The OpportunityAmylyx is seeking an experienced IT professional to support our growing organization. This role requires strong technical expertise, a customer-focused mindset, and the ability to serve as the primary point of contact for IT escalations and resolutions. As a key representative of the IT team, this individual will provide responsive, high-quality support to employees across the organization.
Responsibilities- Provide responsive IT support to all users and resolve escalated issues.
- Deliver first- and second-level support through in-person, phone, and remote channels; document issues, resolutions, and service requests in the Service Management system.
- Serve as the escalation point for external support partners on technical issues.
- Coordinate scheduled and ad hoc software, system, and infrastructure deployments during business and non-standard hours.
- Manage and optimize core ITIL service operations, including incident, event, request, problem, and access management.
- Partner with Amylyx departments to deliver a consistent, high-quality user experience.
- Support desktop imaging, applications, system administration, configuration, and supplier management, including hosted solutions.
- Train employees and contractors on IT policies, procedures, and support practices.
- Develop and maintain clear documentation for IT operational processes.
- Configure, validate, and implement IT systems and services.
- Administer SharePoint Online sites, permissions, libraries, governance standards, and user support to enable secure and effective collaboration.
- Serve as the primary onsite, in-office IT support resource for local technology needs, including conference room systems and equipment.
Required Qualifications- Bachelor's degree with 5+ years of experience, or 8+ years of experience in customer-facing technical support or a similar role.
- 3+ years of experience in a pharmaceutical, biotech, or clinical research environment supporting clinical trials.
- Demonstrated knowledge of Azure/Entra ID and Office 365.
- Experience managing cloud infrastructure for a distributed workforce.
- Knowledge of office and laboratory applications, hardware, and equipment.
- Strong technical background supporting Windows, macOS, iOS, iPadOS, and cloud applications.
- Experience supporting telephony and mobile technologies, including Android and iOS.
- Exceptional organizational skills with the ability to manage multiple priorities and maintain strong attention to detail.
- Collaborative team player with strong communication and problem-solving skills.
- Highly motivated and adaptable, with strong interpersonal and leadership skills.
- Willing and able to provide global on-call support for employees.
- Ability to work onsite in Cambridge, MA
Work Location and Conditions- You will be expected to be onsite at our corporate location in Cambridge, MA three times per week.
- When working remote, you must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.).
CompensationThe pay range posted below represents our good faith estimate of compensation for this role, based on market data and internal benchmarks. The final offer may vary depending on a candidate's experience, skills, and qualifications, as well as considerations of internal equity.
Estimated Pay Range
$129,000-$145,000 USD
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