IT Operations & Systems Specialist

Marlborough, MA

Position Summary

The IT Systems Specialist plays a key role in keeping Meadowhawk's IT environment secure, reliable, and running smoothly across our Marlborough, MA and Hayward, CA locations. This position works closely with the VP of Operations & IT and our Managed Service Provider (MSP) to deliver responsive end-user support, administer user accounts and systems, monitor and respond to security alerts, and help build the documentation that supports Meadowhawk's compliance and audit readiness.

This is a majority on-site role based at our Marlborough, MA location. This position is ideal for someone who enjoys a mix of hands-on technical support and higher-level systems and security work in a fast-paced, growing life sciences environment.

Key Responsibilities

• Serve as an internal point of contact for employee IT support requests; triage, resolve, document, or escalate tickets in coordination with our MSP.
• Troubleshoot hardware, software, and connectivity issues for laptops, desktops, and peripherals.
• Support onboarding and offboarding processes, including account provisioning, deprovisioning, and device setup and deployment.
• Administer user accounts and access within Microsoft 365, Entra ID, and other business applications.
• Partner with our Managed Service Provider (MSP) to support planning, testing, implementation, and documentation of enhancements to Meadowhawk's hybrid Microsoft 365 / Active Directory environment.
• Monitor and review alerts and logs generated by our SIEM (security information and event management), EDR (endpoint detection and response), ITDR (identity threat detection and response), and other security monitoring tools; assist with investigating potential security incidents and take approved initial response actions.
• Support the VP of Operations & IT in building and maintaining IT compliance documentation, including backup validation, incident response, access control, and change management records.
• Maintain and update IT knowledge base articles, runbooks, and standard operating procedures.
• Serve as a day-to-day liaison with our MSP for ticket escalation, scheduled maintenance, and infrastructure changes.
• Provide first-line support for laboratory and scientific computing systems.
• Provide remote technical support to employees at our Hayward, CA site and to remote staff.
• Perform other related duties as assigned.

Qualifications

Required

• Working knowledge of Microsoft 365 and Active Directory (Entra ID) administration in a hybrid environment, Windows endpoint support, and basic networking concepts.
• Ability to troubleshoot and resolve common technical issues across hardware, operating systems, applications, and connectivity.
• Familiarity with endpoint management and security monitoring tools (e.g., SIEM, EDR, ITDR) and the ability to interpret alerts and logs to identify potential security incidents.Strong customer-service orientation with a commitment to responsive, professional support of employees at all levels.
• Strong written and verbal communication skills, including the ability to document work clearly.
• Demonstrated ability to take ownership of a project or process area and drive it to completion with minimal oversight.
• Ability to work independently while collaborating effectively across teams and with an outsourced MSP.

Preferred

• Experience with Microsoft 365 administration, Entra ID, Intune, or other endpoint management tools.
• Experience with ticketing systems and IT asset/inventory tracking.
• Experience supporting backup validation, incident response, or other IT compliance documentation.
• Certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, or Microsoft endpoint administration credentials.
• Prior experience at a Managed Service Provider (MSP) supporting multiple client environments.
• Experience in a pharmaceutical, biotechnology, CRO, or other regulated laboratory environment.

Education and Experience

Equivalent combinations of education and experience will be considered.
• High School Diploma/Associate Degree with 5+ years of relevant experience
• Bachelor's Degree with 4+ years of relevant experience
• Master's Degree with 2+ years of relevant experience
• Ph.D. with 1+ years of relevant experience

Compensation:

The target base salary for this position is between $95,750 - $126,000 per year. The specific rate for this position may vary and will be based upon factors including, but not limited to, the individual's experience, education, and skills. In addition to wages, Meadowhawk Biolabs provides a full benefits package upon hire date.