Laboratory IT Support Analyst

Duration: FTE

Location: MA-Cambridge, Onsite

Overview: Crew helps our clients deliver change through IT project delivery, business process improvement, and operational efficiency efforts. Our high-performing consultants are natural leaders who manage a wide range of responsibilities that vary from assignment to assignment. Our consultant training programs, investment in career development, and premier client portfolio ensure constant challenge and rapid growth for our employees. Crew process improvement associates measure and document customer satisfaction, cost and time reduction, and quality improvement processes and develop strategies to improve them.

Responsibilities

• Laboratory IT Support and Troubleshooting

• Provide Level 2 technical support for laboratory workstations, computers, operating systems, software, and IT components associated with scientific instruments

• Troubleshoot hardware, software, connectivity, access, and workstation performance issues affecting laboratory operations

• Perform initial technical diagnostics to isolate issues and determine whether resolution requires involvement from network, infrastructure, application support, or equipment vendor teams

• Support incident resolution through hands-on troubleshooting, appropriate escalation, and coordination with specialized technical teams

• Minimize disruption to laboratory operations by responding to incidents promptly and maintaining clear communication with stakeholders

• Follow established IT, security, change management, and quality procedures when supporting laboratory computing environments

• Instrument Workstation Deployment and IT Coordination

• Support the IT components of new laboratory instrument deployments, including workstation provisioning, software installation coordination, network connectivity, and system readiness

• Coordinate with laboratory personnel, equipment vendors, and internal IT teams to understand technical requirements and deployment dependencies

• Initiate and manage service requests for infrastructure provisioning, system access, network configuration, security approvals, and other required IT services

• Track deployment activities, outstanding requests, approvals, and dependencies to ensure timely completion

• Identify and proactively escalate blockers that could delay equipment deployment or disrupt laboratory operations

• Coordinate technical handoffs and verify that required IT activities have been completed in accordance with established procedures

• IT Service Management and Cross-Functional Coordination

• Manage incidents, service requests, and support activities through an enterprise IT ticketing platform such as ServiceNow

• Take ownership of assigned tickets from initial intake through resolution, including issues requiring action from multiple support teams

• Collaborate with endpoint support, networking, cybersecurity, infrastructure, application support, and external vendors to drive issue resolution

• Proactively follow up on outstanding requests, monitor progress, and escalate delays or unresolved dependencies

• Maintain accurate ticket documentation, troubleshooting notes, status updates, and resolution details

• Follow established incident management, request fulfillment, change management, and escalation processes

• On-Site Support and Operational Ownership

• Serve as a dependable, on-site IT resource supporting the daily technology needs of laboratory personnel

• Operate independently while maintaining strong collaboration with remote IT teams, senior technicians, and enterprise support functions

• Prioritize competing support requests based on operational impact, urgency, and established service expectations

• Build relationships with scientists, laboratory managers, IT stakeholders, and external technology vendors

• Develop familiarity with laboratory computing environments, site-specific procedures, and organizational support processes

• Identify recurring issues, process inefficiencies, and opportunities to improve support effectiveness

• Demonstrate accountability, persistence, and a willingness to take initiative in resolving problems

Qualifications

• Experience in IT technical support, desktop support, endpoint support, field services, or a related technical support function
• Working knowledge of Windows operating systems, workstation hardware, software installation, user access, and basic networking concepts
• Ability to troubleshoot common endpoint, application, and connectivity issues and determine appropriate escalation paths
• Experience working with an IT service management or ticketing platform, such as ServiceNow, Jira Service Management, or a comparable system
• Understanding of IT incident management, service request fulfillment, and escalation processes
• Ability to coordinate technical activities across multiple teams and follow issues through to resolution
• Strong organizational skills, attention to detail, and ability to manage multiple open tickets and competing priorities
• Effective written and verbal communication skills, including the ability to interact with both technical teams and nontechnical stakeholders
• Demonstrated initiative, accountability, problem-solving ability, and willingness to learn new technologies and processes
• Ability to work independently in an on-site support capacity while leveraging remote technical resources

Preferred Qualifications

• Previous experience providing IT support in a pharmaceutical, biotechnology, laboratory, manufacturing, or other regulated environment
• Familiarity with laboratory instrument workstations, scientific applications, or specialized computing environments
• Experience coordinating IT deployments involving multiple infrastructure teams, vendors, and approval processes
• Understanding of enterprise endpoint management, Active Directory, network connectivity, and workstation provisioning
• Familiarity with ITIL practices, change control, and structured enterprise IT service management processes
• Exposure to GxP, computer system validation (CSV), or IT quality and compliance requirements
• Experience supporting specialized or business-critical systems where changes and troubleshooting must follow controlled procedures

The salary range for this role is $62,000 to $85,000 or the hourly equivalent. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Turnberry Solutions offers benefits such as a comprehensive healthcare package (medical, dental, vision), disability and group term life insurance, health and flexible spending accounts, a utilization bonus, 401(k) with match, flexible time off for salaried employees, parental leave for salaried employees, and flexible work arrangements (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Turnberry, you'll find a far-reaching choice of benefits and incentives.

At Turnberry, we are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics. Americans With Disabilities Act (ADA) Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at [email protected] . Onsite work expected - Day 1