IT Support Analyst

Flagship Pioneering, Inc.•Cambridge, MA

40d

About The Position

The IT Support Analyst will serve as a central point of contact for all IT-related incidents and service requests involving our employees and contractors. This role requires coordinating a diverse array of hardware and software systems, including Windows, Mac, and mobile devices, ensuring these systems are operational and meet the needs of our users. This position includes responsibility for hardware repair (including printers and AV systems), IT stock inventory management, and providing standard Level 2 deskside support within a Mac and Windows environment for biopharmaceutical headquarters service departments. The role calls for a technical expert with a robust skill set, exceptional problem-solving abilities, and finely tuned communication skills adept at engaging with all levels of employees.

Requirements

Bachelor's degree in related field (e.g., IT, computer science)
4+ years of relevant experience with IT service delivery in comparable settings
Experience with Windows, Mac, and mobile device platforms, including related applications and software
Prior experience planning and delivering IT service support, working with wide-ranging solutions, and providing responsive technical customer service and consulting to internal teams within a quality and compliance environment
Experience working with users across teams to diagnose and resolve complex IT system/ process issues with platforms across areas
Experience developing and managing relationships with service providers, internal and external

Nice To Haves

Certifications related to service delivery area (e.g., CompTIA A+, Network+, Security+, or ITIL v3) preferred

Responsibilities

Provide exceptional technical support promptly and efficiently resolving IT-related issues across a spectrum of hardware, software, telephony, and network connectivity on Windows, Mac, and mobile platforms.
Perform hardware repair, maintenance, and replacement, including printers, AV systems, and related peripherals.
Deliver Level 2 deskside support, troubleshooting complex user issues, hardware failures, and advanced configuration problems.
Manage IT stock inventory, including tracking, ordering, and maintaining appropriate levels of IT equipment, accessories, and consumables to support ongoing operations.
Liaise with other IT teams to expedite the resolution of issues, reducing downtime and inconvenience for employees.
Travel to other sites as needed to support user needs and address issues.
Log all issues in company issue tracking systems and document recommended resolutions to known issues.
Manage and support hardware and software for meeting rooms and other spaces commonly used by employees.
Collaborate with IT leadership on implementing IT enhancements and infrastructure upgrades.
Coordinate onboarding and offboarding processes for employees, including setting up new user accounts and profiles, provisioning devices, and addressing password-related issues.
Develop, maintain, and disseminate documentation on IT processes and procedures.
Monitor IT systems, conducting routine audits to ensure optimal system performance across Windows, Mac, and mobile devices.
Contribute to IT projects, offering expert advice and support as needed.