IT Support Engineer

Role Summary

IT Support Engineer role at Syndax Pharmaceuticals, based in New York City. This fully in-office position runs Monday through Friday, 8:00 AM to 5:00 PM, and supports a hybrid workforce across all levels—including C‑Suite—to deliver reliable, secure, and high‑quality technology services. You will be the NYC IT site lead on daily technology operations, onboarding and offboarding, equipment logistics, and end‑to‑end user support, collaborating with the Office Manager and building management. The ideal candidate is a motivated self‑starter with strong communication skills, a quick learner, and comfort taking broad ownership in a fast‑paced office environment, with experience using modern tools and AI assistants to improve efficiency.

Responsibilities

• Serve as the first point of contact for daily operational technology support of a dispersed workforce, including laptops, tablets, mobile devices, virtual desktops, conference rooms, and SaaS applications.
• Act as NYC site lead on behalf of IT, overseeing equipment logistics for desks, meeting rooms, office functions, and day‑to‑day operational needs.
• Troubleshoot technology issues across operating systems, networks, collaboration tools, and cloud services with strong diagnostic ability and customer focus.
• Deliver white‑glove, executive‑level support for C‑Suite and senior leadership, ensuring reliability, discretion, and proactive service.
• Maintain security and compliance across all systems in accordance with defined processes, policies, and regulatory requirements.
• Lead onboarding and offboarding processes, including:
  • Hosting new‑hire IT orientations and technology walkthroughs
  • Setting up accounts, equipment, and permissions
  • Educating new team members on tools, security, and internal processes
  • Maintaining, organizing, and managing IT equipment and inventory, ensuring storage areas, IT closets, and shared spaces remain clean, orderly, labeled, and well‑documented
  • Effectively triaging and resolving requests using the Fresh‑Service ticketing system, demonstrating strong prioritization, communication, and SLA adherence
  • Collaborating with the Office Manager to support office wide operations, large meetings, and internal events, including A/V readiness and conferencing reliability
  • Managing the working relationship with building management to ensure smooth technology coordination
  • Responding to building‑driven equipment shutdowns, including occasional weekend incidents, coordinating with building management as needed
  • Developing, maintaining, and continuously improving documentation, workflows, and troubleshooting guides
  • Supporting employees in using AI‑powered tools, assistants, and integrated applications in line with company policy
  • Contributing to planning and improving operational procedures, standardized technology solutions, and workplace technology experiences
  • Collaborating with IT team members on projects and initiatives with ownership, professionalism, and follow‑through

Qualifications

• 3–5 years of experience as a Helpdesk Support Specialist (biotech industry experience a plus).
• Exceptional interpersonal and communication skills — strong, confident voice and presence.
• Highly independent, self‑motivated, proactive, detail‑oriented, and comfortable owning responsibilities with minimal oversight.
• Thrives in an office environment and enjoys being a key technological presence in the workplace.
• Able to think critically and respond to challenges with sound, professional judgment (and know when to escalate).
• Proven ability to problem‑solve and perform root‑cause analysis.
• Experience assembling, organizing, and maintaining physical computer hardware and peripherals.
• Exposure to mobile device management including iOS and Android.
• Experience using AI tools (e.g., Copilot, automation assistants, integrated AI features) for troubleshooting, research, documentation, and workflow improvement.
• Strong documentation skills with the ability to create clear, repeatable workflows and processes.
• Professional, calm under pressure, and committed to high‑quality service.

Education

• Bachelor’s degree in computer science, Information Technology, or similar.

Skills

• Knowledge of O365, Azure AD, Intune, and Azure Cloud Computing resources; PowerShell experience preferred.
• Experience with Windows OS, desktop applications including Microsoft Office with add‑ins, web browsers, and collaboration tools.
• Experience using AI tools (e.g., Copilot, automation assistants, integrated AI features) for troubleshooting, research, documentation, and workflow improvement.
• Strong documentation skills with the ability to create clear, repeatable workflows and processes.