IT Support Technician

IT Support Specialist

The IT Support Specialist is responsible for maintaining the day-to-day technology needs of Sterling Labs staff. This is an entry-level, hands-on role focused on the physical IT environment — including desktop computers, phones, printers, and related peripherals. The IT Support Specialist will set up new users, troubleshoot hardware and software issues, and ensure that all in-office equipment is functional and properly maintained. Network infrastructure is managed by a third-party provider; this role serves as the primary on-site point of contact for all endpoint and device-level support.

Key Responsibilities:

• Set up and configure workstations, monitors, keyboards, phones, and printers for new and existing staff.
• Onboard new employees by creating user accounts, configuring email, and ensuring devices are ready for use on their first day.
• Install, update, and configure operating systems and standard business applications.
• Provide day-to-day technical support to staff for hardware, software, and peripheral issues.
• Diagnose and resolve technical problems promptly to minimize downtime.
• Maintain accurate records of IT equipment, including inventory tracking and asset assignments.
• Manage printer setup, maintenance, and troubleshooting across the office.
• Coordinate with the third-party network provider for escalations and relay relevant information between staff and the vendor.
• Maintain records of repairs, fixes, and equipment changes for future reference.
• Ensure all devices are configured securely and in accordance with company policies.
• Schedule and support regular maintenance to keep equipment in optimal working condition.
• Assist with integrating lab instruments and devices with internal systems and the LIMS as needed.
• Provide basic training to staff on the effective use of devices and standard software tools.
• Document and communicate equipment issues, maintenance schedules, and status updates to management.

Qualifications:

• Associate degree in Information Technology, Computer Science, or a related field preferred. Relevant certifications (e.g., CompTIA A+, CompTIA IT Fundamentals) are a plus.
• 1–2 years of experience in a help desk, desktop support, or IT support role; internship or lab experience considered.
• Proficiency in setting up and troubleshooting Windows and Mac computers, as well as mobile phones and printers.
• Comfortable working with Microsoft 365 (Outlook, Teams, SharePoint) and other common business software.
• Strong troubleshooting and problem-solving abilities.
• Clear communication and a customer-service mindset when supporting non-technical staff.
• Ability to manage multiple requests and prioritize effectively.
• Attention to detail and strong organizational skills.

Working Conditions:

• May require lifting and transporting moderately heavy objects, such as computers and peripherals.
• Primarily laboratory and office settings.
• Full-time position with standard business hours; occasional after-hours support may be required.