Job description

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES - Serve as the primary point of contact for day-to-day end-user IT support across the organization. - Monitor, resolve, and respond to IT tickets using the Janux’s helpdesk platform, ensuring timely communication and resolutions. - Diagnose, troubleshoot and resolve issues related to: Windows, laptops, desktops, printers, scanners, and lab-specific devices, Office 365 applications including Outlook, Teams, OneDrive, and SharePoint, and Basic networking (Wi-Fi, DNS, VPN, cabling). - Collaborate with the IT Manager on continuous improvement initiatives and the enforcement of IT policies and procedures. - Provide technical support to scientific staff for specialized lab software, instruments, and lab-based equipment integration. - Set up, configure, and deploy employee workstations and associated peripherals. - Support onboarding and offboarding processes, including account creation, equipment distribution, and access provisioning. - Maintain and audit IT inventory and documentation. - Support and troubleshoot on-site work environments, including peripheral hardware and audiovisual setups. - Assist in the implementation and execution of IT standard operating procedures (SOPs), documenting technical procedures and following established protocols. - Participate in on-call after-hour emergencies for IT support as needed. - Other duties as assigned by the IT Manager. EDUCATION, EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES - 3+ years of IT support experience in a technical role, preferably within biotech, pharmaceutical, or medical device industries. - At least 2 years of experience working with Microsoft Active Directory (Entra ID preferred) and Azure environments. - Strong familiarity with helpdesk/ticketing systems (e.g., FreshService or equivalent) is required. - Demonstrated expertise in IT infrastructure, cloud platforms, and network operations. - Strong knowledge in PC hardware, cybersecurity, storage, and communications systems. - Proven troubleshooting skills with Windows 10/11 and Microsoft 365 applications. - Working knowledge of networking protocols including DHCP, DNS, IP addressing, and VPN. - Comfortable supporting scientists with software, hardware, and IT systems tailored to lab environments. - Exceptional customer service orientation and communication abilities; able to translate complex solutions into user-friendly language. - Relevant certifications (CompTIA A+, Security+, Network+) are a strong plus. - Must be available and willing to provide occasional after-hours on-call support for urgent IT issues. - Must be able to move, transport, or position items weighing up to 50 pounds as part of routine job duties.

Requirements