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
Experience in life sciences, biopharma, or a compliance-sensitive setting preferred
Certifications preferred: CompTIA A+, Network+, ITIL v4, or Apple Certified Support Professional (ACSP)
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
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
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
Strong written communication - documentation is a core deliverable, not an afterthought
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