Sr. IT Support Specialist

COMPANY:

Humacyte Inc (Nasdaq: HUMA) is developing a disruptive biotechnology platform to deliver universally implantable bioengineered human tissues, advanced tissue constructs, and organ systems designed to improve the lives of patients and transform the practice of medicine. The Company develops and manufactures acellular tissues to treat a wide range of diseases, injuries, and chronic conditions. Humacyte’s initial opportunity, a portfolio of Acellular Tissue Engineered Vessel (ATEVs), is currently approved for use in vascular trauma repair and is in late-stage clinical trials targeting multiple other applications including AV access for hemodialysis and peripheral arterial disease.

Preclinical development is also underway in coronary artery bypass grafts, pediatric heart surgery, treatment of type 1 diabetes, and multiple novel cell and tissue applications. Humacyte’s 6mm ATEV for AV access in hemodialysis was the first product candidate to receive the FDA’s Regenerative Medicine Advanced Therapy (RMAT) designation and has also received FDA Fast Track designation. Humacyte’s 6mm ATEV for urgent arterial repair following extremity vascular trauma also received the RMAT designation.

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Humacyte is seeking a Senior IT Support Specialist to serve as the most senior member of our internal end-user support team. This is a customer-facing role: you are the person employees across the organization rely on when they need something resolved quickly and well, and the escalation point when frontline help desk staff need help. Success in this role is measured as much by the quality of the experience you deliver — responsiveness, clear communication, and follow-through — as by technical resolution.

The ideal candidate pairs broad, hands-on technical troubleshooting skills with genuine customer-service instincts and the patience to support users of all technical levels, including executives and VIPs, in a fast-paced life sciences environment.

• Act as the senior point of contact for internal employees, delivering prompt, courteous, white-glove support in person, by phone, chat, and ticket.
• Own tickets end to end - diagnose, resolve, communicate status, and follow up to confirm the user is satisfied.
• Provide high-touch support for executives, VIPs, and time-sensitive requests.
• Translate technical issues into plain language and set clear expectations on timing and next steps.

• Serve as the escalation point for frontline / junior help desk staff on complex or high-priority issues.
• Mentor and coach junior technicians and help raise the overall quality of support delivery.
• Identify recurring issues and drive fixes, documentation, and self-service resources to reduce repeat tickets.
• Contribute to and maintain the knowledge base, SOPs, and support documentation.

• Troubleshoot and support Microsoft 365 for end users, including Exchange Online, SharePoint, Teams, and Outlook.
• Manage endpoints and mobile devices through Microsoft Intune - enrollment, configuration, compliance, and application/OS deployment.
• Manage OS and third-party patching across the endpoint and server fleet using patch management tooling (Azure Update Manager and/or Manage Engine preferred), ensuring systems stay current and compliant.
• Diagnose connectivity and basic networking issues (Wi-Fi, VPN, VLAN-related access) and elevate to network engineering when needed.
• Lead and own the IT onboarding and offboarding process - account provisioning, access and MFA setup, device preparation, and timely deprovisioning - ensuring a smooth day-one experience and secure, complete offboarding.
• Set up, image, and deploy laptops, peripherals, and conference-room / AV technology.

• 5-8years of hands-on IT support / help desk experience, including time at a senior or escalation level.
• Excellent customer-service, communication, and interpersonal skills — this is a people-facing role first.
• Experience owning or leading employee IT onboarding and offboarding.
• Strong hands-on troubleshooting of…