IT Support Analyst
Listed on 2026-10-12
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IT/Tech
IT Support, Systems Administrator, Desktop Support, HelpDesk/Support
The IT Support Analyst is a critical member of the IT Service Desk team supporting a regulated biopharmaceutical environment. This role requires a strong technical support foundation along with hands-on experience working within biotech or pharmaceutical organizations, where IT systems, user access, documentation, and infrastructure must support GxP-regulated operations.
The ideal candidate will be comfortable operating in a lean IT organization, supporting employees at all levels including executives, and working across both day-to-day service desk needs and broader IT initiatives. This is not a traditional corporate help desk role. The individual will need to understand the unique requirements of supporting technology within a regulated life sciences environment and be able to work independently across multiple systems and locations.
The IT Support Analyst is a critical member of the IT Service Desk team supporting a regulated biopharmaceutical environment. This role requires a strong technical support foundation along with hands-on experience working within biotech or pharmaceutical organizations, where IT systems, user access, documentation, and infrastructure must support GxP-regulated operations.
The ideal candidate will be comfortable operating in a lean IT organization, supporting employees at all levels including executives, and working across both day-to-day service desk needs and broader IT initiatives. This is not a traditional corporate help desk role. The individual will need to understand the unique requirements of supporting technology within a regulated life sciences environment and be able to work independently across multiple systems and locations.
Responsibilities- Provide advanced technical support and troubleshooting for desktops, laptops, mobile devices, printers, network connectivity, software applications, and other end-user technologies within a biopharmaceutical environment
- Serve as an escalation point for complex IT issues, taking ownership through resolution and ensuring issues are addressed within established SLAs
- Provide onsite IT support for the Waltham location and collaborate with IT teams supporting other company sites
- Administer and support cloud-based and enterprise systems, including Microsoft Entra , Okta, Microsoft 365/O365, Box, Zoom, Air Watch, Active Directory, and other collaboration platforms
- Support GxP-relevant systems and IT infrastructure, understanding the documentation, access controls, change management, and operational requirements associated with a regulated environment
- Manage and support Zoom conference room systems, AV equipment, and other onsite technology
- Collaborate with IT Infrastructure and other technical teams on the deployment, maintenance, upgrades, and troubleshooting of on-premises and cloud-based infrastructure
- Create and maintain Service Desk knowledge bases, SOPs, technical documentation, and procedural materials appropriate for a regulated life sciences environment
- Participate in IT projects involving system upgrades, migrations, deployments, and organizational growth
- Manage hardware and software inventory, asset tracking, and lifecycle activities
- Support onboarding and offboarding, including hardware provisioning, account creation, access management, software deployment, and deprovisioning
- Partner with cross-functional business teams and external vendors to resolve issues and ensure technology supports business and operational requirements
- Provide technical guidance and training to junior IT Support Analysts as needed
- Bachelor's degree in Computer Science, Information Technology, or related field with 4 years of hands-on IT support experience, including experience within a biotech, pharmaceutical, medical device, or other regulated life sciences organization
- Prior experience supporting IT within a GxP-regulated environment is strongly preferred
- Demonstrated experience supporting users, systems, and infrastructure in a lean biopharma IT organization
- Strong knowledge of IT Service Management principles and Service Desk tools
- Hands-on experience administering Microsoft Entra , Okta, Microsoft 365/O365, Active Directory, Box, and related cloud-based systems
- Experience supporting and troubleshooting Windows, macOS, iOS, mobile devices, peripherals, printers, networking, and enterprise applications
- Understanding of the IT requirements associated with GxP, GMP, SOX, validation, access controls, documentation, and audit readiness
- Strong executive and end-user…
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