IT Support Analyst

About the role… 

Ready to join an awesome team and make IT magic happen? We have an exciting opening for an experienced IT Support Analyst at our Ghent office! You'll be the wizard behind the curtain, ensuring our IT systems run smoothly across our offices, greenhouses, laboratories and farm. Plus, you'll get to collaborate with our fantastic teams in Cambridge, MA, and West Lafayette, IN. 

As an IT Support Analyst, you will… 

• Be our IT superhero, tackling first-point-of-contact support, managing infrastructure, services, applications, and laptop/desktop issues using our IT service management system. 

• Create and maintain user accounts and access permissions, becoming the gatekeeper of digital realms. 

• Set up laptops for new hires and replacements, welcoming new recruits to the IT dream team. 

• Keep our computers fresh and up-to-date with the latest patches and software using endpoint systems and mobile device management tools. 

• Assist with moving and troubleshooting computer-controlled lab equipment, ensuring labs get the IT love they need. 

• Help relocate computer equipment when teams move, turning IT gear lifting into our version of a workout. 

• Monitor for potential viruses or threats, acting as our digital watchdog. 

• Ensure our data equipment is always spick and span. 

• Assist with ordering computers, peripherals, and software, managing inventory effectively and becoming our IT shopping expert. 

• Set up and troubleshoot AV equipment, making sure we look and sound great in meetings. 

• Provide local training and support on key IT applications, creating self-service and training materials and becoming our IT guru. 

• Manage local systems and technical infrastructure to support staff and applications. 

• Identify and recommend solutions to improve client experience and staff efficiency, always coming up with good ideas that align closely with global IT needs. 

• Foresee potential issues and gaps, identify solutions, and work comfortably with cutting-edge products, ensuring we stay ahead of the curve. 

• Work effectively with our vendor partners to maintain operational systems. 

• Communicate with management about the status of IT applications, keeping the bosses in the loop. 

• Assist with record-keeping, documentation, asset management, and data maintenance, paying attention to details that matter. 

• Work with management to improve laboratory information management systems. 

You bring… 

• A Bachelor’s degree is preferred but not a dealbreaker. 

• At least 2 years of proven experience in an IT support role focusing on laptop and end-user support. 

• Expertise with Windows 10/11, Apple OS X, iOS, Office MS 365, and Adobe Suite/Creative Cloud, making you a tech wizard. 

• Knowledge of online security and identity tools like OKTA, KnowBe4, Cisco Umbrella, DLP, and CASB. 

• Strong written and verbal communication skills, along with excellent problem-solving and decision-making abilities. 

• High self-motivation and the ability to work both independently and as part of a team, embodying the team player spirit we love. 

• A positive and entrepreneurial attitude, ready to challenge the status quo to improve strategies, methods, and practices in a fast-paced startup environment. 

• Sharp project management skills, because multitasking is our game. 

• A keen interest in learning new systems in the agriculture biotech and laboratory environment. 

• Curiosity and a desire to continuously learn and make a meaningful impact, reflecting our value for growth. 

• Creative and strategic thinking, with a willingness to be bold and take risks. 

• A collaborative approach, open to sharing and receiving ideas, perspectives, and feedback. 

• The ability to foster open dialogue and collaboration. 

• The ability to plan and align people and resources for successful execution. 

• The capacity to manage ambiguity and comfortably handle change, making decisions and acting without having the complete picture. 

• Accountability, taking ownership of your work and ensuring others do the same. 

Bonus Qualifications... 

• Experience with MDM systems (Intune or JAMF). 

• Experience with IT service management systems (Solarwinds, ServiceNow, etc.). 

• Experience working in a laboratory setting and interacting with scientists. 

• Experience working with AWS. 

• Knowledge of online project management tools (Wrike, Confluence, etc.). 

• Knowledge of online graphics tools (Illustrator, Canva, etc.). 

• Knowledge of video conferencing hardware and/or digital signage (Microsoft Teams, Logitech, Crestron) and SmartTVs. 

• Experience with laboratory equipment and maintaining laboratory IT systems. 

• Scripting knowledge in Powershell and Bash.