IT Support Specialist

Position Summary

The IT Support Specialist will provide hands-on, day-to-day end user support at Fractyl's Burlington office under the direction of the IT Manager. This role is focused on assisting the user community with hardware, software, and connectivity issues, supporting new hire onboarding, and maintaining shared office technology. The specialist will work closely with the IT Manager and Fractyl's Managed Services Providers (MSPs) to resolve tickets, escalate issues appropriately, and continuously improve the end user experience. This role is based on-site in our Burlington office five (5) days a week.

Primary Responsibilities

End User Support:

• Provide first-line, hands-on IT support to end users in the Burlington office, escalating to the IT Manager and MSPs as needed
• Assist end users with hardware, software, and connectivity issues, including laptops, docking stations, peripherals, and printers
• Help maintain local shared resources such as conference rooms, printers, laptops, docking stations, and other office hardware
• Partner with our Managed Service Providers to resolve tickets in a timely manner and follow up on outstanding requests
• Support new hire onboarding, including laptop imaging, account setup, equipment distribution, and walking new employees through core IT tools
• Provide end user training as needed on core IT software
• Handle service desk tickets in a timely manner and identify recurring end user issues to flag to the IT Manager
• Able to lift IT equipment up to 20 lbs and access equipment in tight spaces (e.g., under desks). Reasonable accommodations available for qualified individuals with disabilities.
• Support IT asset inventory management and assist the IT Manager with software license tracking and hardware ordering
• Provide end user support for lab-adjacent technology needs in coordination with scientists and lab staff
• Provide first-line end user support for common business applications, including Office 365 (Outlook, Teams, OneDrive, SharePoint), Smartsheet, and MS D365
• Promote IT security awareness by helping end users recognize phishing attempts and follow MFA and password best practices

Education or Certification Requirements

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field or years of applicable experience.
• Certifications such as CompTIA A+, Network+, or ITIL 4 are a plus but not required.

Professional Work Experience

• 2+ years of end user support or IT helpdesk experience.
• Applicable experience in biotech, pharmaceutical and/or medical device industries preferred.
• Prior vocational experience in related fields a plus (i.e. Co-Ops, Internships, Fellowships, etc.).

Other Essentials and Key Success Factors

• Comfortable working in high-growth and dynamic organizations
• Intellectual curiosity, innovation and creative problem solving with an entrepreneurial spirit
• Ability to work in a fast-paced environment with a keen sense of urgency to get the job done well
• Evidence of “hands-on” experience and expertise
• Proven and successful track record as a team-player and collaborator in small working environments
• Highly organized and detail oriented with a passion to deliver quality results
• Excellent verbal and written communication skills, with experience translating technical concepts into user-friendly documentation
• Highest levels of professionalism, confidence, personal values and ethical standards

Travel

This position requires no regular travel.

Compensation

This position offers a competitive salary in the range of $62,000-$94,000 annually, along with a comprehensive benefits package. Actual compensation will be based on relevant experience, education, and market factors. 

The description and requirements outlined above are general; additional requirements may apply.

In accordance with Massachusetts law, General Laws Chapter 149, Section 19B. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.