IT Support Analyst

• Provide advanced technical support and troubleshooting for desktops, laptops, mobile devices, printers, network connectivity, software applications, and other end-user technologies within a biopharmaceutical environment
• Serve as an escalation point for complex IT issues, taking ownership through resolution and ensuring issues are addressed within established SLAs
• Provide onsite IT support for the Waltham location and collaborate with IT teams supporting other company sites
• Administer and support cloud-based and enterprise systems, including Microsoft Entra ID, Okta, Microsoft 365/O365, Box, Zoom, AirWatch, Active Directory, and other collaboration platforms
• Support GxP-relevant systems and IT infrastructure, understanding the documentation, access controls, change management, and operational requirements associated with a regulated environment
• Manage and support Zoom conference room systems, AV equipment, and other onsite technology
• Collaborate with IT Infrastructure and other technical teams on the deployment, maintenance, upgrades, and troubleshooting of on-premises and cloud-based infrastructure
• Create and maintain Service Desk knowledge bases, SOPs, technical documentation, and procedural materials appropriate for a regulated life sciences environment
• Participate in IT projects involving system upgrades, migrations, deployments, and organizational growth
• Manage hardware and software inventory, asset tracking, and lifecycle activities
• Support onboarding and offboarding, including hardware provisioning, account creation, access management, software deployment, and deprovisioning
• Partner with cross-functional business teams and external vendors to resolve issues and ensure technology supports business and operational requirements
• Provide technical guidance and training to junior IT Support Analysts as needed

The ideal candidate will be comfortable operating in a lean IT organization, supporting employees at all levels including executives, and working across both day-to-day service desk needs and broader IT initiatives. This is not a traditional corporate help desk role. The individual will need to understand the unique requirements of supporting technology within a regulated life sciences environment and be able to work independently across multiple systems and locations., * Bachelor’s degree in Computer Science, Information Technology, or related field with 4 years of hands-on IT support experience, including experience within a biotech, pharmaceutical, medical device, or other regulated life sciences organization

• Prior experience supporting IT within a GxP-regulated environment is strongly preferred
• Demonstrated experience supporting users, systems, and infrastructure in a lean biopharma IT organization
• Strong knowledge of IT Service Management principles and Service Desk tools
• Hands-on experience administering Microsoft Entra ID, Okta, Microsoft 365/O365, Active Directory, Box, and related cloud-based systems
• Experience supporting and troubleshooting Windows, macOS, iOS, mobile devices, peripherals, printers, networking, and enterprise applications
• Understanding of the IT requirements associated with GxP, GMP, SOX, validation, access controls, documentation, and audit readiness
• Strong executive and end-user support skills, with the ability to communicate technical issues clearly to non-technical users
• Proven ability to work independently, prioritize competing demands, and take ownership of issues from identification through resolution
• Ability to operate effectively in a fast-paced biotech environment where priorities can shift and IT resources may be lean
• Strong interpersonal and communication skills with a customer-focused approach
• Experience participating in IT infrastructure projects, system implementations, migrations, or deployments within a life sciences environment
• Certifications such as MCSE, MCSA, CCNA, Network+, A+, or equivalent are preferred