IT Lab Technician

Location

Newton, MA (Occasional travel to New Haven, CT HQ)

This position requires the ability to work full-time onsite in the Newton, MA lab space and the occasional travel to our headquarters in New Haven, CT to support onsite users, lab environments, and IT initiatives.

The IT Lab Technician is a dual‑impact role designed for a versatile problem‑solver who bridges the gap between traditional corporate IT and specialized scientific operations. Reporting directly to the Head of IT, you will serve as a critical liaison to the Research and Discovery team, ensuring that our technological infrastructure accelerates scientific innovation.

The IT Lab Technician will be responsible for maintaining fast‑paced environments in both office and laboratory settings, managing everything from standard workstations to specialized lab instrumentation and regulated systems. This will require a candidate who thrives in ambiguity, possesses creative problem‑solving skills, and can translate complex technical issues for scientists and corporate staff.

• Serve as the first point of contact for all IT support requests via Fresh service
• Triage, prioritize, and resolve Tier 1 and 2 tickets in a timely manner
• Maintain clear, audit‑ready ticket notes and resolution tracking for Device & OS support (Windows + macOS)
• Troubleshoot laptops, desktops, and peripherals (monitors, docking stations, printers)
• Perform device imaging, provisioning, and configuration
• Install, update, and validate approved software
• Support both Windows and macOS environments consistently

• Provide IT support within laboratory environments, including lab workstations and shared systems
• Instrument‑connected computers (analytical equipment, sequencing systems, etc.)
• Barcode scanners, label printers, and specialty peripherals
• Assist with troubleshooting connectivity between lab instruments and systems
• Support systems used in research, clinical, or manufacturing workflows
• Operate with awareness of lab uptime sensitivity and environmental constraints

• Operate within a GxP/regulated environment (as applicable)
• Follow procedures for systems that may impact validated environments
• Maintain awareness of data integrity requirements, access controls and audit expectations, and change management processes
• Escalate appropriately when systems fall under compliance scope

• Reset passwords and unlock accounts
• Assist with MFA / SSO issues
• Manage group access and permissions (as directed)
• Assign/remove Microsoft 365 licenses

• Use Intune for Windows device enrollment and compliance checks
• Use JAMF for macOS enrollment and troubleshooting
• Ensure devices meet security and compliance standards

• Set up new hire accounts, devices, and access
• Prepare and deploy workstations and peripherals
• Deliver IT onboarding for new employees
• Decommission and securely wipe departing user devices

• Support Microsoft 365 (Outlook, Teams, One Drive, SharePoint)
• Assist with business and lab‑related applications

• Configure workstations and docking setups
• Troubleshoot conference room systems (Zoom/Teams Rooms)
• Ensure shared spaces and collaboration tools function properly

• Deliver white‑glove support to executives and leadership
• Prioritize VIP issues with urgency and professionalism
• Maintain strict confidentiality

• Maintain inventory of devices, peripherals, and lab‑related equipment
• Assist with hardware lifecycle management
• Follow IT security policies and best practices
• Microsoft 365 ecosystem (Outlook, Teams, One Drive, SharePoint)
• Azure Active Directory / Entra  (basic administration)
• Intune & JAMF (basic device management)
• Fresh service or similar ticketing system
• Basic networking (Wi‑Fi, DNS, connectivity troubleshooting)
• Hardware troubleshooting (end‑user and lab‑connected systems)
• Conference room A/V support
• Strong customer service mindset (white‑glove mentality)
• Ability to support both technical and non‑technical users
• Comfortable working in…