IT Support Analyst
About The Position
The IT Support Analyst is an on-site technology resource for the assigned office, delivering day-to-day desktop and end-user support and assisting with executive technology, conference room systems, and live event production. Reporting to the Senior Manager, IT End User Services, the analyst troubleshoots hardware, software, network, and Microsoft 365 issues for office-based employees while working alongside senior team members to support executive-facing meetings and events. This is a hands-on role for a developing IT professional with strong customer service skills, solid technical fundamentals, and the composure to support high-visibility events with guidance from senior staff. The role is fully on-site at a Beeline Medicines office, Monday through Friday, and requires regular in-person attendance. Standard business hours apply, with occasional evening, weekend, or on-call availability required for events, system maintenance, upgrades, or urgent issues outside normal hours. Minimal to occasional travel may be required between office locations or to support remote sites or end users.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent years of industry experience.
- Three years of hands-on IT support experience, including desktop support and end-user troubleshooting.
- Experience with Microsoft 365 applications and basic administration, including account management.
- Experience with an ITSM ticketing system such as ServiceNow, Jira Service Management, or equivalent.
- Working knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint, with user-level troubleshooting and account management.
- Basic networking knowledge, including Wi-Fi troubleshooting, printer connectivity, VPN, and DNS resolution.
- Professional, service-oriented presence when working with executives, board members, and external guests.
- Ability to take ownership of assigned tasks and seek guidance appropriately from senior team members.
- Reliable follow-through and ability to complete assigned work on time without reminders.
- Clear documentation habits, including accurate ticket notes and adherence to established procedures.
- Ability to work on-site Monday through Friday and provide occasional evening, weekend, or on-call availability for events, maintenance, upgrades, or urgent issues.
- Ability to use a computer keyboard and monitor for extended periods; occasionally lift computer equipment, monitors, or peripherals weighing up to 25–50 pounds; and bend, kneel, or reach to install or troubleshoot hardware under desks or in server racks.
Nice To Haves
- Exposure to Entra ID and Intune.
- Exposure to conference room systems, video conferencing, or live event/AV support.
- AV and webcasting experience.
- Experience in a life sciences, biotech, or pharmaceutical company.
Responsibilities
- Provide first-level and select second-level IT support to office-based employees, troubleshooting and configuring hardware, software, network connectivity, printing, and Microsoft 365 applications.
- Resolve support tickets within established SLAs, escalate issues beyond the role’s scope, and document support activity in the ITSM ticketing system.
- Assist the Senior IT Support Analyst with priority support for C-suite executives and visiting board members, including workstation setup, device configuration, and pre-meeting technology checks.
- Serve as a backup on-site technology contact for executive requests as directed.
- Help set up, operate, and break down AV equipment for board presentations, analyst meetings, investor events, and company town halls.
- Participate in event rehearsals, monitor live feeds, and troubleshoot common issues in real time under senior team members’ direction.
- Perform routine checks and preventive maintenance on conference room technology, including Teams Rooms systems, displays, cameras, microphones, and wireless presentation devices.
- Set up temporary meeting spaces and support guest Wi-Fi access, loaner devices, and visitor connectivity.
- Image, configure, and deploy laptops, desktops, and peripherals using standard build processes.
- Coordinate hardware delivery to end users, maintain accurate endpoint and loaner-device inventory records, and manage office hardware and supplies.
- Support account provisioning, password resets, MFA troubleshooting, group membership updates, and access requests according to established procedures.
- Perform other duties and responsibilities as assigned.
Benefits
- Comprehensive benefits package tailored to the country and region of hire, in compliance with local laws and practices.
- Competitive health and wellness coverage; structure and premiums vary by country.
- Paid time off, public holidays, and additional leave entitlements in accordance with local requirements.
- Flexible work arrangements or hybrid schedule may be available depending on location and applicable eligibility, regulations, and plan terms.
- A discretionary annual bonus and long-term incentive award, such as equity, may be available based on individual and Company performance.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
