IT Lab Systems Support Specialist II

IT Lab Systems Support Specialist II

Requirements

• Bachelor’s degree in an IT-related field or equivalent work experience.
• Minimum required experience working on IT equipment in a GxP environment: three (3) years.
• Not less than three (3) years’ experience in an end-user-facing computer support role, preferably in a regulated industry, with knowledge of computing hardware, software, data cabling, networking protocols, and desktop implementation/support.
• Proven customer-facing support experience with Windows OS, networking fundamentals, and common business applications (Word, Excel, Outlook).
• Experience imaging PCs, managing Active Directory, and supporting laboratory instrument software preferred.

Responsibilities

• Act as a first- and second-line responder for all tickets in the ITSM system; log, prioritize, and track incidents and requests, engaging Level III analysts or vendors as needed and communicating status to requestors.
• Image, harden, and validate Windows workstations for LIMS/ELN, Sciex Analyst, Chromeleon, Orchard, Softmax etc.; install antivirus, domain policies, and backup agents in accordance with change-control SOPs.
• Apply vendor-approved security patches and minor software upgrades; capture IQ/OQ evidence and ensure ongoing validated state under 21 CFR Part 11 and GAMP 5 guidelines.
• Create, modify, and disable user accounts in Active Directory and lab applications; perform quarterly access reviews and maintain least-privilege security.
• Diagnose TCP/IP, VLAN, and firewall issues affecting instruments, label printers, and networked lab equipment; coordinate with Infrastructure team to restore connectivity.
• Deliver just-in-time coaching to scientists on LIMS workflows, instrument software basics, printing of chromatograms/labels, and good data-integrity practices; contribute knowledge-base articles.
• Open, manage, and document vendor support cases; facilitate remote sessions or onsite visits, ensuring timely resolution of complex instrument or application faults.
• Maintain accurate inventories of lab PCs, instruments, and software licenses; forecast replacement needs and initiate procurement requests.
• Update SOPs, change records, and validation binders; compile logs and evidence packages in preparation for client, internal, or regulatory audits.

Preferred Qualifications

• Demonstrated ability to provide exceptional customer service and take ownership of problems.
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Ability to handle Tier 2 and Tier 3 incidents.
• Ability to plan and prioritize work without supervision.
• Ability to manage Active Directory, DNS, and other server-based applications assigned.
• Ability to work in a fast-paced environment where multiple projects are in process and must be completed in a timely manner.
• Ability to deal effectively with a diversity of individuals at all organizational levels.
• Strong troubleshooting skills.
• Versatility, flexibility, and willingness to work within constantly changing priorities.
• Acute attention to details.
• Commitment to documenting work, contributing to the IT knowledge base, and maintain accurate records.
• Excellent oral and written communication skills.