LIMS Support Specialist

THIS IS A FULLY REMOTE ROLE, but core hours are 9am-4pm EST.

Position Summary – The primary responsibilities of this position include the day-to-day configuration, integration and general troubleshooting/support of scientific, lab-based software applications.  Duties are performed in compliance with relevant standard operating procedures (SOP’s) and general good business practices.  Customer base includes internal employees, vendors and external users (clients).  This position works independently to recommend process efficiencies, define application support standards, develop required system or process documentation, troubleshoot software issues, test and produce software validation documentation for lab-based software applications and assist internal staff with the technical issues/queries related to lab systems.  The person in this position frequently helps with the queries from internal staff related to lab systems/data and provides guidance on process related to technical operation of internal lab systems.  Infrequent travel may be required.

Qualifications

• Education: Bachelor degree or equivalent.
• Work Experience:     
• Minimum of 3 years’ experience working with scientific applications (Lab Information Management System (LIMS))
• Life science industry, a research lab environment or relevant experience preferred.

• End-user support, help desk ticketing software and creating/providing application training
• Excellent computer skills that include experience with scientific software applications
• Skills:
  • Troubleshoot issues and support offsite users
  • Analyze data, identify issues, and solve problems using critical thinking skills
  • Effectively communicate, both orally and in writing, to customers and colleagues that are technical and non-technical individuals
  • Read and interpret documents (i.e., operating instructions and business processes)
  • Perform light to medium physical work of lifting up to 50 pounds
  • Critically review and interpret data during an application troubleshooting process
  • Comprehend, interpret, and convey relevant scientific information
  • Multitask and adjust priorities in a quick paced environment
  • Inform key management personnel of imminent issues
  • Probe skillfully to get the facts when others are averse to providing detailed information
  • Work independently or collaboratively in a group
  • Adaptability to performing a variety of duties, often changing from one task to another without loss of efficiency or composure
  • Maintain a high standard of courtesy and cooperation with co-workers and customers.

Essential Functions:

• Answers, evaluates, and prioritizes application support requests or internal queries received via help desk, telephone and in-person
• Ensures timely resolution of user issues by assigning an appropriate priority and resolution goal
• Contacts software vendor(s) to research issues and determine and implement recommended solutions
• Analyzes and corrects issues using documented procedures and available tools as well as personal knowledge/skills and recommended solutions
• Brainstorms with team members to resolve complex issues and escalates difficult issues to manager
• Performs daily checks to verify lab systems availability/usability
• Participates in creation and maintenance of documented application standards and procedures
• Preforms testing and documentation of new software updates, modified procedures and upgrade activities
• Resolves complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting resolution to the customer’s satisfaction.
• Uses available resources to formulate a timely and informed customer response; reaches out to appropriate internal resources as necessary if the customer concern falls outside range of expertise.
• Presents technical information in scheduled meetings where appropriate.
• Demonstrates behavior consistent with the Precision for Medicine Core Values.
• Performs other duties as assigned.
• Infrequent travel to support other business units

Precision is required by law in some states or cities to include a reasonable estimate of the compensation range for this role. This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the pos