About the role
Job Description
We are looking for a hands-on Helpdesk Specialist to join the on-site IT team at our growing biotech client in Boston's Seaport. You will be the face of IT in the office: helping employees, executives, and lab teams with their devices, accounts, meeting rooms, and day-to-day technology issues. You'll work side by side with our on-site specialist and in close coordination with a remote support team.
What You'll Do
* User support: Resolve on-site tickets within SLA — hardware, software, access, connectivity, and Microsoft 365 issues. * VIP & lab support: Give hands-on, white-glove support to executives and to laboratory environments, with 100% SLA compliance. * Meeting rooms: Support Zoom Rooms, audiovisual equipment and conferencing technology. * User & device lifecycle: Onboarding/offboarding, device deployment and resets, access provisioning, stock management and secure device reconfiguration. * Asset & endpoint management: Maintain laptops, desktops, mobile devices, printers and peripherals across their lifecycle. * Security: Ensure secure data handling, endpoint compliance and protection of business-critical information. * Collaboration: Coordinate with the remote support team on communication, escalation and resolution.
Qualifications
* 3+ years in a Helpdesk / IT Support role, including hands-on, on-site (desk-side) support. * Hands-on user account management in Microsoft 365 and a ticketing tool such as Jira. * Strong troubleshooting across Microsoft 365, connectivity, hardware, and software. * Experience maintaining laptops, desktops and peripherals. * Familiarity with device management (MDM), asset management, and lifecycle processes. * Excellent written and verbal communication; confident and professional with users at every level. * Able to multitask and prioritize in a fast-paced environment, with attention to detail. * Bachelor's degree in IT or a related field.
Nice to Have
* Endpoint security tools (antivirus, encryption). * Cloud (Azure, AWS) and on-premises exposure. * Biotech, life sciences, lab or executive (VIP) support experience
Additional Information
* Location: Seaport, Boston, MA * On-site: Monday to Friday * Employment type: Full-time employee - annual salary + benefits * Industry: Biotech - Life Science
Note: Please apply with an updated resume and your current location