IT Operations

Science is an early stage company developing technologies for a range of serious unmet medical needs. We are unafraid to take difficult technical risks, secure in the knowledge that with a clear understanding of what we are doing and with support from powerful modern tools, more progress is possible than might be immediately obvious. Regardless of role or team, the two most important factors we look for in a candidate are evidence of exceptional ability and the addition of positive energy to the group.

As a small, very early stage team in a largely unstructured environment, the ability to independently orient yourself to the problems that need to be solved and then follow through is essential.

We are seeking a skilled and customer-oriented IT Operations Specialist to join our Science IT team. This role plays a crucial role in providing technical support to our internal users, resolving their IT-related issues, and ensuring a smooth and efficient computing environment. The ideal candidate will have a strong problem-solving aptitude, excellent communication skills, and a passion for delivering top-notch user assistance.

Duties and Responsibilities:

• Serve as the initial point of contact for all IT-related inquiries, problems, and requests from internal users via various channels, including messaging apps, email, and internal tracking system
• Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, mobile devices, operating systems, and applications
• Provide timely and effective technical support, guiding users through step-by-step solutions in a patient and friendly manner
• Escalate complex issues to appropriate IT members or specialists while ensuring users are informed about the progress and resolution
• Responsible for setting up, troubleshooting, and maintaining user work spaces
• Provide team assistance in setting up, configuring, and maintaining user systems and accounts, including passwords and access permissions for various systems and applications
• Provide team assistance with installing, upgrading, and maintaining software applications and operating systems across the organization
• Collaborate with colleagues to identify and implement solutions to recurring technical issues, ensuring proactive problem resolution
• Create and update documentation for IT processes, troubleshooting guides, and user manuals to enhance user self-service and IT knowledge base
• Assist in managing and maintaining IT inventory, including tracking equipment and managing hardware replacements
• Provide technical support for audio/video equipment, conference room setups, and virtual meetings
• Participate in projects related to system upgrades, software deployments, and IT infrastructure improvements
• May occasionally need to provide remote support to off-site locations. Some flexibility in working hours may be required to accommodate user needs and urgent technical issues
• Keep up-to-date with emerging technologies, IT trends, and best practices to contribute to the continuous enhancement of IT support services

Key

Qualifications:

• High School graduate & 4+ years of experience working in an IT service desk role or a similar technical support position
• Genuine cross-platform endpoint support: hands-on experience troubleshooting with Windows, macOS, Linux and common OS software applications (M365, collaboration tools, etc.)
• IdP / MDM administration: experience with an identity provider and device-management platform (Jump Cloud, Okta, or similar) – configuring policy, enrollment, SSO/SAML
• SaaS administration & lifecycle: administration of Google Workspace plus a broad app stack, including provisioning, deprovisioning, and access control
• Familiarity with remote desktop software, help desk ticketing systems, and support tools
• Strong communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users
• Ability to diagnose and resolve technical issues
• Networking fundamentals: tier-1 Wi‑Fi/LAN troubleshooting – DNS, DHCP, and access points
• Excellent customer service and problem‑solving skills with a patient and customer‑centric approach
• Strong attention to detail and ability to…