IT Support Technician

 Position Overview:

The IT Support Specialist is responsible for maintaining the day-to-day technology needs of Sterling Labs staff. This is an entry-level, hands-on role focused on the physical IT environment — including desktop computers, phones, printers, and related peripherals. The IT Support Specialist will set up new users, troubleshoot hardware and software issues, and ensure that all in-office equipment is functional and properly maintained. Network infrastructure is managed by a third-party provider; this role serves as the primary on-site point of contact for all endpoint and device-level support.

Key Responsibilities:

o Set up and configure workstations, monitors, keyboards, phones, and printers for new and existing staff.

o Onboard new employees by creating user accounts, configuring email, and ensuring devices are ready for use on their first day.

o Install, update, and configure operating systems and standard business applications.

o Provide day-to-day technical support to staff for hardware, software, and peripheral issues.

o Diagnose and resolve technical problems promptly to minimize downtime.

o Maintain accurate records of IT equipment, including inventory tracking and asset assignments.

o Manage printer setup, maintenance, and troubleshooting across the office.

o Coordinate with the third-party network provider for escalations and relay relevant information between staff and the vendor.

o Maintain records of repairs, fixes, and equipment changes for future reference.

o Ensure all devices are configured securely and in accordance with company policies.

o Schedule and support regular maintenance to keep equipment in optimal working condition.

o Assist with integrating lab instruments and devices with internal systems and the LIMS as needed.

o Provide basic training to staff on the effective use of devices and standard software tools.

o Document and communicate equipment issues, maintenance schedules, and status updates to management.

Qualifications:

• Associate degree in Information Technology, Computer Science, or a related field preferred. Relevant certifications (e.g., CompTIA A+, CompTIA IT Fundamentals) are a plus.

• 1–2 years of experience in a help desk, desktop support, or IT support role; internship or lab experience considered.

• Proficiency in setting up and troubleshooting Windows and Mac computers, as well as mobile phones and printers.

• Comfortable working with Microsoft 365 (Outlook, Teams, SharePoint) and other common business software.

• Strong troubleshooting and problem-solving abilities.

• Clear communication and a customer-service mindset when supporting non-technical staff.

• Ability to manage multiple requests and prioritize effectively.

• Attention to detail and strong organizational skills.

Working Conditions:

• May require lifting and transporting moderately heavy objects, such as computers and peripherals.

• Primarily laboratory and office settings.

• Full-time position with standard business hours; occasional after-hours support may be required.