IT Support Associate (CONTRACT)

Responsibilities

• Provide Tier 2 support for escalated technical issues involving desktops, laptops, mobile devices, video conferencing, and peripheral equipment
• Support Windows and macOS environments, Microsoft 365 applications, and common collaboration tools (e.g. Zoom, Teams)
• Aid in onboarding/offboarding, access management, and software installation
• Maintain accurate IT asset inventories and ensure consistent patching, antivirus, and encryption compliance
• Document troubleshooting steps, resolutions, and system configurations
• Deploy, configure, and maintain laboratory IT systems, including instrument PCs, data acquisition software, and integrations with enterprise platforms (e.g. ELN, Sciex, LIMS, Waters, Chromeleon, Cytiva, ThermoFisher and SDMS)
• Support connectivity between lab instruments, networks, and data storage solutions
• Troubleshoot hardware/software issues for lab equipment, instrument controllers, and specialized applications
• Ensure system uptime, stability, and performance for scientific workflows
• Follow IT SOPs, change management, and validation procedures for lab systems
• Ensure scientific data is properly backed up, stored, and retrievable
• Enforce security policies for lab systems, including patching, access controls, and audit trails.
• Work closely with onsite, remote, and other IT onsite personnel to understand requirements and deliver tailored solutions
• Partner with vendors for instrument/software upgrades, repairs, and integration projects
• Stay current with emerging technologies in laboratory informatics and IT infrastructure
• Drive automation and process improvements to enhance productivity and reduce manual effort

Requirements

• Associates degree with 2+ years of IT support experience in life sciences, biotechnology, or pharmaceutical companies providing end user support, with ideally 1+ year support laboratory systems
• Working knowledge of lab systems (e.g. ELN, Sciex, LIMS, CDS, Cytiva, ThermoFisher, and SDMS) and scientific instrument integration
• Proficiency in Windows, macOS, networking, and endpoint management
• Strong knowledge of Azure AD, Office 365, and cloud file sharing platforms (e.g. Egnyte, SharePoint, OneDrive)
• Familiarity with endpoint management systems (e.g. JAMF Pro, Automox, NinjaOne, Intune, Endpoint Privileged Management) and ticketing platforms (e.g. Freshservice)
• Excellent problem-solving skills, attention to detail, and customer service orientation
• Ability to work independently and collaborate cross-functionally in a fast-paced environment

Necessities

• Desire to work in an innovative and collaborative environment