Laboratory IT Support Specialist

About the role

The Laboratory IT Support Specialist provides first line IT support to analysts for lab instrumentation installation, maintenance, retirement and management of instrument controlling computers. They also provide LIMS software support to end users and assist with user account management.

Responsibilities

• Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• Resolve incidents with printers, copiers and scanners.
• Accurately and promptly record, update, and document requests using the IT service desk system and other ticketing systems and provide prompt resolution.
• Work with laboratory staff to promptly resolve issues without disruption of workflow and with sensitivity to user needs and request urgency.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalate incidents to other support teams where necessary.
• Install and configure new IT equipment.
• Assist with moves and networking of all laboratory equipment.
• Image existing scientific controllers for emergency restoration.
• Resolve incidents and upgrade different types of software and hardware.
• Collaborate with other agency teams to maintain the scientific network and to manage data backups and data management.
• Prioritize tasks, multi-task, and seek assistance as needed to ensure prompt resolution of all issues.
• Create, maintain, and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• Following training, provide day-to-day LIMS support, user training, LIMS configuration, and assist the laboratory in leveraging LIMS features to support laboratory operations.
• Support data management and data transfer systems associated with laboratory equipment.

Requirements

• Must have IT experience or education.
• Minimum 1 year IT support experience with direct user contact and demonstrated gold-standard customer service or equivalent education/training.
• BioMedical IT experience or equivalent preferred.
• Passion for solving problems and helping people resolve issues.
• Demonstrated good oral and written communication skills.
• Ability to work collaboratively as part of a geographically dispersed team and serve as the primary source of information about the site(s) they support.
• Customer service attitude: Patience, people skills and a sense of humor.
• Ability to work in a laboratory environment that may require adherence to safety practices, regular contact with laboratory staff, and the ability to travel around the facility and complete installation and maintenance tasks as required. Tasks may require walking, standing, bending and stretching, and lifting as well as manual dexterity.
• Experience with Waters Empower/NuGenesis preferred but not required.
• Must be able to pass a background check and secure Public Trust clearance.

Qualifications

• Minimum Education: BA/BS (Information Technology/Systems) or 2 years IT experience.

Benefits and Perks

• Comprehensive Health Benefits (Medical, Dental and Vision)
• Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
• Retirement Plan with 4% match and discretionary match at year end
• Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays+ 3 Floating holidays; 2 Innovation days (paid training days)
• Short Term and Long-Term Disability
• Paid Parental Leave
• Paid Jury Duty leave
• Life and AD&D Insurance
• Critical Illness Insurance
• Training and Development
• Wellness Incentives & Discount programs
• Employee Referral Program
• Annual Charity Donation Match
• Awards and Recognition

About Us

Precise Software Solutions, Inc. is a mission-focused technology services company delivering secure digital platforms, infrastructure, and operational IT services to government organizations. A CMMI Level 3–appraised company, Precise partners with agency technology leaders and solution providers to design, build, operate, and modernize enterprise IT solutions that support critical public missions combining agility, innovation, and performance to deliver measurable results.

Precise specializes in cloud and hybrid infrastructure, platform engineering, security operations and compliance, application modernization, and data platforms and analytics. The company is known for its agile, delivery-driven approach and innovative engineering practices, applying operational rigor and performance-focused execution to improve system resilience, security, and scalability across complex government environments.