Job Duties
• Provide first-level technical support for laboratory applications, instrument-integrated systems, and laboratory IT infrastructure.
• Perform user administration activities, including user account creation, modification, deactivation, and access management.
• Support onboarding and offboarding of laboratory systems and users.
• Coordinate and execute application software installations, upgrades, patches, and configuration changes for standalone and networked laboratory systems.
• Configure and maintain laboratory applications, instrument interfaces, and related system settings.
• Assist laboratory users in troubleshooting software, hardware, and instrument integration issues involving systems such as HPLC, GC, spectrophotometers, and other analytical instruments.
• Support audit trail reviews, data archival activities, and system maintenance activities.
• Manage and support Windows-based laboratory workstations and network-connected devices.
• Coordinate with desktop, infrastructure, and network support teams to resolve hardware, operating system, and connectivity issues.
• Administer Active Directory components, including computer accounts, Organizational Units (OUs), security groups, permissions, and OU migrations.
• Perform endpoint administration activities, including SCCM client deployment, configuration, troubleshooting, and maintenance.
• Troubleshoot network-related issues, including DNS, DHCP, domain authentication, and connectivity problems affecting laboratory operations.
• Perform and monitor backup and recovery activities for laboratory systems, including standalone and benchtop instruments.
• Support system image restoration, file-level recovery, backup client installation, and backup job monitoring.
• Coordinate monthly patching activities and preventive maintenance schedules.
• Work with vendors and infrastructure teams to resolve hardware failures, maintenance requirements, and system outages.
• Support compliance with GLP, GMP, FDA, 21 CFR Part 11, and applicable regulatory requirements.
• Ensure laboratory systems are maintained and operated in accordance with approved SOPs, Work Instructions (WIs), validation documentation, and quality procedures.
• Update and maintain SOPs, technical documentation, configuration records, user guides, and operational procedures.
• Create, document, and implement change requests in accordance with established ITIL-based change management processes.
Required Qualifications
• Bachelor's degree in information technology, Computer Science, Life Sciences, Engineering, or a related discipline.
• 8+ years of experience in a laboratory or IT support role.
• Working knowledge of Windows operating systems, Active Directory, SCCM, networking concepts, backup and recovery solutions, and endpoint management.
• Familiarity with laboratory instruments and integrated laboratory software platforms.
• Understanding of ITIL processes, including Incident, Problem, Change, and Service Request Management.
• Knowledge of regulatory requirements, including GLP, GMP, FDA regulations, and 21 CFR Part 11.
• Strong troubleshooting, communication, documentation, and stakeholder management skills.