Desktop Support Technician

Job Title: FSO Technician

Location: Cambridge, MA

Lab Experience is mandatory

Without Lab Experience resume will be rejected.

Summary:

• Implements, monitors, and provides technical support of customer laboratory environments, typically integrated with instrumentation.
• Will work with vendors, scientists, other LCS staff and networking teams to ensure functionality of laboratory IT facilities, install relocated equipment and onboard new lab instruments
• Acts as the technical support contact for field service engineers and external vendors, including but not limited to scheduling, remote access, data migration, troubleshooting, IT policies and best practices and other information technology issues.
• Implements Windows-based security, including Active Directory groups and objects, anti-virus and malware control programs, and network ports and protocols.
• Administers and assures network connectivity of client and server-side Windows environment.
• Analyzes, identifies, and implements Windows security or other required upgrades and/or solutions to improve the overall support of the desktop platform in a timely manner.
• Documents procedures, policies, troubleshooting and best practices as needed. Create Knowledge Base articles as necessary,
• Maintains an inventory of lab PCs, computer peripherals, software, and any other information pertinent to the environment
• Appropriately escalates IT issues with internal/external teams that are not resolved via regularly identified support channels.
• Participates in and serves as technical lead for projects in support of laboratory computing for LCS managed sites, collaborating with IT Staff and clients at various locations as needed.
• Effectively allocates own time to complete work; coordinates own and others’ schedules to avoid conflicts.
• Identifies more critical and less critical activities and tasks; adjusts priorities when appropriate.
• Ensures adherence to corporate policies through periodic reporting with compliance programs
• Identify, research and prototype new technologies to streamline, facilitate & integrate laboratory operations in a reliable and secure manner, and to maximize the productivity of scientists.
• Develop an understanding of the organization and various business units LCS supports. Form strong relationships with scientists from different business areas, IT peers, and external partners working with client in support of the laboratory computing environment.
• Collaborate with scientists, vendors, and IT colleagues on new systems implementation, integration, and administration. Coordinate refreshes of benchtop systems ready for hardware or OS refresh
• Participate in the installation, documentation, and testing of upgraded instruments. Deploy or update data management tools for backup and archive.
• Work with LCS Systems Management team to understand the benchtop imaging process, core benchtop suite of applications and systems management tools to be utilized on all systems. (i.e.. Altiris Client Management Suite, Active Directory, Acronis). Verify all standard security tools and configurations are applied consistently.
• Act as an escalation point to troubleshoot and assist in technical support of both instrument software installed on benchtops and connectivity between benchtop and instrument. This includes issue resolution for incidents escalated past tier two support and monitoring all incidents and requests at assigned sites in the service desk tracking tool.

Skills/Knowledge Required:

• 5-7 years’ experience with strong Win10 operating systems knowledge
• Ability to independently perform logical troubleshooting to determine root cause and resolve issues
• Must have strong customer service skills and a true desire to assist users and solve problems
• Working knowledge of TCP/IP, DHCP, DNS, and LAN/WAN networks
• Network cabling /patching best practices
• Subnetting and basic network security
• Familiarity with ServiceNow ticketing system and reporting metrics
• Experience developing and deploying attended/unattended imaging/OS installation and virtual backups
• Altiris software deployment & management tools or similar type tools such as SCCM
• Remote desktop / remote support software experience for technical troubleshooting
• Data storage, migration, and archiving best practices
• Active Directory experience including user, computer, and group management
• Basic Linux competency

Functional Knowledge:

• Bachelors of Science in Computer Science, Life Science or equivalent industry experience
• 5 years of relevant technical experience including (but not limited to); Windows OS, networking, remote computing and backup systems
• AWS S3 storage and Virtual Workspace experience, a plus
• Experience with scientific instrumentation