Job Description

• You troubleshoot new and chronic issues, and document issues and their resolution on the tracking system.
• You perform server-level maintenance.
• You use your expertise to identify defects and recommend procedures and controls for problem prevention.
• You share problem resolutions and unique cases with the team to grow the information knowledge base and improve policies and procedures.
• You participate and consult in projects.
• You collaborate with vendors on products, support and troubleshooting.
• You develop together with our labs, learning new lab information systems.

Required Knowledge, Skills, and Abilities

You have practical education in the IT field and have experience and ability to diagnose and troubleshoot software and hardware problems. You can perform server maintenance and understand complicated tech solutions. You have a few years of experience within a reference laboratory and you can visualize a ref lab user working area without physically being in the space. You are good at explaining technical issues to non-technical users. You excel at customer service, have strong interpersonal skills and can maintain a high level of customer trust and confidence. You can build a network of both IT and ref lab colleagues while working offsite. You are good at organizing your work and managing time. You have excellent analytical and problem-solving skills. You are fluent in English and can hear English across multiple accents. Other languages will be an advantage. You truly enjoy helping people and animals.