Desktop Support Analyst, Lab IT & R&D Support
Overview
Owns desktop support for R&D and IT teams at scale across lab and core environments. Provides Level 1 and Level 2 incident resolution for software and integrated platforms onsite. Collaborates with Lab and IT stakeholders to maintain stable Windows and related workstation ecosystems. This role is onsite in Philadelphia area supporting Wilmington lab locations and requires a contract engagement.
What You'll Do10
- 1Build and resolve Level 1 and Level 2 technical incidents for Windows systems and lab software
- 2Design and implement fixes to reduce recurring issues impacting R&D and IT users
- 3Ship trusted desktop configurations and image deployments to support lab workflows
- 4Own incident queues, track progress, and communicate resolutions to stakeholders
- 5Scale workstation support processes to handle fluctuating lab demand and headcount
- 6Drive proactive troubleshooting and documentation to improve support SLAs
- 7Collaborate with Lab IT to ensure compatibility with integrated platforms and core environments
- 8Debug hardware and software issues that affect experimental workflows
- 9Provide end-user training and tips for efficient software use
- 10Maintain compliance with onsite security and change management policies
Requirements10
- 1Less than 10 years of experience in desktop support or related IT roles
- 2Experience providing L1 and L2 support for Windows environments
- 3Onsite contract role in Philadelphia area with lab and IT collaboration
- 4Solid understanding of software and hardware troubleshooting in lab settings
- 5Ability to manage multiple incidents and communicate with diverse teams
- 6Strong problem-solving skills and documentation practices
- 7Knowledge of lab software and integrated platform ecosystems a plus
- 8Excellent customer service and stakeholder management skills
- 9Ability to work independently in an onsite environment
- 10Programming or scripting experience not required but a plus
Salary Insight
$25 - $28k per year
Location
Required Skills
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