We are looking for a hands-on Helpdesk Specialist to join the on-site IT team at our growing biotech client in Boston's Seaport. You will be the face of IT in the office: helping employees, executives, and lab teams with their devices, accounts, meeting rooms, and day-to-day technology issues. You'll work side by side with our on-site specialist and in close coordination with a remote support team.
What You'll Do
- User support: Resolve on-site tickets within SLA — hardware, software, access, connectivity, and Microsoft 365 issues.
- VIP & lab support: Give hands-on, white-glove support to executives and to laboratory environments, with 100% SLA compliance.
- Meeting rooms: Support Zoom Rooms, audiovisual equipment and conferencing technology.
- User & device lifecycle: Onboarding/offboarding, device deployment and resets, access provisioning, stock management and secure device reconfiguration.
- Asset & endpoint management: Maintain laptops, desktops, mobile devices, printers and peripherals across their lifecycle.
- Security: Ensure secure data handling, endpoint compliance and protection of business-critical information.
- Collaboration: Coordinate with the remote support team on communication, escalation and resolution.
- 3+ years in a Helpdesk / IT Support role, including hands-on, on-site (desk-side) support.
- Hands-on user account management in Microsoft 365 and a ticketing tool such as Jira.
- Strong troubleshooting across Microsoft 365, connectivity, hardware, and software.
- Experience maintaining laptops, desktops and peripherals.
- Familiarity with device management (MDM), asset management, and lifecycle processes.
- Excellent written and verbal communication; confident and professional with users at every level.
- Able to multitask and prioritize in a fast-paced environment, with attention to detail.
- Bachelor's degree in IT or a related field.
Nice to Have
- Endpoint security tools (antivirus, encryption).
- Cloud (Azure, AWS) and on-premises exposure.
- Biotech, life sciences, lab or executive (VIP) support experience
- Location: Seaport, Boston, MA
- On-site: Monday to Friday
- Employment type: Full-time employee - annual salary + benefits
- Industry: Biotech - Life Science
Note: Please apply with an updated resume and your current location