Role Overview:This role focuses on providing comprehensive support for laboratory computing environments, ensuring the smooth operation of scientific operations through effective IT management and end-user support.
Key Responsibilities: - Manage, configure, and maintain laboratory desktop and benchtop computing environments.
- Perform troubleshooting and resolution of hardware, software, operating system, and network-related issues impacting laboratory operations.
- Support Windows-based desktop and laptop environments in laboratory and office settings.
- Build, deploy, and maintain desktop images and operating systems.
- Manage software installations, upgrades, patches, and antivirus compliance.
- Support user account administration through Active Directory.
- Follow ITIL processes for Incident, Change, Problem, and Request Management.
- Escalate complex technical issues appropriately and coordinate resolution with cross-functional teams.
Required Skills: - Experience supporting laboratory instrument computers and laboratory software applications within pharmaceutical, biotechnology, healthcare, or life sciences environments.
- Strong experience in desktop support and End User Computing services.
- Hands-on experience with: Windows XP, Windows 7, and Windows 10, Microsoft Office Suite, Active Directory, SCCM, Antivirus and endpoint protection tools, Desktop imaging and deployment solutions.
- Strong understanding of network troubleshooting and connectivity concepts.
- Knowledge of ServiceNow and ITIL-based support processes.
- Excellent written, verbal, and interpersonal communication skills.
- Strong customer-service and stakeholder management skills.
Qualifications: - Bachelors degree in Information Technology, Computer Science, Engineering, or related discipline.
Preferred Skills: - Pharma Lab Benchtop support
- ServiceNow
Mandatory Requirements: - Must be willing to work 100% onsite in Watertown, MA.
- Ability to work in laboratory and research environments supporting critical scientific operations.
- Hands-on support role requiring physical presence for equipment, instrument, and workstation support.
