Laboratory IT Support Analyst

Duration: FTE Location: MA-Cambridge, Onsite Overview: Crew helps our clients deliver change through IT project delivery, business process improvement, and operational efficiency efforts. Our high-performing consultants are natural leaders who manage a wide range of responsibilities that vary from assignment to assignment. Our consultant training programs, investment in career development, and premier client portfolio ensure constant challenge and rapid growth for our employees. Crew process improvement associates measure and document customer satisfaction, cost and time reduction, and quality improvement processes and develop strategies to improve them. Responsibilities Laboratory IT Support and TroubleshootingProvide Level 2 technical support for laboratory workstations, computers, operating systems, software, and IT components associated with scientific instrumentsTroubleshoot hardware, software, connectivity, access, and workstation performance issues affecting laboratory operationsPerform initial technical diagnostics to isolate issues and determine whether resolution requires involvement from network, infrastructure, application support, or equipment vendor teamsSupport incident resolution through hands-on troubleshooting, appropriate escalation, and coordination with specialized technical teamsMinimize disruption to laboratory operations by responding to incidents promptly and maintaining clear communication with stakeholdersFollow established IT, security, change management, and quality procedures when supporting laboratory computing environmentsInstrument Workstation Deployment and IT CoordinationSupport the IT components of new laboratory instrument deployments, including workstation provisioning, software installation coordination, network connectivity, and system readinessCoordinate with laboratory personnel, equipment vendors, and internal IT teams to understand technical requirements and deployment dependenciesInitiate and manage service requests for infrastructure provisioning, system access, network configuration, security approvals, and other required IT servicesTrack deployment activities, outstanding requests, approvals, and dependencies to ensure timely completionIdentify and proactively escalate blockers that could delay equipment deployment or disrupt laboratory operationsCoordinate technical handoffs and verify that required IT activities have been completed in accordance with established proceduresIT Service Management and Cross-Functional CoordinationManage incidents, service requests, and support activities through an enterprise IT ticketing platform such as ServiceNowTake ownership of assigned tickets from initial intake through resolution, including issues requiring action from multiple support teamsCollaborate with endpoint support, networking, cybersecurity, infrastructure, application support, and external vendors to drive issue resolutionProactively follow up on outstanding requests, monitor progress, and escalate delays or unresolved dependenciesMaintain accurate ticket documentation, troubleshooting notes, status updates, and resolution detailsFollow established incident management, request fulfillment, change management, and escalation processesOn-Site Support and Operational OwnershipServe as a dependable, on-site IT resource supporting the daily technology needs of laboratory personnelOperate independently while maintaining strong collaboration with remote IT teams, senior technicians, and enterprise support functionsPrioritize competing support requests based on operational impact, urgency, and established service expectationsBuild relationships with scientists, laboratory managers, IT stakeholders, and external technology vendorsDevelop familiarity with laboratory computing environments, site-specific procedures, and organizational support processesIdentify recurring issues, process inefficiencies, and opportunities to improve support effectivenessDemonstrate accountability, persistence, and a willingness to take initiative in resolving problems Qualifications Experience in IT technical support, desktop support, endpoint support, field services, or a related technical support functionWorking knowledge of Windows operating systems, workstation hardware, software installation, user access, and basic networking conceptsAbility to troubleshoot common endpoint, application, and connectivity issues and determine appropriate escalation pathsExperience working with an IT service management or ticketing platform, such as ServiceNow, Jira Service Management, or a comparable systemUnderstanding of IT incident management, service request fulfillment, and escalation processesAbility to coordinate technical activities across multiple teams and follow issues through to resolutionStrong organizational skills, attention to detail, and ability to manage multiple open tickets and competing prioritiesEffective written and verbal communication skills, including the ability to interact with both technical teams and nontechnical stakeholdersDemonstrated initiative, accountability, problem-solving ability, and willingness to learn new technologies and processesAbility to work independently in an on-site support capacity while leveraging remote technical resources Preferred Qualifications Previous experience providing IT support in a pharmaceutical, biotechnology, laboratory, manufacturing, or other regulated environmentFamiliarity with laboratory instrument workstations, scientific applications, or specialized computing environmentsExperience coordinating IT deployments involving multiple infrastructure teams, vendors, and approval processesUnderstanding of enterprise endpoint management, Active Directory, network connectivity, and workstation provisioningFamiliarity with ITIL practices, change control, and structured enterprise IT service management processesExposure to GxP, computer system validation (CSV), or IT quality and compliance requirementsExperience supporting specialized or business-critical systems where changes and troubleshooting must follow controlled procedures The salary range for this role is $62,000 to $85,000 or the hourly equivalent. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Turnberry Solutions offers benefits such as a comprehensive healthcare package (medical, dental, vision), disability and group term life insurance, health and flexible spending accounts, a utilization bonus, 401(k) with match, flexible time off for salaried employees, parental leave for salaried employees, and flexible work arrangements (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Turnberry, you'll find a far-reaching choice of benefits and incentives. At Turnberry, we are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics. Americans With Disabilities Act (ADA) Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at turnberryhr@turnberrysolutions.com. Onsite work expected - Day 1