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:

Bachelor’s 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 1–3 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.