The Senior IT Support Coordinator is primarily responsible for end to end on-site deskside support at BlueRock’s Cambridge, MA office and laboratory facilities. The Sr. IT Support Coordinator collaborates closely with End User Services Manager, IT Infrastructure, R&D IT, and managed service desk partners supporting BlueRock’s business and laboratory computing environment. Additional responsibilities, may include support for on-premises network requests (e.g., LAN, WAP, servers, storage, etc.) and various projects including software, device implementations, site moves or expansions, new capability builds, hardware refreshes, lab instrument PC setups, moves, changes, etc. This role requires a minimum of four days onsite to support R&D and GMP lab IT operations including user incidents and requests.
Responsibilities:
- Provide end to end desktop technical support to office and laboratory users; Windows 10/11 Operating System, Microsoft O365 applications, and business and Laboratory Software supporting G&A, R&D, GMP systems.
- Perform end user and computer system onboarding (PC builds) and related setup tasks, imaging and encryption of office, laboratory desktop computers and laptops.
- Assist with all aspects of Laboratory IT Operations: Partner with Lab Operations and R&D, GMP laboratory users in ensuring the computing needs and capabilities of the laboratory are met.
- Serve as key liaison with lab Instrument vendors on system requirements, setups, and configurations for new systems and upgrades to existing systems.
- Ensure instrument data is backed up, secured, and handled in a manner required by corporate and regulatory guidelines.
- Maintain computer life cycle management activities, hardware and software installation, maintenance, upgrades, service, support, and inventory tracking.
- Partner with IT Risk Mgmt. & Compliance and QA in support of IT Change Control, Periodic Review procedures ensuring systems are maintained in a ready state of compliance.
- Lead role in supporting office/lab move, expansions and manage IT side of smaller lab IT initiatives.
- Develop support documentation, knowledge base for office and laboratory software and related devices. Aid peers, develop and share knowledge of procedures.
- Complete computer diagnostic and troubleshooting processes to resolve local area network, hardware (Switches/Routers/WAP’s) and software issues.
- Maintain system configurations to ensure the integrity of individual systems and the overall network.
- Assist with Service Desk queue management and escalation of tickets with managed ServiceDesk provider; provides technical guidance and training for junior support staff. Work independently with established procedures and follow process to achieve required results.
- Stays current with established and emerging network standards and protocols, PC operating systems, software applications, hardware platforms and peripherals, security, and industry certification.
- Participates in security, compliance audits and related periodic review activities, accurately documents and records work completed.
- Provide Conference room A/V troubleshooting, testing and support with vendor assistance as needed.
Requirements:
- 3+ years of hands-on IT desktop Support experience supporting Windows 10/11, Microsoft 365/Azure, and 3rd party productivity and laboratory software in biotechnology / pharmaceutical or healthcare industries.
- Certification or degree in a relevant field or a satisfactory combination of education, training, and/or experience; CompTIA A+ MCP or MCSA preferred
- Experience installing, upgrading, troubleshooting, and supporting Office 365 applications.
- Experience documenting incidents, requests, problems, changes, and knowledge base in ITSM or RMM tool, ServiceNow or Freshservice preferred.
- Experience supporting the setup, maintenance and life cycle management of computers interfacing with Lab Analytical instruments including installation, patching, backups, upgrades.
- Experience supporting user setups and groups in Azure AD (Active Directory), and general administrative tasks in SharePoint, Intune MDM/Autopilot, SSO (CyberArk), Enterprise Endpoint protection, Backup/Recovery software, Patch management, PowerShell preferred.
- Strong understanding of ITIL foundations preferred.
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