Lab IT Support Engineer / End User Computing Engineer

Job Title: Lab IT Support Engineer / End User Computing Engineer
Location: Collegeville, PA
Duration: 12+ Months

Position Overview

We are seeking a Lab IT Support Engineer to support laboratory computing infrastructure and scientific instrument connectivity within research and development environments. The ideal candidate will provide hands on technical support for laboratory systems, maintain end user computing infrastructure, and assist scientists with troubleshooting instrument related IT issues. This role requires strong desktop support expertise, network troubleshooting skills, and experience working within regulated laboratory environments.

Key Responsibilities

1. Infrastructure Support
   Maintain and support the global computing infrastructure consisting of approximately 8000 PCs and associated laboratory systems.

2. System Imaging and Deployment
   Image and onboard new computers into the enterprise domain and network environment while ensuring proper security configuration.

3. Hardware Security and Protection
   Ensure proper security and protection of new and existing hardware across laboratory environments.

4. End User Technical Support
   Provide technical assistance to business users and laboratory staff for equipment, software, and connectivity issues.

5. Scientific Instrument Integration
   Troubleshoot and support data flows between scientific instruments and laboratory information systems.

6. Break Fix Support
   Provide break fix support for hardware and software issues, which may constitute a significant portion of the lab engineer workload.

7. Network Troubleshooting
   Diagnose network related issues including device connectivity, IP addressing, subnetting, and firewall related problems.

8. Active Directory Administration
   Support user access management and system configuration through Active Directory services.

9. Data Backup Implementation
   Implement validated data backup solutions for laboratory analytical equipment including investigation, configuration, and documentation.

10. Incident Management Support
    Provide technical support to scientists through incident management, user coaching, and access management.

11. Software Testing and Validation
    Perform software testing in multiple environments and create technical documentation for validated laboratory systems.

12. Ticketing System Support
    Manage support requests through ticketing systems such as ServiceNow and provide day to day operational support.

13. Cross Functional Collaboration
    Work with IT teams, scientists, and business users to align technology solutions with scientific workflows.

Technical Skills

1. Strong troubleshooting skills across hardware, network connectivity, and laboratory software environments.

2. Experience in End User Computing or Desktop Support roles.

3. Strong understanding of network fundamentals including static and dynamic IP addressing, subnetting, and firewall basics.

4. Understanding of the OSI model and the ability to troubleshoot issues across network layers.

5. Experience working with Active Directory for user and system administration.

6. Knowledge of IT/OT networks within laboratory environments.

7. Familiarity with ServiceNow or similar ticketing systems.

8. Experience with computer security best practices.

9. Microsoft Excel skills for reporting and data management.

Preferred Skills

1. Experience working with validated systems in regulated environments such as GxP.

2. Experience supporting laboratory analytical equipment and scientific data workflows.

3. Experience implementing digital laboratory infrastructure or automated laboratory processes.

4. Experience leading small technical teams or technical initiatives.

Soft Skills

1. Strong communication and collaboration skills.

2. Strong attention to detail and willingness to learn new technologies.

3. Ability to follow defined processes, procedures, and compliance guidelines.

4. Strong organizational and problem solving skills.

5. Team oriented mindset with the ability to work independently when required.

Experience Required

1. Minimum 6+ years of experience in IT support, desktop engineering, or laboratory IT support environments.

2. Experience supporting scientific or laboratory environments within pharmaceutical, biotechnology, or research organizations is highly preferred.