Contract IT Support Technician

Job Summary

The IT Support Technician provides Level 1 and Level 2 help desk support for Keros employees across corporate and scientific functions. The role serves as a primary point of contact for common technology issues, resolves routine and moderately complex requests using established procedures, and escalates advanced issues to senior IT staff. This position requires responsive customer service, reliable follow-through, and accurate documentation.

Primary Responsibilities

• Receive and respond to help desk requests by phone, chat, email, walk-up, and the ticketing system.
• Provide Level 1 support and routine Level 2 troubleshooting for laptops, desktops, mobile devices, Microsoft 365, printers, peripherals, conferencing tools, and connectivity issues.
• Resolve common hardware, software, password, access, and collaboration issues using documented procedures and available knowledge articles.
• Escalate complex infrastructure, cybersecurity, application, or vendor issues with complete troubleshooting notes and relevant details.
• Manage assigned tickets through resolution, including prioritization, user updates, documentation, and closure confirmation.
• Configure and deploy endpoints, approved software, accessories, and mobile devices according to IT and security standards.
• Complete assigned technology and access tasks for employee onboarding, role changes, and offboarding.
• Provide meeting room and audiovisual support, including assistance with hybrid meetings.
• Maintain accurate asset, inventory, and equipment assignment records.
• Recognize and promptly escalate suspicious activity, security concerns, and policy exceptions.
• Create or update basic knowledge articles, procedures, and user guidance.
• Provide professional support while protecting confidential, proprietary, and regulated information.
• Participate in scheduled coverage, deployments, site activities, and limited after-hours support as needed.

Core Competencies (Required Skills)

• Working knowledge of Windows, Microsoft 365, mobile devices, peripherals, conferencing technology, and basic network connectivity.
• Ability to resolve routine issues independently and follow established procedures for more complex problems.
• Ability to gather relevant information, document troubleshooting, and escalate issues appropriately.
• Familiarity with ticket, request, asset, and knowledge management practices.
• Strong customer service, communication, organization, and follow-through.
• Sound judgment and discretion when handling user access and confidential information.
• Ability to follow security, privacy, access-control, and acceptable-use requirements.
• Ability to work in a collaborative biotech environment and safely handle typical end-user equipment, with reasonable accommodation where applicable.

Preferred Skills

• Experience in biotechnology, pharmaceuticals, life sciences, healthcare, laboratories, or another regulated environment.
• Experience with Microsoft Intune, Entra ID, Active Directory, Windows Autopilot, remote support, endpoint security, or IT service management tools.
• Familiarity with iOS, audiovisual systems, and hybrid meetings.
• Relevant certifications such as CompTIA A+, Microsoft 365, ITIL Foundation, or comparable credentials.

Education Requirements

• Associate degree or technical qualification in information technology or a related field preferred; equivalent training, certification, and experience will be considered.
• 1 to 3 years of related help desk, desktop support, or end-user computing experience.