The candidate will join a rapidly growing environment with a highly motivated IT team. The primary function of this position is to own our end-user experience and our desktop systems, serving as the internal escalation point for Tier2+ issues and driving user services automation to improve service delivery.

Reporting to the Sr. Director of Infrastructure and Security, the successful candidate will work as part of our customer service oriented internal IT Infrastructure team which provides escalation support for user issues and executes Infrastructure projects for the organization. This position will be primarily focused on the end-user experience, ensuring that we have solid processes for repeatable work and handling exceptions as escalated from our outsourced frontline helpdesk as they arise. A successful candidate for this role will have strong helpdesk/deskside experience, good attention to detail and process, and a desire to improve IT processes and user facing technologies.

This role must be based in one of our office locations in Lexington, MA, San Diego, CA or London, UK. Our office-based employees follow a hybrid schedule of 4 days in the office, and 1 day remote.

Responsibilities (including, but not limited to):

• Act as primary escalation point for infrastructure tickets which cannot be handled by frontline helpdesk, providing strong troubleshooting skills and ownership of user issues
• Build and deploy new physical and virtual workstations, and drive towards automated build processes (Intune/Autopilot planned target)
• Monitor and maintain user license assignments and counts across all company applications and subscriptions, and drive towards automated provisioning of user accounts (Okta, AzureAD)
• Liaise with vendor support on relevant user issues
• Create and maintain system documentation, including Computer Systems Validation documentation as necessary
• Work as an additional member of the in-house IT Helpdesk team, managing other end-user support on an as available basis

Qualifications:

• Requires a 5+ years’ experience in Information Technology in an end-user supporting role
• Strong experience with supporting and troubleshooting on-prem and cloud applications, SaaS, and standard desktop software and collaboration tools required (eg: MS Office, Acrobat, M365, Teams, Sharepoint, Zoom, etc.).
• Experience building or managing automated deployment platforms (eg: Intune/Autopilot or similar) and Okta SAML/SCIM account provisioning highly desired.
• Strong customer service and problem-solving skills, consistently employing a service-oriented approach and demeanor in interactions with end-users
• Outstanding attention to detail with superior time and management skills
• Excellent written and verbal communication skills
• Must be able to work both individually and as part of a team, sharing knowledge so all can succeed
• Experience in the Pharmaceutical, Medical Device, or other highly regulated industry highly desired
• Knowledge of 21CFR Part 11, cGMP, FDA Data Integrity and Sarbanes Oxley regulations highly desired
• Must be able to lift and carry up to 25lbs