IT Support Specialist/Senior IT Support Specialist

Summary

Join Caribou Biosciences as an IT/Senior IT Support Specialist and be the first point of contact for employee IT issues. You will triage, document, and resolve incidents and requests, providing support for hardware, software, and AV technology. This role requires 3+ years of experience in an enterprise helpdesk environment and expertise in troubleshooting various systems. You will also participate in on-call rotation and contribute to process improvements. The position offers a competitive salary, benefits, and opportunities for growth within a dynamic startup environment. The successful candidate will be a strong team player with excellent communication and problem-solving skills.

Requirements

• Bachelor’s Degree in IT/IS, Computer Science, or related field or equivalent experience and certification
• 3+ years of experience in an enterprise helpdesk environment supporting both onsite and remote staff
• 3+ years of experience supporting employee workstations on Windows 10, Windows 11, MacOS and mobile operating systems
• Ability to troubleshoot issues with hardware and software including but not limited to MacOS, Windows OS, Microsoft Office, Printers, WIFI, VOIP, and MFA
• Understanding of the entire IT Asset Lifecycle and proven experience deploying workstations, repairing workstations, submitting warranty claims, and upgrading workstations
• 3+ years of experience supporting conferencing platforms such as Zoom, Teams and A/V conference rooms
• Understanding of TCP/IP concepts
• Professional, courteous and committed to providing amazing customer support
• Excellent follow-up and organizational skills
• Exceptional customer service, teamwork and communication skills
• Excellent time management skills
• Strong critical / analytical thinking, problem-solving and time management skills
• High energy level, adaptive and a strong team player with a good work ethic
• Ability to write clear, concise and user-friendly documentation
• Ability when given tasks and projects to see it through to completion
• Experience with ITIL, ITSM platforms
• Ability to lift 50+ lbs

Responsibilities

• Be the first-person employees interact with about their IT issues and requests
• Effectively triage, document, communicate, and escalate any IT incidents and requests leveraging our IT Service Management (ITSM) solution
• Follow up with other IT staff as needed to ensure incidents are resolved, requests are fulfilled, and the customer communication process is complete
• Provide support across the company. Analyze, diagnose, troubleshoot and resolve IT issues including but not limited to hardware repairs or replacement parts, debugging, software updates, and etc
• Fulfill the IT onboarding and offboarding processes, including provisioning new employee laptops, account creation, IT orientation, coordination with HR, and other related duties
• Create a positive customer support experience and build strong relationships by communicating progress on user support issues, resolving or escalating issues in a timely manner and handling customers in a consummately professional manner
• Participate in on-call rotation, monitoring for email-based alerts, urgent requests, and other potential issues on weeknights and weekends
• Support onsite and remote AV technology including but not limited to Zoom, Zoom Rooms, AirPlay, and iPads. Coordinate service calls with AV vendor as needed for escalations
• Seek opportunities to improve IT processes, including but not limited to finding workflows that can be automated, documentation gaps, proficient follow-ups, time management and process inefficiencies
• Engage in special projects and other tasks as assigned by IT Leadership

Preferred Qualifications

• Experience with Zendesk is a plus
• Experience with Okta is a plus
• Experience with Intune/Entra/Active Directory is a plus
• Microsoft and or Apple Certifications

Benefits

• Comprehensive compensation package, which includes competitive salary, bonus, and equity for all employees
• Salary Range: $110,000 to $125,000 - This represents the present low and high end of the Company’s pay range for this position. Actual pay will vary based on various factors, including but not limited to location, skill, experience, and performance
• Generous paid vacation time, in addition to company-observed holidays and floating holidays
• Excellent medical, dental, and vision insurance
• 401(k) retirement savings plan, which includes matching employer contributions
• Employee stock purchase plan (ESPP)
• Tuition reimbursement program