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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst - **Company:** WhiteCap Search - **Location:** Waltham, MA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple IOS, Apple Mac Systems, Software Applications, Cloud Computing, Collaborative Software, Desktop Computing, Identity and Access Management, Network Connections, Airwatch, Azure Active Directory, Software Asset Management, Software Deployment, User Provisioning Software, Windows Desktop, Enterprise Software Applications, Cloud Platform System, Okta, Office365, Peripherals, Information Technology, Laptops, GXP - **Published:** October 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=400e831cdeebed71 ## About the Role 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 ## Description * 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