The Lab Computing IT Service Engineer provides scientific and laboratory services, including multivendor instrument, information technology and validation/compliance services. This role works seamlessly with and supports the other client practices and divisions within the lab computing environment.
Implements, monitors and provides technical support of customer laboratory IT environments, typically integrated with instrumentation
Implements customer specified benchtop computing design and processes
Administers and assures connectivity of customer's Windows based platform
Develops, documents, and conducts periodic inventories of client systems while sharing significant knowledge of the operating system, desktop hardware and peripherals, enterprise print strategy, management tools, application packaging, desktop tool development, software distribution, and core desktop applications
Manage On-boarding, retirement and relocation of equipment
Implements Windows based security, including but not limited to: user / group permissions, file / folder permissions, group policies, local security policies, etc.
Analyzes, identifies, and implements enhancements, upgrades and/or solutions to improve the overall support of the desktop platform in a timely manner
Ensures adherence to client's corporate policies through periodic reporting and compliance programs
Acts as the technical support contact for field service engineers, repairing and troubleshooting client instrument and information technology issues
Provides technical Subject Matter Expertise for new system validations and change management efforts
Develops and works with management to implement training plans for Services personnel
Develops course material and conducts training sessions on lab computing processes, strategies, solutions, and enhancements as needed
Document procedures, policies, troubleshooting and best practices
Create and maintain a physical inventory of lab equipment, PC's, software and any other information pertinent to the environment
Submit weekly Engineer reports to the team lead by COB on the last business day of the week
Draft validation and compliance documents supporting GxP computerized systems, and relevant infrastructure, including those related to compliance evaluation, and validation. Examples include SOPs, qualification protocols, risk assessment, Impact Assessment, functional and design/configuration specifications, Test plans, and change controls.
Acts as Liaison for software/hardware related inquiries
Escalates IT issues that are not resolved via regularly identified support channels.
Acts as an interface between client, business and corporate IT teams.
Creates and maintains accuracy inventory of lab equipment, PC's and software
Participates in client team meetings
Bachelors of Science in Computer Science, Life Science or equivalent industry experience
2+ years of relevant technical experience including (but not limited to); Windows technologies, networking, remote computing and backup systems
Experience with virtual machine support
Experience with scientific instrumentation
Excellent customer service skills complimented by an ability to listen to and interpret client requests.
Ability to troubleshoot complex instrument and technology issues.
Strong verbal and written communication skills.
Ability to identify, track and complete tasks for multiple projects under prescribed timeframes.
Knowledge of laboratory safety practices as defined by the Company and/or customer's site safety code.
Contributing to Team Success
Actively participating as a member of a team to move the team toward the completion of goals.
Makes procedural or process suggestions for achieving team goals or performing team functions; provides necessary resources or helps to remove obstacles to help the team accomplish its goals.
Listens to and fully involves others in team decisions and actions; values and uses individual differences and talents.
Shares important or relevant information with the team.
Adheres to the team's expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment to the team.
Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers' and own organization's needs.
Actively seeks information to understand customer circumstances, problems, expectations, and needs.
Identifies breakdowns in internal processes and systems that directly impact customer service and retention; expresses concerns to others.
Uses understanding of customer needs to institute systems, processes, and procedures to ensure customer satisfaction and to prevent service issues from occurring; promotes customer service as a value.
Makes sure that customer solutions, practices, and procedures are carried out and achieve their objectives.
Managing Work/Time Management
Effectively managing one's time and resources to ensure that work is completed efficiently.
PrioritizesIdentifies more critical and less critical activities and tasks; adjusts priorities when appropriate.
Ensures that required equipment and/or materials are in appropriate locations so that own and others' work can be done effectively.
SchedulesEffectively allocates own time to complete work; coordinates own and others' schedules to avoid conflicts.
Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently.
Uses time effectively and prevents irrelevant issues or distractions from interfering with work completion.
TECHNICAL RELATED COMPETENCIES
User & Customer Support:
The range of services providing assistance and technical support to help users implement and solve problems related to computer technology.
Assesses User Needs
Monitors Metrics and Performance
Provides Customer Service and Support
Provides Training on New Hardware/Software
Security & Data Integrity:
The standards, issues, and applications used to protect information and information systems from unauthorized access, use, disclosure, disruption, modification, or destruction.
Assures data and information systems are available to authorized uses
Ensures data integrity
Protects data and information systems from accidental disclosure or destruction
Protects data and information systems from unauthorized access or modification
Protects data and information systems vulnerable to inappropriate use or malicious compromise
Networks & Mobility:
The processes, hardware, and software employed to facilitate communication between computer systems and devices.
Designs Local Area, Wide Area, and Virtual Networks
Installs and Expand New Facilities
Optimizes and Maintain Network Software and Hardware
Manages, Administer and Secure Local Area Networks
Performs Network Infrastructure Troubleshooting
Type:Temp/Contract to DirectLocation:Elkhorn, Nebraska, USA