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.

The Senior IT Support Specialist serves as the operational lead for Pivot Bio’s end-user support function, ensuring timely, high-quality service delivery across all departments. This role provides day-to-day leadership for IT Support operations, acts as the escalation point for complex issues, and partners closely with IT Engineering, IT Security, IT Leadership and People Operations to drive consistent, scalable support processes. This is a hands-on senior role with clear ownership of service delivery, process improvement, and team coordination, without formal people management responsibilities. 

This is a part-time temporary position, onsite three days a week.

Key Responsibilities 

• Partner with the IT Operations Leadership to set support priorities, align goals, and provide peer-level guidance, mentoring, and feedback to the IT Support team. 
• Own the IT Support ticket queue, ensuring SLAs are met and escalations are handled efficiently. 
• Act as the primary escalation point for complex end-user issues and cross-functional support incidents. 
• Continuously improving IT delivery processes to drive consistency, efficiency, and a strong employee experience. 
• Collaborate closely with IT Engineering and Security on cross-functional initiatives, tool improvements, and incident resolution. 
• Lead end-user hardware lifecycle processes, including provisioning, refreshes, asset tracking, and disposal. 
• Support software license tracking and procurement planning for user-facing technologies. 
• Analyze support metrics and trends to improve response times, first-contact resolution, and overall service quality. 
• Drive documentation standards, knowledge base improvements, and operational readiness. 
• Partner with People Operations and department leaders to ensure smooth onboarding, offboarding, and role-change technology workflows. 

Qualifications & Experience 

• 6+ years of experience in IT support, systems administration, or a related technical support role. 
• Strong proficiency with Windows and macOS environments, including MDM platforms such as JAMF or Intune. 
• Experience working with identity and access platforms, including Microsoft Entra. 
• Hands-on experience supporting Microsoft 365 applications including Outlook, SharePoint, and Teams. 
• Proven ability to support remote and hybrid staff via phone, email, and remote support tools. 
• Solid understanding of core networking concepts such as DHCP, DNS, VLANs, and wireless troubleshooting. 
• Strong troubleshooting skills, attention to detail, and ability to prioritize effectively in a fast-moving environment. 
• Experience working within IT service management platforms, Zendesk preferred. 
• Clear, concise communicator who builds trust and collaborates effectively across departments. 

Preferred Attributes 

• Experience acting as a senior or lead support resource in a fast-paced or scaling organization. 
• Ability to define, track, and improve service metrics such as SLA, MTTR, and CSAT. 
• Working knowledge of IT asset management and software licensing best practices. 
• Comfortable influencing without authority and driving outcomes through collaboration. 

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