The Role:

We are seeking a motivated IT Support Engineer to provide hands-on end user and platform support in a highly adaptive, rapidly evolving environment at Generate Biomedicines. As an integral member of the Enterprise IT team, you will play a key role in providing end user technical support, performing scheduled and on-demand maintenance, end point and platform configuration management, and associated monitoring. The successful candidate will collaborate closely with and support both technical and business stakeholders across organizational lines. This role is primarily based in our Somerville, MA with rotational visits to our Andover, MA location.

Here's how you will contribute:

• Be a point of contact to staff and provide end user support
• Respond to and triage IT events and requests within the end user and lab environments within structured workflows
• Properly troubleshoot and escalate tickets while collaborating towards resolution both within and beyond the Enterprise IT team
• Critically intake, analyze, and process information provided, and problem solve root causes of tactical support issues
• Recognize and suggest potential forward looking solutions for increased workflow efficiency and automation
• Participate in and add to recurring sprint meetings with lab staff and the Enterprise IT team
• Provide asset management and inventory support
• Image, configure, and deploy, and maintain hardware and lab instruments within prescribed frameworks as part of onboarding, continual support, and offboarding
• Write, searching, and follow technical process documentation

The Ideal Candidate will have:

• 4 years of collective IT experience, with 2 years of direct support experience in Tier 1/Tier 2 roles
• Confident ability delivering timely break/fix on a variety of devices, platforms, and SaaS components at both the end user and infrastructure levels
• Well-developed scripting knowledge and experience
• ITSM ticketing service and structured change control experience
• Ability to navigate and understand intricacies and interdependencies surrounding directory management and access provisioning at the local and platform levels
• Solid understanding of basic network connectivity and protocols
• Strong communication skills to help bridge the gap between scientists, IT, and administration
• Troubleshooting acumen within Windows and Mac operating systems, Entra & Active Directory environments, associated log analysis, and associated security protocols
• Demonstrated comfort leveraging and supporting LLMs and agentic tools / processes.

Preferred Qualifications:

• Degree(s) in associated technology and / or information security disciplines
• Relevant certifications such as Microsoft 365, CompTIA A+:, CompTIA Security+,Cisco Certified Support Technician (CCST), Apple Certified Support Professional (ACSP), ITIL Foundation, or similar
• Previous working experience supporting a lab/scientific research environment
• Previous working experience supporting a highly regulated technical environment

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Compensation: The base salary range provided reflects our current estimate of what we anticipate paying for this position. Your actual base salary will be based on several factors, including job-related skills, experience, internal equity, relevant education or training, and market dynamics. In addition, you will be eligible for an annual bonus, equity compensation, and a competitive benefits package.

Per Year Salary Range

$71,000-$92,000 USD