratory
IT Support Specialist is to provide first line IT support to analysts for lab instrumentation installation, maintenance, retirement and management of instrument controlling computers. 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. A successful candidate must work well as part of a geographically dispersed team to collectively meet the needs of a total of fifteen laboratories.

Effective communication with end users, team members, and leadership is essential. As the sole team member at the site, they are team’s primary source of information about that site, activities and challenges there, and user feedback. Since support provided may extend beyond the local site, they must be able to work remotely with end users with varied skill levels, be sensitive to the urgency of their requests, and must be willing to share their expertise with their team to ensure best‑possible support for all laboratories.

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, Laboratory IT 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 LIMS and assist with user account management.

• 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; elevate 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…