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Job Title:  Lab Computing Services (LCS)

Location:  San Diego CA 92121

Key Responsibilities

• Serve as the primary technical support contact for field service engineers and external vendors, managing scheduling, remote access, data migration, troubleshooting, IT policies, best practices, and other technology-related issues.
• Implement Windows-based security solutions, including Active Directory groups and objects, anti-virus/malware programs, and management of network ports and protocols.
• Administer and maintain network connectivity for client and server-side Windows environments.
• Analyze, identify, and implement security upgrades or other solutions to enhance desktop platform support in a timely manner.
• Document procedures, policies, troubleshooting steps, and best practices; create Knowledge Base articles as needed.
• Maintain an inventory of laboratory PCs, peripherals, software, and other relevant assets.
• Escalate unresolved IT issues to appropriate internal or external teams beyond regularly identified support channels.
• Participate in and lead technical projects supporting laboratory computing for LCS-managed sites, collaborating with IT staff and clients across various locations.
• Effectively manage and allocate personal time; coordinate schedules to avoid conflicts and adjust priorities as needed.
• Ensure compliance with corporate policies through periodic reporting and participation in compliance programs.
• Identify, research, and prototype new technologies to streamline and integrate laboratory operations, maximizing reliability, security, and scientist productivity.
• Develop an understanding of the organization and supported business units; build strong relationships with scientists, IT peers, and external partners.
• Collaborate with scientists, vendors, and IT colleagues on implementation, integration, and administration of new systems; coordinate hardware and OS refreshes for benchtop systems.
• Participate in the installation, documentation, and testing of upgraded laboratory instruments; deploy and update data management tools for backup and archiving.
• Work with the LCS Systems Management team to understand benchtop imaging processes, core applications, and management tools (e.g., Altiris Client Management Suite, Active Directory, Acronis); ensure consistent application of security tools and configurations.
• Act as an escalation point for troubleshooting instrument software and connectivity issues between benchtop systems and instruments; resolve incidents escalated past tier two support and monitor all incidents and requests in the service desk tracking tool.

Required Skills and Knowledge

• 5-7 years of hands-on experience with Windows 10 operating systems.
• Proven ability to independently troubleshoot and resolve technical issues to determine root causes.
• Exceptional customer service skills with a strong desire to assist users and solve problems.
• Working knowledge of TCP/IP, DHCP, DNS, and LAN/WAN network architectures.
• Understanding of 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.
• Proficient in Altiris software deployment and management tools, or similar tools such as SCCM.
• Experience with remote desktop and remote support software for technical troubleshooting.
• Knowledge of data storage, migration, and archiving best practices.
• Experience with Active Directory, including user, computer, and group management.
• Basic competency in Linux operating systems.

Education and Experience

• Bachelor 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 preferred.

Experience working with scientific instrumentation is highly desirable