Laboratory IT Support Specialist

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

Successful candidate will support a laboratory on location to meet the general laboratory IT needs and to provide LIMS software support to end users. Candidates must be able to commute and work in Bothell, Washington Monday through Friday. Assignment may include remote support for other laboratories in the U.S. with the possibility of rare travel for in-person support. This position requires a combination of experience and/or education in IT and/or a related degree such as Med Tech, BioMedical IT. Must be USC/GC/EAD with ability to obtain a government public trust clearance.

The role of the Laboratory IT Support Specialist is to provide first line IT support to analysts for lab instrumentation installation, maintenance, retirement and management of instrument controlling computers. We will train and prepare the successful candidate on the Laboratory Information Management System (LIMS) to provide support to end users of the current software. A successful candidate must work well as part of a geographically dispersed team to collectively meet the needs of a total of fifteen laboratories. Effective communication with end users, team members, and leadership is essential. As the sole team member at the site, they are team’s primary source of information about that site, activities and challenges there, and user feedback. Since support provided may extend beyond the local site, they must be able to work remotely with end users with varied skill levels, be sensitive to the urgency of their requests, and must be willing to share their expertise with their team to ensure best-possible support for all laboratories.

The Laboratory IT Support Specialist is responsible for resolving support requests to meet customer satisfaction and continuous service delivery demands. In a fast-paced, secure environment, Laboratory IT Support staff logs service requests, troubleshoot issues, works with reimaging systems and backup of data, and works with instrumentation contractors. They provide end user support and training for LIMS and assist with user account management.

Key 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.

Required 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. Tasks may require walking, standing, bending and stretching, and lifting as well as manual dexterity.
• Experience with Waters Empower/NuGenesis preferred but not required.
• Must be able to pass a background check and secure Public Trust clearance.
• BA/BS (Information Technology/Systems) or 2 years IT experience.

ABOUT US

Precise Software Solutions, Inc. is a mission-focused technology services company delivering secure digital platforms, infrastructure, and operational IT services to government organizations. A CMMI Level 3–appraised company, Precise partners with agency technology leaders and solution providers to design, build, operate, and modernize enterprise IT solutions that support critical public missions combining agility, innovation, and performance to deliver measurable results.

Precise specializes in cloud and hybrid infrastructure, platform engineering, security operations and compliance, application modernization, and data platforms and analytics. The company is known for its agile, delivery-driven approach and innovative engineering practices, applying operational rigor and performance-focused execution to improve system resilience, security, and scalability across complex government environments.

BENEFITS AND PERKS:

• Comprehensive Health Benefits (Medical, Dental and Vision)
• Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
• Retirement Plan with 4% match and discretionary match at year end
• Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays+ 3 Floating holidays; 2 Innovation days (paid training days)
• Short Term and Long-Term Disability
• Paid Jury Duty leave
• Life and AD&D Insurance
• Critical Illness Insurance
• Training and Development
• Wellness Incentives & Discount programs
• Employee Referral Program
• Annual Charity Donation Match
• Awards and Recognition

Equal Employment Opportunity Statement

Precise Software Solutions is committed to providing a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, protected veteran status, or other legally protected status.

We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We expect every member of the Precise community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.