Lab Computing Services (LCS)
Yochana
Key Responsibilities
- Serve as the primary technical support contact for field service engineers and external vendors, managing scheduling, remote access, data migration, troubleshooting, IT policies, best practices, and other technology-related issues.
- Implement Windows-based security solutions, including Active Directory groups and objects, anti-virus/malware programs, and management of network ports and protocols.
- Administer and maintain network connectivity for client and server-side Windows environments.
- Analyze, identify, and implement security upgrades or other solutions to enhance desktop platform support in a timely manner.
- Document procedures, policies, troubleshooting steps, and best practices; create Knowledge Base articles as needed.
- Maintain an inventory of laboratory PCs, peripherals, software, and other relevant assets.
- Escalate unresolved IT issues to appropriate internal or external teams beyond regularly identified support channels.
- Participate in and lead technical projects supporting laboratory computing for LCS-managed sites, collaborating with IT staff and clients across various locations.
- Effectively manage and allocate personal time; coordinate schedules to avoid conflicts and adjust priorities as needed.
- Ensure compliance with corporate policies through periodic reporting and participation in compliance programs.
- Identify, research, and prototype new technologies to streamline and integrate laboratory operations, maximizing reliability, security, and scientist productivity.
- Develop an understanding of the organization and supported business units; build strong relationships with scientists, IT peers, and external partners.
- Collaborate with scientists, vendors, and IT colleagues on implementation, integration, and administration of new systems; coordinate hardware and OS refreshes for benchtop systems.
- Participate in the installation, documentation, and testing of upgraded laboratory instruments; deploy and update data management tools for backup and archiving.
- Work with the LCS Systems Management team to understand benchtop imaging processes, core applications, and management tools (e.g., Altiris Client Management Suite, Active Directory, Acronis); ensure consistent application of security tools and configurations.
- Act as an escalation point for troubleshooting instrument software and connectivity issues between benchtop systems and instruments; resolve incidents escalated past tier two support and monitor all incidents and requests in the service desk tracking tool.
- 5-7 years of hands-on experience with Windows 10 operating systems.
- Proven ability to independently troubleshoot and resolve technical issues to determine root causes.
- Exceptional customer service skills with a strong desire to assist users and solve problems.
- Working knowledge of TCP/IP, DHCP, DNS, and LAN/WAN network architectures.
- Understanding of network cabling, patching best practices, subnetting, and basic network security.
- Familiarity with ServiceNow ticketing system and reporting metrics.
- Experience developing and deploying attended/unattended imaging, OS installation, and virtual backups.
- Proficient in Altiris software deployment and management tools, or similar tools such as SCCM.
- Experience with remote desktop and remote support software for technical troubleshooting.
- Knowledge of data storage, migration, and archiving best practices.
- Experience with Active Directory, including user, computer, and group management.
- Basic competency in Linux operating systems.
- Bachelor of Science in Computer Science, Life Science, or equivalent industry experience.
- 5+ years of relevant technical experience, including but not limited to Windows OS, networking, remote computing, and backup systems.
- AWS S3 storage and Virtual Workspace experience preferred.
- Experience working with scientific instrumentation is highly desirable.
Vacancy posted 3 days ago
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