Lab IT Systems Instrument Support

• 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.End User Computing (EUC) Support
• 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.

Incident & Service Management

• Follow ITIL processes for Incident, Change, Problem, and Request Management.
• Escalate complex technical issues appropriately and coordinate resolution with cross-functional teams.

• Bachelors degree in Information Technology, Computer Science, Engineering, or related discipline.
• 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.

Key Competencies

• Customer Focus
• Problem Solving and Troubleshooting
• Service Delivery Excellence
• Stakeholder Management
• Communication and Collaboration
• Incident Management
• Change and Release Support
• Documentation and Knowledge Management

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., * High school or equivalent (Required)

Experience:

• Desktop/Enduser support: 5 years (Required)
• Pharma Lab IT Support: 4 years (Required)
• Lab instrument suppport(Benchtop): 1 year (Required)

Ability to Commute:

• Watertown, MA 02477 (Required)