What are the responsibilities and job description for the Information Technology Support Lead position at Ward Laboratories, Inc.?
Job Title: Information Technology Support Lead
Job Purpose: The IT Support Lead serves as Ward Laboratories’ primary onsite resource for day-to-day technology support, ensuring employees’ workstations, lab systems, and peripherals operate reliably. This position owns IT issues from identification through resolution, including troubleshooting, hardware management, onboarding and offboarding support, preventative maintenance, documentation, and coordination with third-party IT partners. The role provides hands-on technical support while appropriately escalating infrastructure, network, and Ward LIMS-related changes to designated technical partners.
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Reports to: Human resource Business Manager
Operational Responsibilities
● Serves as the first point of contact for all IT requests and keeps the ticket queue current.
● Sets up, replaces, and retires PCs, laptops, and peripherals, and keeps the hardware inventory accurate.
● Supports lab-floor systems: instrument computers, label printers, scanners, and bulk-entry stations.
● Handles the physical side of onboarding and offboarding, working with Lutz on accounts.
● Files and follows Outsourced IT Support Team tickets to verified completion and confirms Lutz's work before closing.
● Runs recurring checks, including internet failover tests, network closet upkeep, and workstation hygiene before busy season.
● Coordinates with Development Partner when instrument or workstation issues touch Ward2024.
● Keeps simple written runbooks for recurring tasks.
Success Factors
● Outstanding interpersonal and communications skills, with ability to work with a wide variety of individuals and personalities in an honest way that exhibits integrity.
● Success Factors
● Strong leadership skills based on confidence, competence, and ability to provide mentoring and support to others.
● A strategic thinker who helps develop necessary steps to insure efficiency and accuracy in our IT department.
● A positive attitude and strong work ethic with the ability to work effectively within the values, structure, and mission of the organization.
● Detail oriented while maintaining a “big picture” outlook.
● Excellent organization skills as there are many deadlines and multiple responsibilities.
External Relationship Responsibilities:
● Assists in promoting the organization through participation in community events, media campaigns, and other public relations activities.
● Align and aspire positively promote the organization by aligning with company values and mission. Aspire to obtain an in-depth knowledge of organization, industry, and its customers
Specific Qualifications
● Associate degree, diploma, or certificate in IT, or equivalent hands-on experience. A four-year degree is not required.
● Comfortable with Windows PCs, Microsoft 365, printers, and basic networking.
● Organized, reliable, and good at following things through to the end.
● Communicate clearly with non-technical staff.
● Work onsite in Kearney. This is not a remote position.
No Ward Laboratories employee shall practice, condone, facilitate, or collaborate with any form of discrimination on the basis of race, color, sex, age, religion, or any other protected condition or status. Employees will be expected to be sensitive and responsive to cultural and other differences in the people they work with and serve.