IT Helpdesk Specialist

Job Description

We are looking for a hands-on Helpdesk Specialist to join the on-site IT team at our growing biotech client in Boston's Seaport. You will be the face of IT in the office: helping employees, executives, and lab teams with their devices, accounts, meeting rooms, and day-to-day technology issues. You'll work side by side with our on-site specialist and in close coordination with a remote support team.

What You'll Do

• User support: Resolve on-site tickets within SLA — hardware, software, access, connectivity, and Microsoft 365 issues.
• VIP & lab support: Give hands-on, white-glove support to executives and to laboratory environments, with 100% SLA compliance.
• Meeting rooms: Support Zoom Rooms, audiovisual equipment and conferencing technology.
• User & device lifecycle: Onboarding/offboarding, device deployment and resets, access provisioning, stock management and secure device reconfiguration.
• Asset & endpoint management: Maintain laptops, desktops, mobile devices, printers and peripherals across their lifecycle.
• Security: Ensure secure data handling, endpoint compliance and protection of business-critical information.
• Collaboration: Coordinate with the remote support team on communication, escalation and resolution.

Qualifications

• 3+ years in a Helpdesk / IT Support role, including hands-on, on-site (desk-side) support.
• Hands-on user account management in Microsoft 365 and a ticketing tool such as Jira.
• Strong troubleshooting across Microsoft 365, connectivity, hardware, and software.
• Experience maintaining laptops, desktops and peripherals.
• Familiarity with device management (MDM), asset management, and lifecycle processes.
• Excellent written and verbal communication; confident and professional with users at every level.
• Able to multitask and prioritize in a fast-paced environment, with attention to detail.
• Bachelor's degree in IT or a related field.

Nice to Have

• Endpoint security tools (antivirus, encryption).
• Cloud (Azure, AWS) and on-premises exposure.
• Biotech, life sciences, lab or executive (VIP) support experience

Additional Information

• Location: Seaport, Boston, MA
• On-site: Monday to Friday
• Employment type: Full-time employee - annual salary + benefits
• Industry: Biotech - Life Science

Note: Please apply with an updated resume and your current location