Lab Desktop Support Specialist

Cell Signaling Technology (CST); Danvers (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

Cell Signaling Technology (CST) seeks a Lab Desktop Support Specialist to provide ongoing support to over 650 employees. The role involves troubleshooting hardware and software in a laboratory setting, ensuring maximum efficiency of user operations. Ideal candidates will have extensive help desk experience, particularly with Windows and Apple systems, alongside strong analytical and customer service skills.

Benefits

Medical and Dental plans paid at 90%

401(k) Plan with 6% match

Tuition Reimbursement

Generous PTO package

Pet Insurance

Onsite Subsidized Cafeteria

Qualifications

• Minimum 4 years of help desk experience.
• Experience with Windows and Apple technologies.
• Strong analytical skills for troubleshooting issues.

Responsibilities

• Install, upgrade, troubleshoot and configure desktops and peripherals.
• Provide quality end-user support for hardware and software.
• Triage and escalate unresolved issues to appropriate IT departments.

Skills

Customer Service

Troubleshooting

Analytical Skills

Education

High School Diploma or equivalent

Tools

Active Directory

Ticket Management Software

Client/Endpoint Management Software

Job description

Who we are…

Cell Signaling Technology (CST) is a different kind of life sciences company, one founded, owned, and run by active research scientists, with the highest standards of product and service quality, technological innovation, and scientific rigor for over 20 years. We consistently provide fellow scientists around the globe with best-in-class products and services to fuel their quests for discovery.

Helping researchers find new solutions is our main mission every day, but it's not our only mission. We're also dedicated to helping identify solutions to other problems facing our world. We believe that all businesses must be responsible and work in partnership with local communities, while seeking to minimize their environmental impact. That's why we joined 1% for the Planet as its first life science member, and have committed to achieving net-zero emissions by 2029.

The role...

The Lab Desktop Support Specialist provides day-to-day support to the company’s 650+ employees worldwide with a focus on the company’s laboratory computing environment, including troubleshooting and resolution of Macintosh and Windows hardware, software and network issues. The ideal candidate is highly customer focused and possesses strong analytical and troubleshooting skills.

You'll have the opportunity to...

• Install, upgrade, troubleshoot and configure desktops, laptops, peripherals, and other hardware


• Answer and respond to telephone, walk-in, e-mail and self-service requests in a courteous and professional manner


• Provide quality end user support including in-person break-fix, remote assistance and request fulfillment for new hardware and software


• Triage and escalate issues to other IT departments as appropriate


• Enter, update and close all support activity into the ticketing system within SLA


• Install, upgrade, troubleshoot and configure software including commercial software, custom software and SaaS software


• Provide support for remote employees as needed including but not limited to: VPN connectivity, password resets, etc.


• All other duties as assigned

Who you are and what you bring to the team...

• High School Diploma or equivalent


• Minimum 4 years of help desk experience supporting end users


• Experience with and expertise in Windows technology


• Experience supporting Apple technology (OS X and iOS)


• Excellent Customer Services skills both in person, via phone and written via a remote session/email/IM, etc.


• Strong analytical and troubleshooting skills

Ideally, you have...

• Previous experience working in a laboratory environment is highly desired


• Experience administering or using client/endpoint management software (inTune, LANDesk, JAMF, etc.)


• Experience with ticket management software


• Experience in the administration of user accounts and properties – creation, deletion and maintenance etc.


• Experience supporting users in an Active Directory environment


• Experience supporting Google G-Suite and related technologies


• Experience supporting Android platform


• Technical certifications are a plus (Microsoft, Apple, A+ etc.)

Physical Conditions/Physical Requirements...

• Physically able to safely lift and carry 50 pounds to move, install, unpack PC equipment etc. as required


• Transportation to drive between two locations (Danvers and Beverly)

What we offer...

At Cell Signaling Technology (CST), we recognize that people will always be our most important asset. Providing a safe, inclusive, and stimulating working environment that understands the importance of diversity, human dignity, and meaningful work is as important as establishing company policies that incorporate excellent health insurance and pay benefits. We recognize that the development of people is the key to their happiness and thus ensure every employee has impactful discussions with their manager and develops actionable performance and professional development plans. Lastly, we are committed to engaging and supporting our employees in committees and philanthropy that benefit their local communities and environment through community investment programs.

Benefits

• Medical (BCBS) and Dental (Delta Dental) plans paid at 90%


• Vision Insurance


• Life Insurance, Short and Long Term Disability


• Flexible Spending accounts


• 401(k) Plan with 6% match


• Tuition Reimbursement


• Generous PTO package


• Parental Leave


• Pet Insurance


• Employee Assistance Program


• Onsite Subsidized Cafeteria


• Free Parking

Cell Signaling Technology (CST) is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, status as a veteran or as a member of the military or status in any group protected by applicable federal or state laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

AGENCIES

All resumes submitted by search firms/employment agencies to any employee at Cell Signaling Technology (CST) via email, the Internet, or in any form and/or method will be deemed the sole property of CST unless CST engaged such search firms/employment agencies for this position and a valid agreement with CST is in place. In the event a candidate who was submitted outside of the CST agency engagement process is hired, no fee or payment of any kind will be paid.

If you are a California resident, more details on how we process your personal information can be found here.