Research Technology Engineer

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Overview

The Research Technology Engineer position will:

• Provide advanced technical services to customers.
• Serve as the subject matter expert or primary point-of-contact to end-users for escalated incidents
• Coordinate, install and maintain the efficient and effective functioning of the hardware, software, and network systems for a department/University.
• Apply knowledge of principles, practices, and procedures of a field of specialization to complete difficult assignments.
• Interpret and communicate information, ideas, and instructions clearly, accurately, and persuasively both verbally and in writing including materials intended for distribution.

Key responsibilities include

1. Lab Instrument Integration:
   Facilitate and manage seamless connections between proprietary lab equipment and computing systems, ensuring optimal data flow, compatibility, and system performance.
2. Data Storage and Lifecycle Management:
   Collaborate with researchers to design, implement, and maintain secure, scalable storage solutions and data retention policies to support research workflows, long-term accessibility, and compliance requirements.
3. Advanced Technical Support and Incident Management:
   Provide tier 2 and tier 3 technical support for escalated issues related to hardware, software, networking, and specialty computing devices, ensuring timely resolution and minimal downtime.
4. System Maintenance and Technical Optimization:
   Conduct regular system health checks, software updates, and preventative maintenance to address technical debt, minimize disruptions, and optimize computing infrastructure.
5. Security and Compliance Oversight:
   Ensure lab systems adhere to security protocols and regulatory compliance standards through proactive risk assessments, security audits, and documentation of hardware assets and security controls.
6. Knowledge Transfer and Training:
   Develop knowledge base articles, technical guides, and training sessions to empower lab staff with best practices for equipment use, data management, and basic troubleshooting.

Required Skills and Abilities

1. Well-developed analytical and problem-solving skills
2. Well-developed interpersonal, written, communications and organizational skills
3. Strong working knowledge of information technology applications, processes, software, and equipment
4. Demonstrated team performance skills, customer service mindset approach, and the ability to act as a trusted advisor

Principal Responsibilities

1. Responsible for the day-to-day operations, incident management, technical support, administration, maintenance, implementation, and configuration for desktop, print, wired/wireless/data/security network, specialty computing devices and related hardware and software.
2. Responsible for responding to and resolving complex technical problems, providing tier 2 and tier 3 support utilizing a variety of tools and techniques.
3. Assess and recommend computer hardware needs.
4. Assist with the development of KB articles and training documents.
5. May oversee and lead a team of level 1 & 2 technicians.

Required Education and Experience

Bachelor's Degree and four years of experience or equivalent education and experience.

Skills and Abilities

Developed analytical and problem-solving skills.
Developed interpersonal, written, communications and organizational skills.
Working knowledge of information technology applications, processes, software, and equipment.
Demonstrated team performance skills, customer service mindset approach, and the ability to act as a trusted advisor.