IT Systems & Support Specialist

Position Summary

Reporting to the Senior Director of Information Technology, the IT Support Specialist will be responsible for providing exceptional technical support to employees across the organization while helping maintain and improve the company's IT infrastructure and security posture.

This is a hands-on role that combines end-user support, systems administration, and technology project work. The ideal candidate is highly customer-focused, enjoys solving technical problems, and is comfortable supporting a hybrid and remote workforce in a fast-paced biotech environment.

Responsibilities

• Provide remote and on-site technical support to employees, consultants, and external collaborators.
• Manage and resolve help desk tickets in a timely and professional manner.
• Deploy, configure, and support Windows and Mac computers, mobile devices, printers, and peripherals.
• Administer user accounts and access in:
• Microsoft 365
• Entra ID (Azure Active Directory)
• Exchange Online
• Microsoft Teams
• Support endpoint management through Microsoft Intune and mobile device management solutions.
• Assist with cybersecurity initiatives, including:
• Microsoft Defender
• Multi-factor authentication
• Conditional Access
• Security awareness initiatives
• Troubleshoot hardware, software, networking, and connectivity issues.
• Assist with onboarding and offboarding activities.
• Maintain IT hardware and software inventories and software licensing records.
• Support implementation and testing of new applications and technologies.
• Document procedures and create end-user knowledge articles.
• Perform preventative maintenance and system health checks.
• Assist with infrastructure projects and continuous improvement initiatives.
• Establish and maintain strong working relationships with employees at all levels of the organization.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 5 years of experience in IT support or systems administration.
• Strong knowledge of:
• Windows 10/11
• Microsoft 365
• Entra ID
• Exchange Online
• Active Directory
• LAN/WAN/Wi-Fi/VPN technologies
• Mobile device support (iOS and Android)
• Experience supporting remote users and troubleshooting through remote management tools.
• Excellent customer service, communication, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving abilities.