IT Lab Systems Support Specialist II

BioAgilytix Labs, LLC; Boston (MA); On-site; USD 70,000 - 85,000; Full time

Job summary

A leading company in biopharmaceutical services seeks a Lab System Support Specialist II to deliver comprehensive IT support for lab systems in a regulated environment. The role entails troubleshooting, user administration, and maintaining system compliance, with various benefits including health insurance and generous PTO. Ideal candidates will have a strong customer service background and experience in GxP IT support.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off (4 weeks per year)

401k with Employer Match

Flexible Spending Account

Qualifications

• 3+ years experience in IT support, especially in a GxP environment.
• Proficient in Windows OS, networking, and common business applications.
• Experience imaging PCs and managing Active Directory.

Responsibilities

• Provide remote and on-site support for lab systems.
• Manage service desk ownership, logging tickets and prioritizing incidents.
• Support end-user training and maintain documentations for audits.

Skills

Customer Service

Troubleshooting

Communication

Time Management

Active Directory Management

Networking Fundamentals

Education

Bachelor's degree in IT-related field

Job description

In this full-time onsite position, the Lab System Support Specialist II provides remote and on-site support services to the Company’s employees at all sites. The Specialist responds to end-user service requests in a timely manner, completes requests to configure lab systems, troubleshoots IT issues with lab and scientific equipment, and supports projects related to the overall corporate infrastructure and validated computerized systems.

Essential Responsibilities

• Service-Desk Ownership – Act as a first- and second-line responder for all tickets in the ITSM system; log, prioritize, and track incidents and requests, engaging Level III analysts or vendors as needed and communicating status to requestors.
• Lab Workstation & Instrument PC Build / Maintenance – Image, harden, and validate Windows workstations for LIMS/ELN, Sciex Analyst, Chromeleon, Orchard, Softmax etc.; install antivirus, domain policies, and backup agents in accordance with change-control SOPs.
• Patch & Upgrade Execution – Apply vendor-approved security patches and minor software upgrades; capture IQ/OQ evidence and ensure ongoing validated state under 21 CFR Part 11 and GAMP 5 guidelines.
• User & Access Administration – Create, modify, and disable user accounts in Active Directory and lab applications; perform quarterly access reviews and maintain least-privilege security.
• Network & Peripheral Support – Diagnose TCP/IP, VLAN, and firewall issues affecting instruments, label printers, and networked lab equipment; coordinate with Infrastructure team to restore connectivity.
• End-User Enablement – Deliver just-in-time coaching to scientists on LIMS workflows, instrument software basics, printing of chromatograms/labels, and good data-integrity practices; contribute knowledge-base articles.
• Vendor Coordination – Open, manage, and document vendor support cases; facilitate remote sessions or onsite visits, ensuring timely resolution of complex instrument or application faults.
• Asset & License Management – Maintain accurate inventories of lab PCs, instruments, and software licenses; forecast replacement needs and initiate procurement requests.
• Documentation & Audit Readiness – Update SOPs, change records, and validation binders; compile logs and evidence packages in preparation for client, internal, or regulatory audits.

Additional Responsibilities

• At all times, protect the security and integrity of company systems
• Other duties as assigned

Minimum Preferred Qualifications: Education/Experience

• Bachelor's degree in an IT-related field or equivalent work experience.
• Minimum required experience working on IT equipment in a GxP environment: three (3) years.
• Not less than three (3) years’ experience in an end-user-facing computer support role, preferably in a regulated industry, with knowledge of computing hardware, software, data cabling, networking protocols, and desktop implementation/support.
• Proven customer-facing support experience with Windows OS, networking fundamentals, and common business applications (Word, Excel, Outlook).
• Experience imaging PCs, managing Active Directory, and supporting laboratory instrument software preferred.

Minimum Preferred Qualifications: Skills

• Demonstrated ability to provide exceptional customer service and take ownership of problems
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
• Ability to handle Tier 2 and Tier 3 incidents
• Ability to plan and prioritize work without supervision
• Ability to manage Active Directory, DNS, and other server-based applications assigned.
• Ability to work in a fast-paced environment where multiple projects are in process and must be completed in a timely manner
• Ability to deal effectively with a diversity of individuals at all organizational levels
• Strong troubleshooting skills
• Versatility, flexibility, and willingness to work within constantly changing priorities
• Acute attention to details
• Commitment to documenting work, contributing to the IT knowledge base, and maintain accurate records
• Excellent oral and written communication skills

Supervision Received and Supervisory Responsibility

• Receives minimal direction regarding prioritization and approval of proposed technical solutions
• Works independently to resolve issues following established SOPs and best practices
• Supports junior technicians to assist with advanced or specialized needs
• No supervisory responsibility

BENEFITS AND OTHER PERKS

Medical Insurance (HDHP with HSA; PPO), Dental Insurance, Vision Insurance, Flexible Spending Account (medical; dependent care), Short Term Disability | Long Term Disability Life Insurance, Paid Time Off (4 weeks per year), Parental Leave, Paid Holidays (9 scheduled; 5 floating), 401k with Employer Match, Employee Referral Program

COMMITMENT TO EQUAL OPPORTUNITY

BioAgilytix provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other group protected by federal, state, or local law.