Sr. IT Support Specialist
Humacyte
August 21, 2026
On-site
Durham, NC
IT
Responsibilities:
- Act as the senior point of contact for internal end-user support (in person, phone, chat, ticket), delivering prompt, courteous “white-glove” service.
- Own tickets end to end: diagnose, resolve, communicate status, and follow up to confirm user satisfaction.
- Provide high-touch support for executives/VIPs and time-sensitive requests; translate technical issues into plain language with clear next steps.
- Serve as escalation point for complex/high-priority issues from frontline/junior help desk staff.
- Mentor and coach junior technicians; improve overall support quality.
- Identify recurring issues and drive fixes, documentation, and self-service resources to reduce repeat tickets.
- Maintain knowledge base, SOPs, and support documentation.
- Troubleshoot and support Microsoft 365 (Exchange Online, SharePoint, Teams, Outlook).
- Manage endpoints and mobile devices with Microsoft Intune (enrollment, configuration, compliance, app/OS deployment).
- Manage OS and third-party patching across endpoint/server fleet using Azure Update Manager and/or ManageEngine.
- Diagnose connectivity/basic networking issues (Wi-Fi, VPN, VLAN-related access) and escalate to network engineering.
- Lead IT onboarding/offboarding (account provisioning, access/MFA setup, device preparation, secure deprovisioning).
- Set up, image, and deploy laptops, peripherals, and conference-room/AV technology.
Required:
- 5–8 years hands-on IT support/help desk experience, including senior/escalation level.
- Excellent customer service, communication, and interpersonal skills.
- Experience leading employee IT onboarding and offboarding.
- Strong troubleshooting of Microsoft 365 for end users.
- Intune device management experience.
- Hands-on patch management (Azure Update Manager and/or ManageEngine).
- Experience supporting Microsoft/Azure environments.
- Networking fundamentals (Wi-Fi, VPN, VLANs) for triage/escalation.
- Ability to stay calm, organized, and responsive.
- Willingness to participate in compensated on-call rotation.
- Bachelor’s degree (related) or equivalent experience.
Preferred:
- ITIL certification or ITIL-based service management experience.
- Experience supporting executives/VIPs.
- Familiarity with regulated life sciences/biotech environments (e.g., GxP, validated/computerized systems, SOX-relevant controls).
- Microsoft 365/Azure/CompTIA A+/networking (e.g., CCNA) certifications (valued).
- Exposure to AWS (minor plus).
Benefits:
- Stock options; 401k with 4% match (no vesting schedule)
- Medical, vision, dental
- Company paid LTD/STD; company paid life insurance
- 23 days PTO; 10 company holidays + 2 floating holidays
- Paid parental leave policies
- Act as the senior point of contact for internal end-user support (in person, phone, chat, ticket), delivering prompt, courteous “white-glove” service.
- Own tickets end to end: diagnose, resolve, communicate status, and follow up to confirm user satisfaction.
- Provide high-touch support for executives/VIPs and time-sensitive requests; translate technical issues into plain language with clear next steps.
- Serve as escalation point for complex/high-priority issues from frontline/junior help desk staff.
- Mentor and coach junior technicians; improve overall support quality.
- Identify recurring issues and drive fixes, documentation, and self-service resources to reduce repeat tickets.
- Maintain knowledge base, SOPs, and support documentation.
- Troubleshoot and support Microsoft 365 (Exchange Online, SharePoint, Teams, Outlook).
- Manage endpoints and mobile devices with Microsoft Intune (enrollment, configuration, compliance, app/OS deployment).
- Manage OS and third-party patching across endpoint/server fleet using Azure Update Manager and/or ManageEngine.
- Diagnose connectivity/basic networking issues (Wi-Fi, VPN, VLAN-related access) and escalate to network engineering.
- Lead IT onboarding/offboarding (account provisioning, access/MFA setup, device preparation, secure deprovisioning).
- Set up, image, and deploy laptops, peripherals, and conference-room/AV technology.
Required:
- 5–8 years hands-on IT support/help desk experience, including senior/escalation level.
- Excellent customer service, communication, and interpersonal skills.
- Experience leading employee IT onboarding and offboarding.
- Strong troubleshooting of Microsoft 365 for end users.
- Intune device management experience.
- Hands-on patch management (Azure Update Manager and/or ManageEngine).
- Experience supporting Microsoft/Azure environments.
- Networking fundamentals (Wi-Fi, VPN, VLANs) for triage/escalation.
- Ability to stay calm, organized, and responsive.
- Willingness to participate in compensated on-call rotation.
- Bachelor’s degree (related) or equivalent experience.
Preferred:
- ITIL certification or ITIL-based service management experience.
- Experience supporting executives/VIPs.
- Familiarity with regulated life sciences/biotech environments (e.g., GxP, validated/computerized systems, SOX-relevant controls).
- Microsoft 365/Azure/CompTIA A+/networking (e.g., CCNA) certifications (valued).
- Exposure to AWS (minor plus).
Benefits:
- Stock options; 401k with 4% match (no vesting schedule)
- Medical, vision, dental
- Company paid LTD/STD; company paid life insurance
- 23 days PTO; 10 company holidays + 2 floating holidays
- Paid parental leave policies