Sr. Business Systems Analyst - Laboratory Systems & Technical Support Analyst

Milestone Technologies, Inc.; Thousand Oaks (CA); On-site; USD 55,000 - 128,943,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a Benchtop/Laboratory Systems & Technical Support Analyst to provide day-to-day support for laboratory workstations, instrument controllers, and scientific applications in Thousand Oaks.

This onsite role collaborates with scientists and IT teams to keep GMP/GxP environments compliant and data-integrity driven. You will install, configure, and maintain lab systems, manage incidents in ServiceNow, and deploy software via SCCM/MECM, while delivering Tier 1–2

Qualifications

• 5+ years supporting laboratory, scientific, manufacturing, or regulated environments.
• Strong experience supporting Windows desktop operating systems.
• Experience supporting laboratory instrument workstations and instrument controller systems.
• Experience with ServiceNow or similar ITSM platforms.
• Experience using SCCM/MECM for software deployment and endpoint management.

Responsibilities

• Provide day-to-day support for laboratory workstations, instrument controllers, and scientific applications.
• Install, configure, maintain, and troubleshoot computer systems connected to laboratory instruments.
• Support analytical and quality laboratory environments utilizing instrument-generated data.
• Coordinate with instrument vendors for installation, upgrades, maintenance, and troubleshooting activities.
• Support laboratory systems throughout their lifecycle, including onboarding, upgrades, maintenance, and retirement.

Skills

Windows OS

Lab IT support

Networking

Customer service

Documentation

Tools

ServiceNow

SCCM/MECM

Active Directory

DNS/DHCP

Endpoint security

Job description

• Endpoint Security

Benchtop/Laboratory Systems & Technical Support Analyst

Location: Thousand Oaks, CA (Onsite 5 Days/Week)

MUST BE CURRENTLY LOCAL TO THOUSAND OAKS

Please be sure to list your current location on your resume for consideration.

Duration: 4-12+ Month W2 (ONLY) Contract

Schedule: Monday-Friday, 8:00 AM - 5:00 PM (occasional after-hours support required)

Rate: $40.00/Hr. - $45.00/Hr. - W2

Must Haves

• 5+ years supporting laboratory, scientific, manufacturing, or regulated computing environments.
• Strong experience supporting Windows desktop operating systems.
• Experience supporting laboratory instrument workstations and instrument controller systems.
• Experience with ServiceNow or similar ITSM platforms.
• Experience using SCCM/MECM for software deployment and endpoint management.
• Strong troubleshooting skills across hardware, software, networking, and laboratory applications.
• Knowledge of:
• Active Directory
• Windows Domains
• TCP/IP Networking
• DNS/DHCP
• Endpoint Security
• Software Deployment Technologies

We are seeking an experienced Laboratory Systems & Technical Support Analyst to support laboratory computing systems, scientific instrumentation, and enterprise laboratory data platforms within a highly regulated GLP/GMP environments. The IS Analysts will work closely with scientific functional groups to install, configure, test, maintain, and troubleshoot lab workstation hardware and software. The role will also work on general lab IT system problem tickets as reported by lab scientists.

The successful candidate will partner closely with scientists, laboratory personnel, manufacturing teams, validation groups, instrument vendors, and IT teams to ensure laboratory systems remain compliant, secure, and operational while supporting data integration with enterprise systems.

This position is ideal for someone with a strong background supporting laboratory environments, scientific instruments, and regulated systems who enjoys working directly with end users and solving complex operational challenges.

Key Responsibilities

Laboratory Systems Support

• Provide day-to-day support for laboratory workstations, instrument controllers, and scientific applications.
• Install, configure, maintain, and troubleshoot computer systems connected to laboratory instruments.
• Support analytical and quality laboratory environments utilizing instrument-generated data.
• Partner with laboratory scientists and business users to resolve hardware, software, and application issues.
• Coordinate with instrument vendors for installation, upgrades, maintenance, and troubleshooting activities.
• Support laboratory systems throughout their lifecycle, including onboarding, upgrades, maintenance, and retirement.
• Troubleshoot issues involving instrument connectivity, network shares, data transfers, and data ingestion into enterprise platforms.
• Collaborate with scientists, instrument vendors, and application teams to support laboratory systems and data workflows.
• Assist in integrating laboratory instruments into the enterprise data acquisition ecosystem.
• Support systems operating within GMP, GxP, and validated environments.
• Follow established SOPs, change control processes, and validation requirements.
• Participate in Computer System Validation (CSV) activities when required.
• Ensure systems remain compliant with security, audit, and regulatory requirements.
• Support data integrity initiatives and regulatory inspections.

Service Management & End User Support

• Respond to incidents, service requests, and change requests through ServiceNow.
• Provide Tier 1 and Tier 2 support for laboratory and manufacturing users.
• Perform user account administration, licensing management, and access requests.
• Diagnose and resolve hardware, software, operating system, and network-related issues.
• Maintain ownership of issues through successful resolution.

Asset Management & Documentation

• Maintain accurate inventory of laboratory computers and instrument controllers.
• Perform physical audits and inventory reconciliation.
• Document configurations, support procedures, validation activities, and system changes.
• Ensure all work is accurately captured in ServiceNow and asset management systems.

Windows & Endpoint Support

• Support Windows-based laboratory workstations and instrument controller systems.
• Assist with workstation deployments, lifecycle management, patching, and hardware refresh initiatives.
• Support Windows 10 and Windows 11 environments.
• Deploy software updates, security patches, and endpoint protection solutions using SCCM/MECM.
• Validate laboratory applications and instrument functionality following system updates.

Required Qualifications

Technical Experience

• 5+ years supporting laboratory, scientific, manufacturing, or regulated computing environments.
• Strong experience supporting Windows desktop operating systems.
• Experience supporting laboratory instrument workstations and instrument controller systems.
• Experience with ServiceNow or similar ITSM platforms.
• Experience using SCCM/MECM for software deployment and endpoint management.
• Strong troubleshooting skills across hardware, software, networking, and laboratory applications.
• Knowledge of:
• Active Directory
• Windows Domains
• TCP/IP Networking
• DNS/DHCP
• Endpoint Security
• Software Deployment Technologies

Soft Skills

• Excellent customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently in a fast-paced laboratory environment.
• Strong organizational and documentation skills.
• Ability to effectively support scientific and technical users.

Preferred Qualifications

• Experience supporting GMP, GxP, GLP, or validated environments.
• Computer System Validation (CSV) experience.
• Experience supporting laboratory informatics platforms such as:
• BIOVIA
• LIMS
• ELN
• Waters Empower
• Scientific Data Management Systems
• Experience with Instrument Data Acquisition (IDA) platforms.
• Experience supporting laboratory instruments including:
• HPLC Systems
• Mass Spectrometry Platforms
• Chromatography Systems
• Analytical Testing Instruments
• Experience supporting Manufacturing Execution Systems (MES).
• Knowledge of laboratory data workflows and data integrity principles.
• PowerShell, Python, SQL, or automation scripting experience.
• ITIL experience or certification.
• Technical certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.