IT Support Analyst

Job Summary:

The IT Support Analyst is an on-site technology resource for the assigned office, delivering reliable 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, this role troubleshoots hardware, software, network, and M365 issues for office-based employees while working alongside senior team members to support executive-facing meetings and events. This is a fully on-site, 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.

Work Arrangement & Location: 

Onsite - This position is fully on-site and requires the incumbent to work from Beeline Medicines' office on a full-time basis (Monday through Friday). Regular, in-person attendance is an essential function of this role.

Essential Duties and Responsibilities:

• Desktop and End User Support: Provide first-level and select second-level IT support for office-based employees, including troubleshooting and configuring hardware, software, network connectivity, printing, and M365 application issues. Resolve tickets within established SLAs, escalate issues that exceed scope to the Senior IT Support Analyst, Senior Manager, or MSP service desk, and document all support activity in the ITSM ticketing system.
• Executive Technology Support: Assist the Senior IT Support Analyst in providing priority support to C-suite executives and visiting board members, including workstation setup, device configuration, and pre-meeting technology checks. Serve as backup on-site technology contact for executive requests as directed.
• Event Technology and AV Support: Assist with setup, operation, and breakdown of AV equipment for board presentations, analyst meetings, investor events, and company town halls. Participate in rehearsals, monitor live feeds, and troubleshoot common issues in real time under the direction of senior team members.
• Conference Room and Office Technology: 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.
• Endpoint Deployment and Lifecycle Management: Image, configure, and deploy laptops, desktops, and peripherals using standard build processes. Coordinate hardware delivery to end users, maintain accurate inventory records for endpoints and loaner devices, and manage office hardware and supplies.
• Identity and Access Management Support: Support account provisioning, password resets, MFA troubleshooting, group membership updates, and access requests following established procedures.
• Perform other duties and responsibilities as assigned

Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or related discipline, or equivalent years of industry experience.
• 3 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; exposure to Entra ID and Intune preferred.
• Experience with an ITSM ticketing system (ServiceNow, Jira Service Management, or equivalent).
• Exposure to conference room systems, video conferencing, or live event/AV support preferred.
• Microsoft 365 applications: Outlook, Teams, OneDrive, SharePoint, with user-level troubleshooting and account management.
• Working knowledge of conference room technology and video conferencing, including Teams Rooms; AV and webcasting experience a plus.
• Basic networking: Wi-Fi troubleshooting, printer connectivity, VPN, and DNS resolution.
• Experience in a life sciences, biotech, or pharmaceutical company is a plus.
• Professional, service-oriented presence when working with executives, board members, and external guests.
• Takes ownership of assigned tasks and seeks guidance appropriately from senior team members.
• Reliable follow-through: completes assigned work on time without needing reminders.
• Clear documentation habits: writes accurate ticket notes and follows established procedures
• Schedule: Standard business hours, with occasional evening, weekend, or on-call availability required to support events, system maintenance, upgrades, or urgent issues outside normal hours. 

Physical Requirements of Position:

• Physical demands: Frequent use of a computer keyboard and monitor for extended periods; occasional lifting of computer equipment, monitors, or peripherals (up to 25–50 lbs); ability to bend, kneel, or reach to install or troubleshoot hardware under desks or in server racks.
• Travel: Minimal to occasional travel may be required between office locations or to support remote sites/end users as needed. 

Salary Range 77000 - 100000 USD