Lab IT & LIMS Support Specialist (Bothell)

Precise Software Solutions, Inc.; Bothell (WA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Comprehensive Health Benefits

Flexible Spending Accounts (FSA) & HSA

Retirement Plan with 4% match

PTO 15 days + 7 holidays + 3 floating

Job summary

Precise Software Solutions, Inc. is seeking a Laboratory IT Support Specialist to provide first-line IT support for lab instrumentation, install and manage LIMS, and coordinate with nationwide laboratories.

You will train on LIMS, support fifteen labs, and work remotely with end users as needed while commuting to Bothell, WA. The role requires IT experience or related education, USC/GC/EAD with ability to obtain government public trust clearance, and willingness to travel for in-person support.

Qualifications

• Must have IT experience or education.
• Minimum 1 year IT support experience with direct user contact and demonstrated gold-standard customer service or equivalent education/training.
• BioMedical IT experience or equivalent preferred.
• Passion for solving problems and helping people resolve issues.
• Demonstrated good oral and written communication skills.
• Ability to work collaboratively as part of a geographically dispersed team and serve as the primary source of information about the site(s) they support.
• Customer service attitude: Patience, people skills and a sense of humor.
• Ability to work in a laboratory environment that may require adherence to safety practices, regular contact with laboratory staff, and the ability to travel around the facility and complete installation and maintenance tasks as required.
• Must be able to pass a background check and secure Public Trust clearance.
• BA/BS (Information Technology/Systems) or 2 years IT experience.

Responsibilities

• 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 to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Be a highly motivated team player with the skills and ability to manage changing priorities.
• Undertake other duties not specifically stated.

Skills

IT experience

1 year IT support

BioMedical IT

Education

BA/BS (Information Technology/Systems) or 2 years IT experience

Job description

Precise Software Solutions, Inc. is seeking a Laboratory IT Support Specialist to provide first-line IT support for lab instrumentation, install and manage LIMS, and coordinate with nationwide laboratories.

You will train on LIMS, support fifteen labs, and work remotely with end users as needed while commuting to Bothell, WA. The role requires IT experience or related education, USC/GC/EAD with ability to obtain government public trust clearance, and willingness to travel for in-person support.