Position Summary 

The IT Tech role is responsible for managing and maintaining both IT infrastructure and laboratory  instrument software to ensure smooth operations and data integrity. This includes troubleshooting  technical issues, supporting system upgrades, and coordinating with offsite IT teams and vendors. The position also involves providing user support, managing inventory, and collaborating with engineering and  quality teams to ensure compliance with regulatory standards.  

Essential Responsibilities 

• Assist and maintain local in-house servers, Internet infrastructure, and related equipment (e.g., switches,  panels, cabling).
• Manage IT and electrical inventory, including cords, backup batteries, cables, and printers.
• Provide day-to-day troubleshooting support for computers, headsets, software, printers, SharePoint, and  other technical tools used in both the laboratory and office environments.
• File support tickets for issues such as user lockouts, software installations, new computer assignments,  and technical troubleshooting.
• Assist and troubleshoot software for laboratory instruments, including Scan RDI and Empower systems.
• Assist with the Laboratory Environmental Monitoring System (LIMS), including user management, alarm  handling, email notifications, and archiving process for Scan RDI and Empower server data, ensuring  smooth data transfer to cloud servers.
• Support the maintenance and updates of laboratory software to ensure compliance with operational standards and maintain data integrity. Adhere to and support company cybersecurity policies.
• Research solutions using available information resources and advise users on the appropriate actions.
• Actively participate in IT projects that fall outside the scope of help desk tickets.
• Stay up to date with system information, changes, and updates.  Assist with related special projects, as assigned 

Qualifications 

• Working knowledge of relevant software, hardware, and equipment operations.
• Strong customer service skills and experience.
• Proven experience in troubleshooting and providing help desk support.
• Effective oral and written communication skills.
• Strong problem-solving and technical support abilities.