Lab Computing Services; LCS

Job Title

Job Description

Serve as the primary technical support contact for field service engineers and external vendors, managing scheduling, remote access, data migration, troubleshooting, IT policies, best practices, and other technology-related issues.

Implement Windows-based security solutions, including Active Directory groups and objects, anti-virus/malware programs, and management of network ports and protocols.

Administer and maintain network connectivity for client and server-side Windows environments.

Analyze, identify, and implement security upgrades or other solutions to enhance desktop platform support in a timely manner.

Document procedures, policies, troubleshooting steps, and best practices; create Knowledge Base articles as needed.

Maintain an inventory of laboratory PCs, peripherals, software, and other relevant assets.

Escalate unresolved IT issues to appropriate internal or external teams beyond regularly identified support channels.

Participate in and lead technical projects supporting laboratory computing for LCS-managed sites, collaborating with IT staff and clients across various locations.

Effectively manage and allocate personal time; coordinate schedules to avoid conflicts and adjust priorities as needed.

Ensure compliance with corporate policies through periodic reporting and participation in compliance programs.

Identify, research, and prototype new technologies to streamline and integrate laboratory operations, maximizing reliability, security, and scientist productivity.

Develop an understanding of the organization and supported business units; build strong relationships with scientists, IT peers, and external partners.

Collaborate with scientists, vendors, and IT colleagues on implementation, integration, and administration of new systems; coordinate hardware and OS refreshes for benchtop systems.

Participate in the installation, documentation, and testing of upgraded laboratory instruments; deploy and update data management tools for backup and archiving.

Work with the LCS Systems Management team to understand benchtop imaging processes, core applications, and management tools (e.g., Altiris Client Management Suite, Active Directory, Acronis); ensure consistent application of security tools and configurations.

Act as an escalation point for troubleshooting instrument software and connectivity issues between benchtop systems and instruments; resolve incidents escalated past tier two support and monitor all incidents and requests in the service desk tracking tool.

5-7 years of hands-on experience with Windows 10 operating systems.

Proven ability to independently troubleshoot and resolve technical issues to determine root causes.

Exceptional customer service skills with a strong desire to assist users and solve problems.

Working knowledge of TCP/IP, DHCP, DNS, and LAN/WAN network architectures.

Understanding of network cabling, patching best practices, subnetting, and basic network security.

Familiarity with Service Now ticketing system and reporting metrics.

Experience developing and deploying attended/unattended imaging, OS installation, and virtual backups.

Proficient in Altiris software deployment and management tools, or similar tools such as SCCM.

Experience with remote desktop and remote support software for technical troubleshooting.

Knowledge of data storage, migration, and archiving best practices.

Experience with Active Directory, including user, computer, and group management.

Basic competency in Linux operating systems.

Bachelor of Science in Computer Science, Life Science, or equivalent industry experience.

5+ years of relevant technical experience, including but not limited to Windows OS, networking, remote computing, and backup systems.

AWS S3 storage and Virtual Workspace experience preferred.

Experience working with scientific instrumentation is highly desirable.