Lab Systems Support Specialist

TechClub Inc; Durham (NC); On-site; USD 85,000 - 120,000; Full time

Job summary

TechClub Inc. is seeking a senior IT support specialist to provide first-level technical support for laboratory applications, instrument-integrated systems, and lab IT infrastructure in Durham, NC.

You will manage user accounts, onboarding/offboarding, and software deployments while coordinating with desktop, infra, and network teams. You will troubleshoot hardware, software, and instrument integration issues, support GLP/GMP and 21 CFR Part 11 compliance, and help maintain SOPs and change

Qualifications

• Bachelor’s degree in IT / CS / Life Sciences / Engineering.
• 8+ years of experience in a laboratory or IT support role.
• Working knowledge of Windows operating systems, Active Directory, SCCM, networking concepts, backup and recovery solutions, and endpoint management.
• Familiarity with laboratory instruments and integrated laboratory software platforms.
• Understanding of ITIL processes, including Incident, Problem, Change, and Service Request Management.
• Knowledge of regulatory requirements, including GLP, GMP, FDA regulations, and 21 CFR Part 11.
• Strong troubleshooting, communication, documentation, and stakeholder management skill

Responsibilities

• Provide first-level technical support for laboratory applications, instrument-integrated systems, and laboratory IT infrastructure.
• Perform user administration activities, including user account creation, modification, deactivation, and access management.
• Support onboarding and offboarding of laboratory systems and users.
• Coordinate and execute software installations, upgrades, patches, and configuration changes for laboratory systems.
• Configure and maintain laboratory applications, instrument interfaces, and related system settings.
• Assist lab users in troubleshooting software, hardware, and instrument integration issues.
• Support audit trail reviews, data archival activities, and system maintenance.
• Manage Windows-based laboratory workstations and network-connected devices.
• Coordinate with desktop, infrastructure, and network teams to resolve hardware and connectivity issues.
• Administer Active Directory components including OU migrations and security groups.
• Perform endpoint administration including SCCM client deployment and maintenance.
• Troubleshoot network issues affecting laboratory operations.
• Perform and monitor backup and recovery activities for laboratory systems.
• Coordinate monthly patching and preventive maintenance schedules.
• Work with vendors to resolve hardware failures and outages.
• Support GLP, GMP, FDA 21 CFR Part 11 regulatory compliance.
• Maintain SOPs, documentation, and change records.
• Create, document, and implement ITIL-based change requests.

Skills

Troubleshooting

Documentation

Stakeholder management

Communication

ITIL processes

Incident management

Problem management

Education

Bachelor’s degree in IT / CS / Life Sciences / Engineering

Tools

SCCM

Active Directory

Windows OS

Backup and recovery tools

Job description

• Provide first-level technical support for laboratory applications, instrument-integrated systems, and laboratory IT infrastructure.
• Perform user administration activities, including user account creation, modification, deactivation, and access management.
• Support onboarding and offboarding of laboratory systems and users.
• Coordinate and execute application software installations, upgrades, patches, and configuration changes for standalone and networked laboratory systems.
• Configure and maintain laboratory applications, instrument interfaces, and related system settings.
• Assist laboratory users in troubleshooting software, hardware, and instrument integration issues involving systems such as HPLC, GC, spectrophotometers, and other analytical instruments.
• Support audit trail reviews, data archival activities, and system maintenance activities.
• Manage and support Windows-based laboratory workstations and network-connected devices.
• Coordinate with desktop, infrastructure, and network support teams to resolve hardware, operating system, and connectivity issues.
• Administer Active Directory components, including computer accounts, Organizational Units (OUs), security groups, permissions, and OU migrations.
• Perform endpoint administration activities, including SCCM client deployment, configuration, troubleshooting, and maintenance.
• Troubleshoot network-related issues, including DNS, DHCP, domain authentication, and connectivity problems affecting laboratory operations.
• Perform and monitor backup and recovery activities for laboratory systems, including standalone and benchtop instruments.
• Support system image restoration, file-level recovery, backup client installation, and backup job monitoring.
• Coordinate monthly patching activities and preventive maintenance schedules.
• Work with vendors and infrastructure teams to resolve hardware failures, maintenance requirements, and system outages.
• Support compliance with GLP, GMP, FDA, 21 CFR Part 11, and applicable regulatory requirements.
• Ensure laboratory systems are maintained and operated in accordance with approved SOPs, Work Instructions (WIs), validation documentation, and quality procedures.
• Update and maintain SOPs, technical documentation, configuration records, user guides, and operational procedures.
• Create, document, and implement change requests in accordance with established ITIL-based change management processes.

Required Qualifications

• Bachelor’s degree in information technology, Computer Science, Life Sciences, Engineering, or a related discipline.
• 8+ years of experience in a laboratory or IT support role.
• Working knowledge of Windows operating systems, Active Directory, SCCM, networking concepts, backup and recovery solutions, and endpoint management.
• Familiarity with laboratory instruments and integrated laboratory software platforms.
• Understanding of ITIL processes, including Incident, Problem, Change, and Service Request Management.
• Knowledge of regulatory requirements, including GLP, GMP, FDA regulations, and 21 CFR Part 11.
• Strong troubleshooting, communication, documentation, and stakeholder management skill