Location: Newton, MA (Occasional travel to New Haven, CT HQ)

This position requires the ability to work full-time onsite in the Newton, MA lab space and the occasional travel to the New Haven, CT Headquarters.

Position Summary:

The IT Lab Technician is a dual-impact role designed for a versatile problem-solver who bridges the gap between traditional corporate IT and specialized scientific operations. Reporting directly to the Head of IT, you will serve as a critical liaison to the Research and Discovery team, ensuring that our technological infrastructure accelerates scientific innovation.

The IT Lab Technician will be responsible for maintaining fast-paced environments in both office and laboratory settings, managing everything from standard workstations to specialized lab instrumentation and regulated systems. This will require a candidate who thrives in ambiguity, possesses creative problem-solving skills, and can translate complex technical issues for scientists and corporate staff.

This is a full-time, onsite position based in Newton, MA, supporting day-to-day operations. This role also requires occasional travel to our headquarters in New Haven, CT to support onsite users, lab environments, and IT initiatives.

Responsibilities:

Helpdesk & Ticket Management

• Serve as the first point of contact for all IT support requests via Freshservice
• Triage, prioritize, and resolve Tier 1 and 2 tickets in a timely manner
• Maintain clear, audit-ready ticket notes and resolution tracking Device & OS Support (Windows + macOS)
• Troubleshoot laptops, desktops, and peripherals (monitors, docking stations, printers)
• Perform device imaging, provisioning, and configuration
• Install, update, and validate approved software
• Support both Windows and macOS environments consistently

Laboratory & Scientific Environment Support

• Provide IT support within laboratory environments, including:
• Lab workstations and shared systems
• Instrument-connected computers (analytical equipment, sequencing systems, etc.)
• Barcode scanners, label printers, and specialty peripherals
• Assist with troubleshooting connectivity between lab instruments and systems
• Support systems used in research, clinical, or manufacturing workflows
• Operate with awareness of lab uptime sensitivity and environmental constraints

Regulated Systems & Compliance Awareness

• Operate within a GxP/regulated environment (as applicable)
• Follow procedures for systems that may impact validated environments
• Maintain awareness of data integrity requirements , access controls and audit expectations, and change management processes
• Escalate appropriately when systems fall under compliance scope

Identity & Access Management (Azure AD / M365)

• Reset passwords and unlock accounts
• Assist with MFA / SSO issues
• Manage group access and permissions (as directed)
• Assign/remove Microsoft 365 licenses

Device Management

• Use Intune for Windows device enrollment and compliance checks
• Use JAMF for macOS enrollment and troubleshooting
• Ensure devices meet security and compliance standards

Onboarding & Offboarding

• Set up new hire accounts, devices, and access
• Prepare and deploy workstations and peripherals
• Deliver IT onboarding for new employees
• Decommission and securely wipe departing user devices

Application & Software Support

• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Assist with business and lab-related applications
• Troubleshoot VPN, browser, and connectivity issues

Workstation & Meeting Room Support

• Configure workstations and docking setups
• Troubleshoot conference room systems (Zoom/Teams Rooms)
• Ensure shared spaces and collaboration tools function properly

VIP / Executive Support

• Deliver white-glove support to executives and leadership
• Prioritize VIP issues with urgency and professionalism
• Maintain strict confidentiality

General IT Operations

• Maintain inventory of devices, peripherals, and lab-related equipment
• Assist with hardware lifecycle management
• Follow IT security policies and best practices
• Windows 11 & macOS support
• Microsoft 365 ecosystem (Outlook, Teams, OneDrive, SharePoint)
• Azure Active Directory / Entra ID (basic administration)
• Intune & JAMF (basic device management)
• Freshservice or similar ticketing system
• Basic networking (Wi-Fi, DNS, connectivity troubleshooting)
• Hardware troubleshooting (end-user and lab-connected systems)
• Conference room A/V support
• Strong customer service mindset (white-glove mentality)
• Excellent communication skills (verbal & written)
• Ability to support both technical and non-technical users
• Comfortable working in both corporate and lab environments
• Detail-oriented with strong documentation habits
• Reliable, accountable, and team-oriented

Requirements:

• Bachelor's degree in a related field
• 3+ years of IT helpdesk, desktop support, or equivalent experience
• 3+ years of experience in pharmaceutical, biotech, or lab environments
• 3+ years of experience supporting lab instruments or scientific equipment systems
• Experience supporting Windows and/or macOS environments
• Familiarity with Microsoft 365 applications
• Ability to troubleshoot common technical issues independently
• Ability to work full-time onsite in Newton, MA
• Willingness to travel occasionally to New Haven, CT headquarters
• Previous wet lab experience (academic or biotech)
• Life Science background preferred
• Previous experience working with lab automation workflows
• Familiarity with full-stack engineering
• Exposure to GxP, regulated systems, or validated environments
• Experience with Intune, JAMF, or Azure AD preferred
• Experience with conference room technology (Zoom/Teams)
• CompTIA A+, Network+, or similar certification

Pay Range

$80,000 - $106,000

The pay range represents the expected full-time base salary for this role at the time of posting. Actual base pay will be determined based on a variety of factors, including relevant experience, skills, and education. In addition to base pay, this role is eligible for both an annual short-term incentive (e.g., bonus or sales incentive) and an annual long-term incentive (e.g., equity), reflecting our commitment to rewarding strong performance and long-term impact. Learn more about our total rewards by visiting https://www.invivyd.com/careers/.