Technical Support Specialist (Contractor)

Job Summary

We are seeking aTechnical Support Specialist Icontractor for an on-site role in Farmington, Connecticut. This position provides front-line technical support for end users, addressing hardware, software, and network issues. The contractor will collaborate with internal IT teams to ensure consistent and effective service delivery, contribute to documentation and knowledge base articles, and support ongoing IT initiatives.

This is a part-time, onsite contract role, scheduled for 20-30 hours per week over a 6-12 month period. The selected contractor will be employed and paid through a third-party vendor. While this is a temporary position, there may be potential for full-time conversion based on performance and evolving business needs.

Key Responsibilities

• Phone Support:Serve as the first point of contact for technical issues, providing rapid resolution and excellent customer service.
• Deskside Support:Assist users with software, hardware, and peripheral equipment (e.g., printers) in a multiplatform environment.
• Systems Knowledge:Support and maintain Windows or macOS operating systems. Perform installations and updates, and liaise with hardware/software vendors.
• Networking:Apply TCP/IP and LAN troubleshooting skills from station plate to device.
• Technical Analysis:Diagnose and repair computer systems, operating environments, applications, and peripherals.
• Documentation:Record solutions in a call tracking system and contribute to IT process documentation.
• Technology Research:Stay current with IT trends through self-study and training.
• Problem Solving:Participate in root cause analysis and document resolutions for new or undocumented issues.

Qualifications

• High School Diploma required; Vocational/Technical Degree or Bachelor's Degree preferred.
• 1-2 years of experience in IT support.
• Familiarity with ITIL processes (Request, Incident, Problem, Change Management).
• Strong organizational and multitasking skills.
• Excellent interpersonal and communication abilities.
• Customer service mindset with empathy and a solution-focused approach.
• Willingness to pursue vendor certifications as part of their professional development.

The hourly pay rate is $22-26/hour. Pay rate is based on qualifications and relevant experience.

About JAX:

The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California),Japan andChina. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visitwww.jax.org.

EEO Statement:

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.