IT Support Analyst
Role details
Job location
Tech stack
Job description
The IT Technician is a hands-on, service-oriented technologist who serves as a primary point of contact for day-to-day IT support across the entire organization. This role is the connective tissue between the service desk and deskside operations - someone equally comfortable resolving tickets in Jira Service Management and physically staging a laptop in the equipment room. The core of this role is deskside and hardware work - laptop builds and imaging, asset tracking and inventory, hardware deployment and repair, and supporting the physical IT environment that keeps our users productive. Helpdesk ticket coverage is a secondary but meaningful responsibility - this person jumps in on the queue when volume demands it and handles issues they can resolve efficiently. This is an individual contributor role that requires a practical, organized mindset, a genuine service orientation, and the ability to manage multiple priorities without dropping the ball on the basics. Deskside Support & Hardware Build, image, configure, and deploy laptops and workstations for new hires, refreshes, and replacements across Mac and Windows platforms. Maintain accurate IT hardware inventory - tracking assets from procurement through deployment, reassignment, and disposal. Perform hardware repair, maintenance, and replacement for end-user devices, peripherals, printers, and AV equipment. Coordinate and execute employee onboarding hardware setups and offboarding device collection and processing. Support AV hardware and collaboration tools in meeting rooms and shared spaces; coordinate with vendors for repairs or service. Travel to other client sites as needed to provide hands-on deskside support. Lift and transport hardware and equipment as part of regular duties. Helpdesk Ticket Support Monitor and manage assigned IT tickets in Jira Service Management: triaging accurately, updating users consistently, and resolving issues fully before closure. Diagnose and resolve hardware, software, connectivity, and account/access issues across Windows and Mac platforms. Support common enterprise tools and SaaS platforms including Microsoft 365 and collaboration tools used across the clients ecosystem. Route issues requiring specialized teams with complete context; follow through to ensure closure and user communication. Maintain queue hygiene - no aging tickets without action, no closures without resolution notes. Documentation & Process Log all incidents and requests with accurate detail - symptoms, steps taken, and resolution - in Jira Service Management. Contribute to knowledge base articles, runbooks, and FAQs to improve team efficiency and enable user self-service. Identify recurring issues and surface patterns to IT leadership with recommendations for resolution or process improvement. Support IT projects and initiatives with hands-on technical assistance, testing, and deployment tasks.
Requirements
Strong written communication - documentation is a core deliverable, not an afterthought. Experience in life sciences, biopharma, or a compliance-sensitive setting preferred. Certifications preferred: CompTIA A+, Network+, ITIL v4, or Apple Certified Support Professional (ACSP). Associate's or Bachelor's degree in IT, Computer Science, or equivalent practical experience Solid working knowledge of Mac (macOS) and Windows environments, including hardware and common enterprise applications. Hands-on experience with laptop imaging, hardware builds, and asset lifecycle management. Organized and methodical - manages inventory and physical IT operations with accuracy and follow-through. Customer-first orientation in every interaction - responsive, clear, and focused on solving the problem. Communicates technical issues plainly to non-technical users without condescension. Applies ITIL or equivalent service management principles to incident and request workflows. Proactively flags systemic hardware or process issues and brings solutions, not just observations.
Benefits & conditions
This is a Contract position based out of Cambridge, MA. Pay and Benefits The pay range for this position is $30.00 - $35.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
