IT Support Engineer
About The Position
Compass Pathways plc is a biotechnology company focused on developing new mental health treatments. Its initial focus is COMP360 psilocybin, an investigational treatment being evaluated for treatment-resistant depression and post-traumatic stress disorder. The IT Support Engineer supports internal users with IT and audio-visual setups and issues. The role is based at the Jersey City office and is described as on site 2–4 days a week, while the responsibilities also state that the engineer will attend the office full time. The position reports to the Director, End User Services. The engineer provides end-user support across hardware, software, mobile devices, digital platforms, and conference-room AV systems. The role also handles user onboarding and offboarding, service-desk tickets, VIP support, documentation, and proactive improvements to IT and AV systems and processes. The position works with cross-functional teams and requires independent work in a fast-moving environment.
Requirements
- Excellent issue-resolution ability for audio-visual conference rooms, Windows, macOS, and mobile devices.
- High level of understanding of Zoom and audio-visual technology.
- Good understanding of corporate mobile-device provisioning and troubleshooting, with experience using Intune and JAMF.
- High level of understanding and experience with Office 365 and Microsoft products.
- Good working knowledge of audio-visual hardware, especially Logitech and Zoom technology.
- Experience working in IT work-management or ticketing systems.
- Ability to prioritize workload and participate in VIP support.
- Strong analytical, project-management, written, and verbal communication skills.
- Previous involvement in employee onboarding and offboarding.
- Proficiency in dealing with digital security threats.
- Exceptional problem-solving skills in high-pressure situations.
- Ability to work independently with minimal supervision and support.
- Ability to operate independently and in cross-functional teams amid uncertainty in an entrepreneurial, rapid-growth-oriented environment.
- Experience working in an ITIL environment, including request, incident, and change-management processes.
- Strong alignment with the company’s core mission and values.
Nice To Haves
- Jira Service Desk experience.
Responsibilities
- Manage technical tasks related to onboarding and offboarding Compass users.
- Attend the office full time and support end-user requests.
- Take responsibility for Zoom Rooms audio-visual technology in every conference room.
- Oversee and manage digital platforms, including JAMF, Microsoft, and Atlassian products.
- Log service-desk tickets from internal employees and work with them to resolve technical issues.
- Troubleshoot and resolve IT hardware and software issues.
- Collaborate on projects with cross-functional teams as needed.
- Support hardware and software for all end-user devices.
- Set up and support end-user mobile devices.
- Provide VIP support to senior staff.
- Act as Technician on Duty for important US-based conference calls.
- Create high-quality AV/IT documentation resources.
- Proactively create tasks to improve AV/IT systems and processes.
- Stay up to date with current technology trends and best practices.
Benefits
- Base salary, discretionary bonus, and equity for permanent hires.
- Flexibility and generous time off.
- Parental and reproductive support.
- Health and medical benefits.
- Mental health and wellbeing benefits.
- Financial health benefits.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
