IT Support Technician

Key Responsibilities

• Provide Tier 1–2 IT support for office and lab personnel (onsite and remote)
• Troubleshoot issues across: Windows and macOS systems, Microsoft 365 (Outlook, Teams, SharePoint)
• VPN (e.g., GlobalProtect) and remote access tools
• Printers, conference systems, and AV equipment
• Support lab-specific IT needs, including:
• Workstations connected to scientific instruments
• Barcode scanners, label printers, and specialized peripherals
• Manage tickets via ITSM platforms (Jira)
• Perform user onboarding/offboarding with strict adherence to access controls and audit requirements
• Support Active Directory / Azure AD: User provisioning, group access, MFA troubleshooting
• Assist with endpoint management (Intune, or equivalent)
• Maintain accurate documentation aligned with compliance and audit standards
• Escalate complex issues to Systems/Network teams as needed
• Participating in IT projects (lab expansions, system rollouts)

Minimum Qualifications

• 1+ years of experience in Help Desk, Desktop Support, or IT Support
• Experience supporting Windows and/or macOS environments
• Familiarity with: Microsoft 365 ecosystem, Active Directory or Azure AD, IT ticketing systems
• Basic understanding of networking (DNS, DHCP, VPN)
• Strong communication skills with both technical and non-technical users
• Ability to work in a fast-paced, regulated environment

Preferred Qualifcations

• Experience in biotech, pharmaceutical, or healthcare environments
• Understanding of GMP, or FDA regulatory requirements
• Exposure to validated systems and change control processes
• Experience supporting laboratory systems or scientific equipment
• Familiarity with: Endpoint tools (Intune, JAMF), Identity & Access Management best practices, Security controls (MFA, device compliance, least privilege)

Work Environment

• Onsite role to support lab operations
• May require occasional after-hours support for critical lab systems
• Must be able to lift up to 20 lbs of IT Equipment (Monitors, Printers, etc)
• Occasional weekend work
• On call schedule
• Support cGMP/cGTP manufacturing environments