IT Engineer II

Generate Biomedicines•Somerville, MA

3d•Hybrid

About The Position

We are seeking a motivated IT Support Engineer to provide hands-on end user and platform support in a highly adaptive, rapidly evolving environment at Generate Biomedicines. As an integral member of the Enterprise IT team, you will play a key role in providing end user technical support, performing scheduled and on-demand maintenance, end point and platform configuration management, and associated monitoring. The successful candidate will collaborate closely with and support both technical and business stakeholders across organizational lines. This role is primarily based in our Somerville, MA with rotational visits to our Andover, MA location.

Requirements

4 years of collective IT experience, with 2 years of direct support experience in Tier 1/Tier 2 roles
Confident ability delivering timely break/fix on a variety of devices, platforms, and SaaS components at both the end user and infrastructure levels
Well-developed scripting knowledge and experience
ITSM ticketing service and structured change control experience
Ability to navigate and understand intricacies and interdependencies surrounding directory management and access provisioning at the local and platform levels
Solid understanding of basic network connectivity and protocols
Strong communication skills to help bridge the gap between scientists, IT, and administration
Troubleshooting acumen within Windows and Mac operating systems, Entra & Active Directory environments, associated log analysis, and associated security protocols
Demonstrated comfort leveraging and supporting LLMs and agentic tools / processes.

Nice To Haves

Degree(s) in associated technology and / or information security disciplines
Relevant certifications such as Microsoft 365, CompTIA A+:, CompTIA Security+, Cisco Certified Support Technician (CCST), Apple Certified Support Professional (ACSP), ITIL Foundation, or similar
Previous working experience supporting a lab/scientific research environment
Previous working experience supporting a highly regulated technical environment

Responsibilities

Be a point of contact to staff and provide end user support
Respond to and triage IT events and requests within the end user and lab environments within structured workflows
Properly troubleshoot and escalate tickets while collaborating towards resolution both within and beyond the Enterprise IT team
Critically intake, analyze, and process information provided, and problem solve root causes of tactical support issues
Recognize and suggest potential forward looking solutions for increased workflow efficiency and automation
Participate in and add to recurring sprint meetings with lab staff and the Enterprise IT team
Provide asset management and inventory support
Image, configure, and deploy, and maintain hardware and lab instruments within prescribed frameworks as part of onboarding, continual support, and offboarding
Write, searching, and follow technical process documentation