The TeamTRI's Information Technology team enables a world-class research organization to move fast without friction. We support 300+ researchers and engineers across multiple locations, managing everything from endpoint deployments and identity systems to collaboration platforms and conference room AV, all in service of keeping scientists and engineers focused on their work, not their tools.
The OpportunityWe are looking for an IT Systems Specialist to provide hands-on technical support at our Cambridge, MA location. This is a frontline role: you will be the face of IT for researchers, engineers, and staff, resolving issues, deploying hardware, managing user lifecycles, and ensuring our Cambridge office runs smoothly. You'll support a highly technical workforce that relies on specialized hardware (GPU workstations, multi-monitor setups) and a modern SaaS stack.
The ideal candidate thrives in a fast-paced environment, communicates clearly with both technical and non-technical users, and takes ownership of problems through resolution. You balance reactive support with proactive improvements: maintaining documentation, streamlining processes, and identifying recurring issues before they become patterns.
Responsibilities- Provide frontline IT support to researchers and engineers across Cambridge, HQ, and remote locations via in-person, video call, chat, and email, delivering timely resolutions that meet service level agreements.
- Manage the full user lifecycle: onboarding, account provisioning, access management, hardware deployment, and offboarding across identity and collaboration platforms.
- Deploy, configure, and maintain endpoints across macOS, Windows, and Linux, including specialized research workstations with GPU and high-performance components.
- Administer and troubleshoot identity and access management systems, endpoint management platforms, and collaboration tools.
- Maintain conference room AV systems and provide event support utilizing video conferencing and presentation hardware.
- Manage IT asset inventory including procurement, deployment tracking, RMA processing, and lifecycle retirement.
- Support networking needs including basic troubleshooting of connectivity, VLANs, wireless, and VPN issues, escalating complex issues appropriately.
- Work within the ticketing system to document resolutions, provide meaningful status updates, and ensure proper escalation when needed.
- Maintain and restock IT supply cabinets, prepare workstations for new hires, and manage hardware logistics.
- Document processes, create knowledge base articles, and cross-train team members on procedures and workflows.
- Coordinate with external vendors for hardware procurement, warranty service, and facility-related IT needs.
- Balance daily support tickets with project work, managing priorities in a dynamic environment.
Qualifications- 3+ years of experience in an IT support or systems administration role, preferably in a technology or research environment.
- Bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered.
- Strong hands-on experience with endpoint management platforms, identity and access management solutions, and enterprise collaboration suites.
- Proficiency deploying and troubleshooting macOS, Windows, and Linux systems, including hardware components (GPUs, SSDs, memory modules, NICs).
- Working knowledge of networking fundamentals: IP addressing, subnets, VLANs, DNS, DHCP, and wireless networking.
- Experience with user lifecycle management across SSO, directory services, and SaaS application provisioning.
- Familiarity with remote access technologies including VPN, RDP, and SSH.
- Excellent communication skills with the ability to translate technical concepts for non-technical users.
- Demonstrated ability to work independently, prioritize competing requests, and manage time effectively in a fast-paced environment.
- Ability to lift up to 50 pounds of computer equipment.
Bonus Qualifications- Audio/visual systems experience including conference room setup, troubleshooting, and event support for platforms such as Google Meet, Zoom, and Microsoft Teams.
- Experience with Google Workspace administration and Cisco Meraki networking.
- Familiarity with Jamf, Okta, or Active Directory/Entra ID.
- Experience managing software licensing and SaaS subscriptions.
- Exposure to cloud platforms (AWS), version control systems (GitHub), or virtual machine environments.
- Experience supporting researchers or engineers working with specialized compute hardware.
The pay range for this position at commencement of employment is expected to be between $90,000 and $136,400/year for Massachusetts-based roles. Base pay offered will depend on multiple individualized factors, including, but not limited to, a candidate's experience, skills, job-related knowledge, and market location. TRI offers a generous benefits package including medical, dental, and vision insurance, 401(k) eligibility, paid time off benefits (including vacation, sick time, and parental leave), and an annual cash bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer of employment.
