About the role
The Tier 1 Support Technician will be responsible for providing support to technicians working in PRL. The tech will assist with troubleshooting errors in our internal laboratory information management system, aid technicians in recovering from errors using runbooks and other supporting documentation, and triage problems for referral to higher support tiers when needed.
The ideal candidate will have a technical mindset, a willingness to learn and help develop and document processes and procedures to ensure consistent handling of error recovery in the lab pipeline, and an eagerness to help support a mission-critical diagnostic lab environment.
Work with lab staff to triage and correct problems using documented processes
Troubleshoot novel situations in consultation with lab staff and technicians from higher support tiers
Proactively identify potential problem points and optimization opportunities
Ability to reliably execute documented correction procedures
Understanding of how to troubleshoot and decompose problems
Interest in biology and an eagerness to learn.
Experience with AWS console
Familiarity with editing JSON files using a text editor
Help desk or other support position experience
Biology and/or wet lab experience.