Lab Support Specialist

Role Overview

The Lab Support Specialist will assist in the operation of laboratory IT capabilities and R&D systems. This individual’s responsibilities will include supporting, and in some cases coordinating, the end-to-end process of onboarding an instrument system into a laboratory, from procuring the computer according to vendor specifications, connecting it to the network, configuring the instrument with the vendor, conducting risk assessments, and qualifying the system according to GxP procedures where applicable. In addition, the ideal candidate will provide operational support for existing laboratory computing devices and scientific applications.

Key Responsibilities

• The critical nature of these systems requires appropriate support to ensure a highly stable, secure, and reliable computing environment.
• This role will provide support and systems management for the laboratory computing environment in accordance with IT policies and procedures.
• Adherence to standard operating procedures, timely execution of work, and collaboration with scientists, IT colleagues, and vendors are essential to maximize productivity for bench scientists and ensure the integrity of both the laboratory data collected and the systems used to collect that data.
• Collaborate with scientists, vendors, and IT colleagues on new systems implementation, integration, and administration.
• Participate in the installation, documentation, and testing of instrument systems.
• Assist with the implementation of new capabilities and upgrades to existing computer systems utilized in the laboratory, including instrument software, operating systems, computer hardware, and additional PC accessories.
• Aid in troubleshooting and provide technical support for instrument software installed on laboratory computers, as well as connectivity between computers and instruments.
• Aid in troubleshooting and provide technical support for various laboratory equipment, including firmware and network connectivity where applicable.
• Provision user accounts on standalone and network-connected laboratory equipment and instruments.
• Provision user accounts for scientific software such as FlowJo, Zageno, SnapGene, journal subscriptions, and other related applications.
• Provide support for computer equipment and peripherals within GMP suites while following Grade B gowning and cleaning protocols.
• Contribute to the development of standard operating procedures (SOPs) and work instructions for the area.
• Assist in completing necessary risk assessments and qualification protocols to support the GxP applicability of instrument systems where applicable.
• Coordinate with engineering, facilities, and quality teams to ensure the timely installation, commissioning, and qualification of laboratory instruments and IT systems.
• Track, document, and update incidents and service requests accurately within the IT Service Management (ITSM) system.
• Assist in updating and maintaining knowledge base articles.

Requirements

• BS degree with 2 years of experience in the biotechnology or pharmaceutical industry.
• Understanding of laboratory science within the life sciences industry, preferably in the cell therapy space.
• Understanding of GxP software administration and configuration.
• Understanding of Windows-based operating systems.
• Experience installing, configuring, and supporting systems and applications in laboratory environments.
• Experience with direct customer and user interaction, including training.
• Demonstrated understanding of the need for standards, along with a willingness to provide input for improving strategies that support the laboratory computing environment.
• Experience supporting standalone or enterprise computerized systems and applications.
• Commitment to quality.
• Strong problem-solving skills.
• Ability to work on multiple complex assignments, supporting both routine and project activities, while demonstrating adaptability to changing priorities within a cutting-edge industry and scientific environment.
• Willingness to actively contribute to the team by offering candid and constructive feedback while supporting final decisions. Takes shared ownership of outcomes and works collaboratively to address issues with a high level of professionalism.
• Takes direction well and demonstrates a conscientious, team-first approach.
• Demonstrates professional integrity and is highly organized and detail-oriented.
• Familiarity with ticketing systems such as ServiceNow, Jira, or similar platforms.
• Knowledge of the software development lifecycle (SDLC) and computer systems validation (CSV).
• Proficient knowledge and understanding of Microsoft Office applications, including Access, Excel, Project, PowerPoint, SharePoint, Teams, and Word, as well as other relevant software programs.
• Strong interpersonal, verbal, and written communication skills with a service-oriented attitude. Must contribute to a collaborative, team-based, and positive environment while demonstrating a clear sense of purpose and a strong commitment to business goals.