IT Support Specialist

JOB PURPOSE:

The Howard University Research Centers in Minority Institutions (RCMI) Program Center for Computational Biology and Bioinformatics (CCBB) is seeking a highly motivated IT Support Specialist. The successful candidate will provide technical support across multiple environments including desktop support Linux server administration and open-source virtualization platforms. The role involves troubleshooting configuring and maintaining hardware software and network systems. The candidate will also support researchers and clinicians by learning and assisting with REDCap for research data management and using SQL for basic data queries. Effective communication of technical solutions to both technical and non-technical stakeholders is essential. This position reports to the IT Director.

SUPERVISORY AUTHORITY:

Responsible for providing guidance orientation and training to others as well as assigning and reviewing their work. May serve in a lead or senior capacity over other staff performing related technical tasks.

NATURE AND SCOPE:

Internal contacts include administrators faculty staff and students across the department and University. External contacts include vendors service providers consultants and technical support representatives.

PRINCIPAL ACCOUNTABILITIES:

Provide first- and second-level desktop support for hardware software and peripherals across Windows macOS and Linux environments.

Install configure maintain and troubleshoot desktops laptops printers and peripheral devices.

Administer Linux servers including user management system monitoring patching updates and security hardening.

Manage open-source virtualization environments including OpenStack KVM or other community virtualization platforms for testing research applications and server provisioning.

Monitor and maintain IT infrastructure to ensure high availability performance and security.

Troubleshoot network system and application issues; escalate complex problems as needed.

Provide technical support for REDCap including installation configuration access management and troubleshooting to enable researchers and clinicians to use the platform effectively for data collection and management.

Perform basic SQL queries (SELECT INSERT UPDATE DELETE) to extract or manipulate research data.

Maintain accurate IT documentation including system configurations procedures and troubleshooting guides.

Collaborate with internal teams and external vendors to resolve technical issues and implement solutions.

Provide training and technical guidance to staff students and faculty on IT systems software and best practices.

Ensure compliance with IT policies cybersecurity standards and data protection regulations.

Recommend improvements to IT infrastructure open-source virtualization platforms and processes to enhance efficiency and user experience.

Prepare reports on system performance incidents and service requests.

Perform other related duties as assigned.

CORE COMPETENCIES:

Proficiency in Linux system administration (Red Hat Ubuntu or similar).

Experience with open-source virtualization platforms including OpenStack KVM or similar technologies.

Strong desktop support skills for Windows macOS and peripheral devices.

Basic SQL knowledge for database querying and reporting.

Willingness and ability to learn and support REDCap for research and clinical data management.

Networking knowledge (TCP/IP DNS DHCP) and system administration concepts.

Familiarity with Active Directory Office 365 and enterprise IT service management tools.

Knowledge of cybersecurity principles and best practices.

Strong analytical troubleshooting and problem-solving skills.

Excellent documentation communication and interpersonal skills.

Ability to manage multiple priorities and work independently or collaboratively in a team.

MINIMUM REQUIREMENTS:

Bachelors degree in information technology Computer Science Information Systems or related field or equivalent combination of education and experience. Relevant certifications (e.g. CompTIA Linux RHCSA/RHCE OpenStack Administrator or similar) preferred. Minimum of 13 years of experience in IT support Linux administration desktop support or open-source virtualization environments. Basic experience or coursework in SQL and database concepts preferred. Willingness to learn and support REDCap or similar research data management platforms.