Senior IT Support Technician

About Pivot Bio:  

Fueled by an innovative drive and a deep understanding of microbiology, genomics, crop nutrition and agriculture, Pivot Bio is pioneering game-changing advances in fertilizer technology. Our first commercial product harnesses the power of naturally-occurring microbes, modern gene editing and application technologies to provide nitrogen to crops.  We are dedicated to providing new solutions for farmers to improve yield as they work to help feed the world’s growing population. Read/Hear more about Pivot Bio on Forbes or PBS News Hour.

We are seeking a well-rounded Sr IT Support Technician to join our IT Operations team. This role blends traditional Help Desk support with hands-on responsibilities in workstation management, basic server administration, and network support. You will be the go-to technical resource for Tier 1–3 support issues across end-user systems, perform onsite server and SaaS admin tasks, and serve as remote hands for our infrastructure and network teams. 

This is a highly visible and impactful role that demands technical versatility, a proactive mindset, and strong customer service skills. You’ll work closely with IT Engineering, Security, and SaaS operations teams to ensure staff remain productive and secure across devices, applications, and environments. 

 This role onsite 4 days a week and 1 day WFH.

Key Responsibilities 

• Provide Tier 1–3 support for staff across macOS and Windows workstations 
• Troubleshoot and resolve hardware, software, OS, and peripheral issues 
• Perform laptop provisioning, reimaging, and decommissioning using MDM tools (e.g., JAMF, Intune) 
• Monitor compliance with security baselines, patches, and configurations 
• Assist with account provisioning/deprovisioning and SSO troubleshooting 
• Design and lead IT training sessions for new hires or new SaaS rollouts 

Server and SaaS Support (Layer 1–2) 

• Act as first responder for onsite server outages, escalating to IT Engineering as needed 
• Perform SaaS license provisioning, group management, and end-user configuration changes 
• Document and escalate app or system-level bugs to vendor support or internal admins 

Network Support (Layer 1 – Remote Hands) 

• Serve as remote hands for network appliances, wiring closets, and office moves 
• Assist with Wi-Fi troubleshooting, port activation, and switch patching 
• Escalate Layer 2+ networking issues to the appropriate engineering team 

Qualifications Required: 

• 6+ years of experience in an IT support, systems admin, or similar technical support role 
• Proficiency with Windows and macOS environments, MDM tools (JAMF or Intune), and ticketing systems 
• Experience with identity platforms (Microsoft Entra) 
• Experience supporting staff with Microsoft 365 applications (Outlook, SharePoint, Teams) 
• Skilled in remote end user support, troubleshooting and resolving issues via phone, email, or remote desktop tools 
• Understanding of basic networking (DHCP, DNS, VLANs, patch panels, wireless troubleshooting) 
• Strong problem-solving skills, attention to detail, and sense of urgency 
• Experience with support ticketing platforms (Zendesk) 
• Excellent communication and documentation abilities 

Preferred: 

• Exposure to patch management tools (e.g., PatchMyPC) 
• Previous experience in a fast-paced or hybrid environment (startup/agriculture/science sectors a plus)

Work Authorization

· Must be authorized to work in the United States.

What we offer: 

• Sales Incentive Bonus Plan
• Competitive package in a disruptive startup 
• Stock options 
• Health/Dental/Vision insurance with employer-paid premiums 
• Life, Short-Term and Long-Term Disability policies 
• Employee Assistance Program with free referrals and discounts 
• 401(k) plan, 3% Match 
• Commuter benefits 
• Annual Training & Development support 
• Flexible vacation policy with a generous holiday schedule 
• Exciting opportunity to work with a talented and fun team

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