IT Support Analyst

About the role…

As an IT Support Analyst, you will play a key role in keeping our end user systems running smoothly across the company. You will take on a wide range of responsibilities, from troubleshooting technical issues and managing system updates to setting up new workstations, maintaining software licenses, managing support tickets, ensuring data security, and providing hands-on support for both in-office and remote employees. You will be working alongside the IT team not only in Cambridge, MA, but remotely with our offices in West Lafayette, IN and Ghent, Belgium.

We are looking for someone who is not only technically skilled but also great at communicating with a diverse range of end users. Your ability to explain things clearly and offer quick, effective solutions will be crucial to keeping things on track. This role offers a great chance to expand your skill set, work in a collaborative, dynamic environment, and have a direct impact on the organization’s IT operations.

As an IT Support Analyst, you will…

• Provide daily onsite support, monitoring and triage of managed infrastructure, services, applications, and laptop/desktop support using an IT service management system
• Create and maintain user accounts and access permissions across endpoints and software systems
• Image and deploy laptops as replacements or for new employees
• Maintain all computers with current patches and software installs with endpoint systems and mobile device management tools
• Utilize Vulnerability Management and Remote Monitoring systems to remediate endpoint vulnerabilities
• Assist with computer-controlled laboratory equipment moves, connections and troubleshooting
• Perform computer moves of equipment when teams are relocated
• Consistently monitor endpoint setup and report any potential viruses or threats
• Ensure cleanliness of all data equipment and computer rooms
• Assist in AV equipment setup and troubleshooting 
• Assist with ordering computers, peripherals, software, etc. and managing inventory for effective distribution to employees and maintaining systems with asset management tools
• Provide local training and support on key IT applications, including creating self-service and training materials for staff and clients
• Manage local systems/applications and technical infrastructure operations to support staff and applications
• Identify and recommend solutions to enhance the client experience, availability, and staff efficiencies, coordinated closely with global IT needs
• Foresee issues and gaps, identify solutions and work comfortably with leading-edge products
• Work effectively with our vendor partners to maintain functional operational systems
• Communicate with management on IT applications operational status 
• Assist with record-keeping procedures, documentation, asset management and maintenance of data
• Coordinate with management to bring efficiencies to laboratory information management systems

You bring…

• Minimum 2 years of proven experience in an IT support role that focused on laptop and end user support
• Expertise with Windows 10/11, MacOS, iOS/iPadOS, MS Office 365 suite
• Knowledge of IAM systems such as OKTA
• Excellent communication skills (written and verbal), with strong problem-solving and decision-making abilities

• High self-motivation with the capability of working both independently and in a team setting
• A positive and entrepreneurial mindset, with the ability to challenge the status quo to drive innovation in a fast-paced startup environment
• Eagerness to learn new systems, particularly in agriculture biotech and laboratory settings
• Curiosity and a commitment to continuous learning, with a desire to make a meaningful impact
• Ability to apply creative thinking to troubleshoot complex technical issues
• A collaborative approach, open to giving and receiving ideas, perspectives, and feedback
• Skill in fostering open dialogue and promoting teamwork
• Comfort with ambiguity, the ability to adapt to change and make decisions with incomplete information
• A strong sense of accountability, taking ownership and encouraging the same in others

Bonus Qualifications...

• Relevant IT certifications (ITILv4, A+, etc.)
• Experience with MDM systems (Intune, JAMF)
• Experience with IT Service Management systems (SolarWinds, ServiceNow, etc.)
• Experience with RMM systems (NinjaOne, Action1, etc.)
• Experience with Quality Management systems
• Experience working with laboratory equipment and maintaining laboratory IT systems
• Experience working with/in AWS
• Experience creating end user documentation and how-to guides
• Experience creating SOPs and internal documentation
• Knowledge of scripting languages (PowerShell, Bash)
• Knowledge of video conferencing hardware and digital signage (Microsoft Teams, Logitech, Crestron) and Smart TVs