IT Lab Systems Support Specialist III

At BioAgilytix, we are passionate about premier science and the impact it has on our world. Our team of highly experienced scientists and professionals deliver tailored services for supporting new medicine breakthroughs with best-in-class bioanalytical services. We are tirelessly committed to our customers by being solution-oriented and deadline-driven. . . and we are growing. Our culture is fast-paced, fun and never boring. Because we work across numerous clients and drug modalities, your career can develop rapidly. You’ll gain experience with a variety of challenges all while you enable life-changing, life-saving therapeutics to the patients who need them.

As the primary on-site IT support resource, the Lab Systems Support Specialist III plays a critical role in supporting a small laboratory location, delivering hands-on technical expertise and partnering directly with lab staff to ensure seamless system performance. In addition to local support, this role contributes to broader IT needs across other company sites as capacity allows.

Essential Responsibilities:
• Own the full lifecycle of laboratory instrument workstations, including imaging, hardening, configuration, and instrument software installation.

• Configure instrument controllers and ensure proper integration with laboratory workflows.

• Collaborate with laboratory staff, system owners, and operations teams to ensure systems support laboratory workflows and operational requirements.

• Coordinate vendor activities for installation, troubleshooting, and maintenance of validated laboratory instrument systems.

• Support integration of instruments with LIMS, ELN, and other laboratory data systems.

• Apply vendor‑approved patches and upgrades to maintain validated state under 21 CFR Part 11 and GAMP 5.

• Assist with validation activities, including test execution, documentation, and change control.

• Ensure all systems comply with data integrity principles (ALCOA+), identifying gaps and recommending or implementing improvements where necessary.

• Maintain audit‑ready documentation, including configuration records, change logs, and validation artifacts.

• Serve as the primary onsite IT support resource, independently managing daily operational needs.

• Act as an escalation point for Tier 1 and Tier 2 incidents, resolving complex issues with minimal oversight.

• Prioritize and respond to end‑user service requests, tracking work activities in the IT ticketing system and communicating status to requestors.

• Provide remote support to users at other company sites when available.

• Deliver workstation setup, hardware troubleshooting, and peripheral support for both office and laboratory environments.

• Support new hire onboarding, including workstation preparation, account provisioning, and orientation to IT and laboratory systems.

• Set up and support audio/video equipment for monthly site meetings and other scheduled events.

• Create, modify, and disable user accounts in Active Directory, laboratory applications, and other corporate systems.

• Perform quarterly access reviews and maintain least‑privilege security.

• Apply advanced knowledge of Active Directory, group policy interactions, and NTFS permissions to troubleshoot access issues and maintain secure configurations.

• Diagnose and resolve connectivity issues involving TCP/IP, VLANs, firewall rules, and networked laboratory instruments.

• Support network and desktop printing for laboratory equipment.

• Collaborate with infrastructure teams to restore or optimize connectivity and ensure system reliability.

• Provide just‑in‑time coaching to laboratory staff on instrument software, workflows, and data integrity best practices.

• Develop and maintain knowledge‑base articles, SOPs, and configuration documentation.

• Mentor Lab Systems Support Specialist I and II team members across sites.

• Maintain accurate inventories of lab PCs, instruments, and software licenses.

• Identify replacement needs and support procurement planning.

• Track lifecycle status of validated systems and coordinate upgrades or replacements.

Additional Responsibilities:
• At all times, protect the security and integrity of company systems

• Other duties as assigned

Minimum Preferred Qualifications: Education/Experience:
• Bachelor's degree in an IT-related field or equivalent work experience.

• Minimum five (5) years supporting IT systems in a GxP environment.

• Not less than seven (7) years’ experience in an end-user-facing computer support role, preferably in a regulated industry, with knowledge of computing hardware, software, data cabling, networking protocols, and desktop implementation/support.

• Advanced knowledge of the Windows desktop operating system environment as well as PC applications (such as Word, Excel, and Outlook) is required.

• Proven experience collaborating with laboratory system vendors and cross‑functional teams.

• Demonstrated ability to work independently without onsite supervision.

Minimum Preferred Qualifications: Skills:
• Demonstrated ability to provide exceptional customer service and take ownership of problems.

• Ability to handle Tier 2 and Tier 3 incidents.

• Ability to plan and prioritize work without supervision.

• Ability to manage Active Directory, DNS, and other server-based applications assigned.

• Ability to work in a fast-paced environment where multiple projects are in process and must be completed in a timely manner

• Ability to deal effectively with a diversity of individuals at all organizational levels

• Strong troubleshooting skills

• Versatility, flexibility, and willingness to work within constantly changing priorities

• Acute attention to details

• Commitment to documenting work, contributing to the IT knowledge base, and maintain accurate records

• Excellent oral and written communication skills

Supervision Received and Supervisory Responsibility:
• Receives minimal direction regarding prioritization and approval of proposed technical solutions

• Works independently to resolve issues following established SOPs and best practices

• Supports junior technicians to assist with advanced or specialized needs

• No supervisory responsibility

Working Environment :
• Primarily office environment with occasional laboratory/clinical exposure.

• Occasional laboratory/clinical environment

• Routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets

• Occasional travel required

BENEFITS AND OTHER PERKS
Medical Insurance (HDHP with HSA; PPO), Dental Insurance, Vision Insurance, Flexible Spending Account (medical; dependent care), Short Term Disability | Long Term Disability Life Insurance, Paid Time Off (4 weeks per year), Parental Leave, Paid Holidays (9 scheduled; 5 floating), 401k with Employer Match, Employee Referral Program

COMMITMENT TO EQUAL OPPORTUNITY
BioAgilytix provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other group protected by federal, state, or local law.