IT Support Engineer (Tier 2-3)

• Serve as the primary POC for incoming break fix and request tickets.
• Diagnose and resolve complex technical issues spanning Windows and macOS endpoints, network connectivity, and core business applications
• Own tickets end-to-end in ServiceNow, meeting SLA targets and keeping status communication clear for the requester
• Communicate clearly and patiently with non-technical end users, translating technical root causes into plain language
• Document recurring issues, build runbooks, and maintain the internal IT knowledge base so common issues can be resolved faster.
• Identify patterns across tickets and flag recurring or systemic issues to the Manager of IT for longer-term fixes

Identity & Endpoint Support

• Support day-to-day Okta administration - user access, group membership, and basic troubleshooting of authentication issues
• Support Microsoft Intune for endpoint configuration, compliance checks, and device troubleshooting on Windows and macOS
• Update and maintain app packages in Intune, including packaging, version updates, and deployment troubleshooting
• Assist with Microsoft 365 and Microsoft Entra ID (Azure AD) user lifecycle tasks - provisioning, licensing, access changes, and troubleshooting
• Administer day-to-day Zoom support, including Zoom Phone, Rooms, and related integrations

Security Support (Secondary Focus)

• Provide frontline support for Zscaler (secure web gateway) and SentinelOne connectivity/agent issues
• Assist with SentinelOne endpoint alerts - initial triage and escalation to the Manager of IT for anything requiring deeper investigation
• Follow established security procedures and flag anomalies or potential incidents promptly

Preferred Experience:

• Relevant certifications: CompTIA A+/Network+/Security+, Microsoft MD-102 (Endpoint Administrator), Okta Certified Professional, or Zoom certifications
• Experience supporting a biotech, pharma, or other regulated/compliance-conscious environment (SOX, HIPAA, GxP, etc.)
• Exposure to scripting or automation for repetitive support tasks (PowerShell, Python, or Graph API basics)
• Experience with SharePoint and Egnyte administration or troubleshooting
• Prior experience working in a small/lean IT team where you wear multiple hats
• Familiarity with basic networking concepts (DNS, DHCP, VPN, firewall rules) beyond endpoint-level troubleshooting
• Experience contributing to or maintaining a ServiceNow knowledge base or similar ITSM documentation
• A track record of picking up new tools quickly - since this role touches 7+ platforms, adaptability matters more than deep tenure in any one
• Comfortable with leveraging AI tools to research and complete assigned tasks.

The Hourly Pay Rate: $55 hour. The actual compensation offered will be determined based on a number of job-related factors, including experience, skills, qualifications, and location.