IT Site Technician

StageBio

1d•Onsite

About The Position

StageBio is seeking a full-time IT Site Technician to join their Frederick, MD facility. This role will support the office environment and manage the day-to-day help desk ticket queue. The technician will handle end-user hardware, peripheral and conference room support, troubleshooting, onboarding and offboarding execution, basic networking, productivity suite administration, and email security triage. The position also involves supporting walk-up requests, vendor coordination, laboratory equipment, and general office technology. The role requires the ability to triage, document, and resolve issues independently with minimal supervision, focusing heavily on Tier 1 help desk support and general Tier 1 IT activities. The successful candidate will manage Tier 1 ticket volume, walk-up support, hardware deployment, routine onboarding and offboarding, and other daily operational tasks. The IT Site Technician reports directly to the Director of IT Operations and will work alongside senior technical staff, with opportunities to expand skills into Tier 2 and Tier 3 troubleshooting, infrastructure and application projects, security and compliance initiatives, and broader IT strategy discussions, provided the Tier 1 baseline is consistently met.

Requirements

Associate's degree in Computer Science, Information Technology, or a related field; or equivalent demonstrated work experience.
3+ years of recent, hands-on experience in an IT technician, desktop support, help desk, or field support role.
2+ years of recent experience administering Microsoft 365, including user provisioning, group and license management, and MFA administration.
Demonstrated experience building, imaging, and deploying Windows laptops and supporting end-user hardware.
Experience working within a formal enterprise ITSM ticketing platform (ServiceNow, Jira Service Management, Freshservice, ManageEngine, or equivalent).
Strong hardware troubleshooting skills across laptops, peripherals, printers, and conference room AV.
Working knowledge of Microsoft 365 administration, including user and group management, email and collaboration platforms, file storage, and licensing.
Basic networking literacy: cabling, switches, wireless troubleshooting, DHCP and DNS concepts at the user-support level.
Excellent documentation discipline, SLA awareness, and ticket-handling hygiene.
High emotional intelligence and customer service orientation; ability to handle a range of end users with patience and professionalism, including both on-site and remote staff.
Ability to work autonomously, manage competing priorities, and exercise sound judgment on what to resolve directly versus when to escalate.
Strong written and verbal communication skills.
Ability to establish and maintain trusted professional working relationships, both internally and externally.
Demonstrated commitment to high professional and ethical standards in a diverse workplace.

Nice To Haves

Experience working in an FDA-regulated, GLP, or life sciences laboratory environment.
Direct experience with enterprise email security platforms.
Familiarity with endpoint detection and response (EDR), mobile device management (MDM), and automated device provisioning tooling.
Experience supporting laboratory instrumentation or scientific computing environments.
Relevant industry certifications (CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals, ITIL Foundation, or similar).

Responsibilities

Serve as a primary point of contact for on-site end-user support issues, delivering a high level of professionalism and customer service to employees across all departments.
Monitor, triage, document, and resolve tickets within the organization's IT service management (ITSM) ticketing platform; escalate complex issues appropriately and maintain clear SLA adherence.
Handle walk-up requests, quick questions, and unrouted tickets as an on-site point of contact.
Perform end-user hardware deployment: build, image, and configure laptops and workstations; ship and receive equipment; manage inventory and asset tracking.
Provide peripheral and conference room support, including monitors, docking stations, printers, conference room AV equipment, and video conferencing systems.
Execute onboarding and offboarding processes end-to-end: account provisioning, hardware preparation, desk setup, new hire orientation handoff, and departure cleanup.
Administer Microsoft 365 at the user level: account creation, group and license management, MFA resets, and basic messaging and collaboration troubleshooting.
Triage and resolve email security alerts; release legitimate messages, quarantine or escalate suspicious activity, and partner with senior technical staff on phishing response.
Perform basic network troubleshooting: patching cables, tracing ports, verifying physical connections, and first-level wireless diagnostics.
Escort and supervise third-party vendors on-site, including ISP, cabling, printer, and hardware technicians; manage vendor access to secured IT spaces.
Support laboratory operations with on-site response for scientific computing equipment, lab printers, and related systems; escalate complex issues as appropriate.
Maintain accurate, thorough documentation of work performed, issues resolved, inventory changes, and standard operating procedures.
Adhere to defined IT Service Management processes, SLAs, ticket-handling hygiene, and change management discipline.
Participate in after-hours and on-call coverage for critical issues as needed.
Other duties as assigned.