Scientific Support Technician

JCS Solutions LLC; Mississippi; On-site; USD 65,000 - 85,000; Full time

Job summary

JCS Solutions LLC is seeking a Scientific Support Specialist to provide IT support for the NIH. The role involves desktop support, troubleshooting, and scientific computing outreach in a collaborative environment. This position offers a robust benefits package and growth opportunities in a leading technology firm dedicated to innovation.

Benefits

Health insurance

Dental insurance

Vision insurance

401k retirement plan with employer match

Annual Professional Development Reimbursement Program

Qualifications

• United States citizenship required.
• Minimum six years' experience in IT desktop support.
• Strong knowledge of Bomgar or equivalent tool.

Responsibilities

• Engage with lab staff to understand IT requirements.
• Identify and troubleshoot hardware/software issues.
• Document and maintain scientific IT requirements.

Skills

Scientific IT support

Customer service

Problem-solving

Communication

Troubleshooting

Education

Associates or equivalent experience

Tools

Service Now

Bomgar

Cisco Jabber

Microsoft Teams

Zoom

Job description

Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!

Job Summary:

JCS Solutions is seeking a Scientific SupportSpecialist to support the National Institutes of Health (NIH), National Institute of Child Health and Human Development (NICHD). The successful candidate will provide comprehensive support for desktop, scientific computing, and outreach functions, ensuring that NICHD’s research environments are equipped with reliable IT solutions that enhance scientific productivity. The ideal candidate will have a strong background in scientific IT support, experience with both Windows and Mac environments, and the ability to collaborate effectively with research personnel. If you are interested in a challenge and a great working environment, apply today!

What’s in it for you:

• Join a premier technology firm specializing in innovative solutions.
• Be part of a collaborative, inclusive, and innovative work culture.
• Enjoy tremendous growth potential in a high-performing team environment.
• A robust benefits package:
  • Health, dental, and vision insurance
  • Life insurance
  • Short-and-long term disability
  • Paid time off (PTO)
  • 401k retirement plan with employer match
  • Annual Professional Development Reimbursement Program
  • And more!

What you will do:
The specific duties include but are not necessarily limited to the following:

Scientific Computing Outreach & Support:

• Engage with laboratory staff to gain an in-depth understanding of their day-to-day operations and IT requirements in a research environment.
• Serve as a liaison between the labs, vendors, and the Information Resources Management Branch (IRMB), ensuring accurate communication of policies, issues, and technical challenges.
• Maintain regular communication with remote and on-site research staff to track IT trends and identify emerging issues that may impact scientific workflows.
• Gather and document scientific IT requirements from research personnel to build a database of needs and trends that can be used to develop solutions for common use-cases.
• Proficient in documenting and maintaining Standard Operating Procedures, KB articles, etc.

Desktop Support & Troubleshooting:

• Identify, troubleshoot, and resolve hardware and software problems.
• Provide exceptional customer service both in office and using remote tools such as Bomgar, Cisco Jabber, Microsoft Teams, Zoom, and Windows Remote Control.
• Utilizing Service Now to log, track, and document incidents to ensure customer problems are resolved.
• Respond to escalated tickets, provide solutions for reported customer problems, and prioritize and manage the ticket queue
• Work independently on day-to-day operations.
• Facilitate repairs and maintenance of laptops, desktops, printers, AV equipment and other equipment as required.
• Install, configure and maintain Windows peripherals and other end user equipment such as phones and tablets.
• Support in-office walk-ups and remote assistance while providing quality customer service.
• Run diagnostic tests to isolate system problems, assist with troubleshooting and resolving issues.

Scientific Instrumentation IT Management:

• Document and maintain an up-to-date catalog of scientific instruments, their IT components, and connectivity requirements.
• Provide technical support for network storage solutions that facilitate the secure transfer and streaming of scientific data, such as imaging files generated by microscopes, ensuring compliance with data management and storage protocols.
• Familiarity with scientific software such as statistical analysis tools (SPSS, SAS, STATA) and scientific software (Prism, DNAStar, ImageJ).

What you will bring:

• United States citizenship is required
• Ability to obtain a Public Trust
• Minimum Education: Associates or equivalent experience
• Minimum experience: Six (6) or more years’ experience in the role of an IT Desktop technician supporting a Windows desktop/laptop environment.
• Strong knowledge of Bomgar or equivalent tool for providing remote support is required.
• Must be able to lift 30 pounds.
• Strong communication skills both oral and written.

How you will wow us:

• Experience: Minimum of 5 years of experience in desktop support and scientific computing environments, preferably within a research or academic setting.
• Technical Skills:
  • Strong proficiency with Mac environments, including configuration and support for iMac, Mac Pro, and future Mac devices.
  • Familiarity with scientific software tools such as Conda, Brew, RStudio, and experience supporting devices connected to scientific equipment.
  • Strong knowledge of network tools and experience providing support for network storage solutions, VLANs, and isolated network environments.
  • Knowledge of scientific data management best practices, including data streaming and secure storage solutions.
• Communication & Problem-Solving: Ability to communicate complex technical issues to non-technical research staff and provide practical solutions that align with scientific goals. Strong troubleshooting and analytical skills.
• Federal Experience: Prior experience supporting federal research institutions or healthcare agencies such as NIH is highly desirable. Familiarity with NICHD’s research environment is a strong asset.

JCS Solutions LLC (JCS) is a premier technology firm specializing in enterprise-wide capabilities including cloud and infrastructure solutions, cyber security, digital modernization, next generation technologies enablement, software solutions, and mission support services dedicated to providing the highest quality of services and solutions. JCS delivers expert management consulting and information technology (IT) solutions to federal agencies.

We are a learning organization that promotes a work culture of collaboration, inclusiveness, inspiration and innovation.

JCS has been certified as a Great Place to Work four years in a row and wasawarded as Washington Post’s Top Places to Work for 2024.

Our employees embody our core values, and we are looking for others who do too!

• Customer Experience:Strive for excellence and delight our clients
• Innovation:Embrace creative thinking to enable continual growth and powerful solutions
• Accountability:Take ownership of and pride in our actions and service delivery
• Inspire:Be inspired to be your best self and have fun in the process
• Integrity:Do the right thing, the right way, every time!
• Stewardship:Careful management of something entrusted to us.

Commitment to Non-Discrimination:
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.