Associate Customer Service Rep

Planet Pharma; Seattle (WA); On-site; USD 32,000 - 45,000; Full time

Job summary

Planet Pharma is seeking a Lab Computing Analyst to support critical lab IT services and instrumentation-linked environments. You will manage desktop environments, hardware and software, and partner with teams to maintain security and compliance.

The role involves on-site work in a laboratory setting with potential exposure to hazardous materials and a fast-paced environment. Strong communication and multi-project coordination are essential.

Qualifications

• Bachelor’s degree or higher with technical experience.
• Equivalent years of experience as alternative.
• Experience in lab IT environments is a plus.

Responsibilities

• Implement, monitor, and provide technical support of customer laboratory IT environments, typically integrated with instrumentation.
• Implement benchtop computing design and processes as requested by customers.
• Administer and assure connectivity of Windows-based platforms.
• Support operating system, desktop hardware, peripherals, instrument software and imaging of computers.
• Manage onboarding, retirement, and relocation of equipment.
• Implement Windows security including user/group permissions and policy settings.
• Analyze, identify, and implement enhancements to improve desktop support.
• Ensure adherence to client policies through reporting and compliance.
• Act as technical support contact for instrument vendor and escalate when needed.
• Repair and troubleshoot instrument-related computers; escalate to client infrastructure teams.
• Support new system validations and change management efforts.
• Create and maintain physical inventory of lab equipment and software.
• Submit weekly engineer reports by COB on last business day.
• Liaise with client for software/hardware inquiries and participate in team meetings.
• Provide support across Enterprise practices as required.
• Maintain training and compliance in health, safety, security, and operational areas.

Skills

Customer service

Troubleshooting

Communication

Time management

Education

Bachelor’s degree

Associate degree

High school diploma

Tools

Windows OS

Microsoft Office

Networking

Remote computing

Backup systems

Instrument software

Job description

Pay rate: 23-33/hr

Job Description Summary

We are looking for a highly motivated Lab Computing Analyst to provide critical support as part of a dynamic lab IT service team.

Job Responsibilities

• Implement, monitor, and provide technical support of customer laboratory IT environments, typically integrated with instrumentation
• Implement customer specified benchtop computing design and processes
• Administer and assures connectivity of customer’s Windows based platform
• Support of the operating system, desktop hardware and peripherals, instrument-controlled software, core desktop applications and imaging of computers
• Manage On-boarding, retirement, and relocation of equipment
• Implement Windows based security, including but not limited to: user / group permissions, file / folder permissions, group policies, local security policies, etc.
• Analyze, identify, and implement enhancements, upgrades and/or solutions to improve the overall support of the desktop platform in a timely manner
• Ensure adherence to client’s corporate policies through periodic reporting and compliance programs
• Act as the technical support contact for instrument vendor
• Repair and troubleshoot instrument related computers and escalating issues to the client infrastructure teams
• Provide technical support for new system validations and change management efforts
• Create and maintain a physical inventory of lab equipment, PC’s, software, and any other information specified by the client
• Submit weekly Engineer reports to the team lead by COB on the last business day of the week
• Act as client Liaison for software/hardware related inquiries
• Participate in client team meetings
• Provide support across all Enterprise practices as required
• Demonstrate appropriate use of office equipment/software after training
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills

• Excellent customer service skills complimented by an ability to listen to and interpret client requests.
• Ability to troubleshoot complex technology issues.
• Strong verbal and written communication skills.
• Ability to identify, track and complete tasks for multiple projects under prescribed timeframes.

Basic Qualifications

• Bachelor’s Degree with two plus years of technical experience OR
• Associates Degree with three plus years of technical experience OR
• High School Diploma or equivalent with five plus years of technical experience

Preferred Qualifications

• Experience with technologies including Microsoft Office, networking, remote computing and backup systems.
• Experience with scientific instrumentation
• Experience in Life Science environment
• Experience in a validated environment
• Experience working in GxP, ISO, and FDA compliant facilities

Working Environment

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
• Job pace may be fast and job completion demands may be high.
• Must be able to remain in a stationary position more than 25% of the time
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.
• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals.
• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment.