Job Description
Job Description
Location: Boulder, CO — 4949 Pearl East Circle, Suite 100
Schedule: Monday–Friday, 9:00 AM–5:00 PM
Work Arrangement: 100% onsite, 5 days/week
Position Overview
We are seeking an Help Desk/ IT Support Analyst to provide hands-on IT and end-user support in a biopharmaceutical environment. This role will primarily focus on desktop, application, Microsoft 365, and mobile device support, with some exposure to laboratory and IT infrastructure systems.
Key Responsibilities
- Provide desk-side and end-user support for hardware, software, network, VoIP, and mobile devices.
- Troubleshoot and support Microsoft 365, Exchange Online, Active Directory, Azure, and Windows environments.
- Configure and troubleshoot company-owned iOS/mobile devices and enterprise applications.
- Manage incidents and service requests through an ITSM/ticketing system, meeting SLAs.
- Support conference room AV equipment, printers, desktop imaging, application deployment, and hardware installations.
- Assist with IT projects, application implementations, equipment decommissioning, and process improvements.
- Create and maintain IT documentation and knowledge-base materials.
- Work with internal IT teams and external vendors to resolve issues and implement solutions.
- Provide training and mentoring to end users and new helpdesk technicians.
- Participate in an occasional weekend on-call rotation.
Required Qualifications
- 3+ years of relevant IT/application support experience.
- Strong PC/desktop and mobile device support experience.
- Strong Microsoft 365 support and troubleshooting skills.
- Experience with Active Directory, Azure, Exchange Online, and Windows.
- Experience working in a pharmaceutical, biotechnology, healthcare, or other regulated environment strongly preferred.
- Excellent troubleshooting, communication, customer service, and problem-solving skills.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Associate's or Bachelor's degree in Computer Science, IT, or equivalent experience.
Preferred: Experience with MDM, Automox, SmartDeploy, FreshService, Trellix, software deployment tools, and basic TCP/IP, DNS, DHCP, VPN, and networking