Associate/Senior Associate, Information Technology

• Serve as the primary point of contact for end user technical support, addressing day-to-day issues related to hardware, software, and network connectivity.
• Provide in-person support for onsite employees and support for staff working remotely.
• Respond to and resolve helpdesk tickets in a timely manner, escalating complex or critical issues to function head and/or MSP.
• Plan and recommend designs that could improve the existing ecosystem.
• Provide on-call support for critical applications and coordinate response efforts with other team members as needed.
• Manage user accounts using platforms like Addigy, Intune, and Azure Active Directory.
• Execute regular maintenance of endpoint devices, including patch management, virus scanning, and hardware upgrades.
• Ensure optimal network and server performance.
• Work closely with lab personnel to troubleshoot issues impacting scientific workflows and ensure IT solutions meet compliance and validation requirements. Participate in data engineering pipelines.
• Contribute to IT initiatives, including the rollout of new technologies, system migrations, and infrastructure upgrades.
• Partner with external vendors and contractors for project-related work, hardware repairs, software licensing, and IT service agreements.
• Develop and maintain thorough documentation for troubleshooting, common issues, and resolutions.
• Support compliance and security initiatives, including multi-factor authentication (MFA) implementation and phishing awareness campaigns.
• Work collaboratively with Operations and Facilities to support and improve office infrastructure and enable uninterrupted, facile research as our organization grows. Set up and improve building network operations in collaboration with vendors/external partners.
• Participate in projects to enhance the overall process and toolset used by IT to serve the needs of Tenvie including but not limited to: virtualization, centralized user and IT asset management and support, videoconferencing, software license management, monitoring and alerting, identity and user management, cybersecurity, data loss prevention, lab informatics and cloud computing, network and compute platform improvement.

Qualifications

• Degree in Computer Science, Information Technology, other technical field or equivalent work experience and applicable certifications.
• 2-6 years desktop technology and user support experience in a technical enterprise environment, preferably in a biotech, pharma, or healthcare enterprise.

• Experience supporting Microsoft and Apple desktop technology.
• Knowledge of Microsoft 365 suite, Active Directory, and endpoint management tools like Intune.
• Strong competence in basic networking concepts, including DNS, DHCP, and VPN troubleshooting.
• Exceptional trustworthiness and privacy ethics.
• Experience with IT service management (ITSM) platforms.
• A self-starter with exceptional problem-solving and analytical abilities.
• Must be highly organized, meticulous at record-keeping, and detail oriented.
• Collaborative mindset with a focus on delivering excellent customer service.
• Excellent communication and interpersonal skills, with the ability to work effectively with both on-site and remote employees.

• Duties are typically performed in an office setting.
• This position requires the ability to lift, carry, push, pull objects that weigh up to 40 pounds.
• This position may require working outside normal working hours and participation in on-call coverage.

Expected salary range:

• $65,000-95,000 annual base salary

Tenvie is proud to be an Equal Opportunity Employer. Our goal is to have a diverse workforce. We do not discriminate on the basis of race, age, color, religion, national origin, gender, sexual orientation, gender identity or expression, veteran status or disability or any other status protected under federal, state or local law. All employment is decided on the basis of qualifications, merit and business need.