IT Lab Technician
About The Position
The IT Lab Technician is a dual-impact role designed for a versatile problem-solver who bridges the gap between traditional corporate IT and specialized scientific operations. Reporting directly to the Head of IT, you will serve as a critical liaison to the Research and Discovery team, ensuring that our technological infrastructure accelerates scientific innovation. The IT Lab Technician will be responsible for maintaining fast-paced environments in both office and laboratory settings, managing everything from standard workstations to specialized lab instrumentation and regulated systems. This will require a candidate who thrives in ambiguity, possesses creative problem-solving skills, and can translate complex technical issues for scientists and corporate staff. This is a full-time, onsite position based in Newton, MA, supporting day-to-day operations. This role also requires occasional travel to our headquarters in New Haven, CT to support onsite users, lab environments, and IT initiatives.
Requirements
- Windows 11 & macOS support
- Microsoft 365 ecosystem (Outlook, Teams, OneDrive, SharePoint)
- Azure Active Directory / Entra ID (basic administration)
- Intune & JAMF (basic device management)
- Freshservice or similar ticketing system
- Basic networking (Wi-Fi, DNS, connectivity troubleshooting)
- Hardware troubleshooting (end-user and lab-connected systems)
- Conference room A/V support
- Strong customer service mindset (white-glove mentality)
- Excellent communication skills (verbal & written)
- Ability to support both technical and non-technical users
- Comfortable working in both corporate and lab environments
- Detail-oriented with strong documentation habits
- Reliable, accountable, and team-oriented
- Bachelor’s degree in a related field
- 3+ years of IT helpdesk, desktop support, or equivalent experience
- 3+ years of experience in pharmaceutical, biotech, or lab environments
- 3+ years of experience supporting lab instruments or scientific equipment systems
- Experience supporting Windows and/or macOS environments
- Familiarity with Microsoft 365 applications
- Ability to troubleshoot common technical issues independently
- Ability to work full-time onsite in Newton, MA
- Willingness to travel occasionally to New Haven, CT headquarters
Nice To Haves
- Previous wet lab experience (academic or biotech)
- Life Science background preferred
- Previous experience working with lab automation workflows
- Familiarity with full-stack engineering
- Exposure to GxP, regulated systems, or validated environments
- Experience with Intune, JAMF, or Azure AD preferred
- Experience with conference room technology (Zoom/Teams)
- CompTIA A+, Network+, or similar certification
Responsibilities
- Serve as the first point of contact for all IT support requests via Freshservice
- Triage, prioritize, and resolve Tier 1 and 2 tickets in a timely manner
- Maintain clear, audit-ready ticket notes and resolution tracking
- Troubleshoot laptops, desktops, and peripherals (monitors, docking stations, printers)
- Perform device imaging, provisioning, and configuration
- Install, update, and validate approved software
- Support both Windows and macOS environments consistently
- Provide IT support within laboratory environments, including: Lab workstations and shared systems, Instrument-connected computers (analytical equipment, sequencing systems, etc.), Barcode scanners, label printers, and specialty peripherals
- Assist with troubleshooting connectivity between lab instruments and systems
- Support systems used in research, clinical, or manufacturing workflows
- Operate with awareness of lab uptime sensitivity and environmental constraints
- Operate within a GxP/regulated environment (as applicable)
- Follow procedures for systems that may impact validated environments
- Maintain awareness of data integrity requirements, access controls and audit expectations, and change management processes
- Escalate appropriately when systems fall under compliance scope
- Reset passwords and unlock accounts
- Assist with MFA / SSO issues
- Manage group access and permissions (as directed)
- Assign/remove Microsoft 365 licenses
- Use Intune for Windows device enrollment and compliance checks
- Use JAMF for macOS enrollment and troubleshooting
- Ensure devices meet security and compliance standards
- Set up new hire accounts, devices, and access
- Prepare and deploy workstations and peripherals
- Deliver IT onboarding for new employees
- Decommission and securely wipe departing user devices
- Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Assist with business and lab-related applications
- Troubleshoot VPN, browser, and connectivity issues
- Configure workstations and docking setups
- Troubleshoot conference room systems (Zoom/Teams Rooms)
- Ensure shared spaces and collaboration tools function properly
- Deliver white-glove support to executives and leadership
- Prioritize VIP issues with urgency and professionalism
- Maintain strict confidentiality
- Maintain inventory of devices, peripherals, and lab-related equipment
- Assist with hardware lifecycle management
- Follow IT security policies and best practices
Benefits
- Annual short-term incentive (e.g., bonus or sales incentive)
- Annual long-term incentive (e.g., equity)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
