Junior Bioinformatics Support Specialist

About the Role

BeVera Solutions, LLC is a public health and professional services company providing solutions to federal and state agencies. We support mission-critical programs through expertise in program management, communications, acquisition, data analytics, and public health initiatives.

BeVera Solutions is seeking a Junior Bioinformatics Support Specialist to support the Centers for Disease Control and Prevention's (CDC) Office of Advanced Molecular Detection (OAMD). This position will assist CDC scientists and technical teams by responding to incoming bioinformatics support requests, troubleshooting analytical workflows, processing genomic data, and maintaining scientific computing resources. This position offers an opportunity to gain hands-on experience with CDC scientific programs while collaborating with experienced bioinformaticians and technical specialists.

Key Responsibilities

Help Desk Support & Ticket Management

• Receive, review, prioritize, and respond to incoming technical support requests through the scientific computing help desk.
• Triage support tickets based on urgency, complexity, and potential impact on users or systems.
• Provide Tier 1 and Tier 2 technical support for bioinformatics software, scientific computing resources, and related applications.
• Assign, track, and update support tickets, including estimated resolution times and status updates.
• Troubleshoot technical issues and escalate complex requests to appropriate technical personnel.
• Maintain accurate records of reported issues, troubleshooting steps, resolutions, and escalations.
• Support established service-level agreement (SLA) requirements for ticket acknowledgement, response, and resolution.

Bioinformatics Software & Scientific Computing Support

• Assist CDC scientists and laboratory personnel with accessing and using bioinformatics software and scientific computing resources.
• Troubleshoot software access, configuration, installation, and compatibility issues.
• Provide technical assistance for Linux-based scientific computing and cloud environments.
• Support users experiencing difficulties accessing computational resources, applications, or scientific datasets.
• Assist with software license access requests and user account-related issues.
• Coordinate with system administrators, infrastructure teams, and other technical personnel to resolve issues.
• Provide limited desk-side technical support when necessary.

Bioinformatics Applications & User Assistance

• Provide technical support for bioinformatics applications and analytical tools used in public health research.
• Assist users with common software errors, workflow execution issues, and data-processing challenges.
• Support the configuration and troubleshooting of scientific applications.
• Identify recurring technical issues and recommend improvements to support processes.
• Refer advanced analytical or software-development issues to senior bioinformatics personnel.

Documentation, Training & Quality Assurance

• Develop and maintain troubleshooting guides, technical instructions, and help desk documentation.
• Document recurring issues, resolutions, and technical support procedures.
• Assist with preparing training materials and user-support resources.
• Provide basic user guidance and training on supported software and computing resources.
• Track help desk activity, response times, resolution times, and other performance metrics.
• Support continuous improvements to technical support processes and user experience.

Collaboration & Communication

• Communicate professionally with CDC scientists, laboratory personnel, and technical users regarding support requests.
• Coordinate with bioinformaticians, system administrators, DevOps personnel, and infrastructure teams.
• Provide timely updates on ticket status, anticipated resolution times, and escalated issues.
• Participate in technical meetings, training sessions, and knowledge-sharing activities.

Requirements & Tech Stack

Required Qualifications

• Bachelor's degree in Bioinformatics, Computational Biology, Biology, Computer Science, Information Technology, Data Science, or a closely related field, or an equivalent combination of education and relevant experience.
• Foundational knowledge of bioinformatics, scientific computing, or biological data analysis.
• Experience troubleshooting technical issues, software applications, or computing environments through coursework, internships, research, or professional experience.
• Familiarity with Linux, scientific software, or related computing technologies.
• Ability to assess, prioritize, and manage multiple technical support requests.
• Strong problem-solving, organizational, and documentation skills.
• Excellent written and verbal communication skills.
• Ability to explain technical information to users with varying levels of technical experience.
• Ability to collaborate with multidisciplinary scientific and technical teams.

Preferred Qualifications

• Previous experience supporting CDC, HHS, public health laboratories, or other federal scientific programs.
• Experience working in a technical help desk, IT support, or scientific computing support environment.
• Familiarity with ticketing systems, ticket triage, and service-level agreements.
• Knowledge of bioinformatics software, genomic analysis tools, or next-generation sequencing.
• Familiarity with Linux, high-performance computing (HPC), or cloud computing.
• Experience with Python, R, Bash, or similar scripting languages.
• Exposure to BioNumerics or other specialized scientific applications.
• Experience with software installation, configuration, user access, or license management.
• Familiarity with technical documentation, user training, and troubleshooting procedures.