DEPARTMENT: Information Technology

LOCATION: Durham, NC, Onsite/Not Remote

JOB SUMMARY:

Humacyte is seeking a Senior IT Support Specialist to serve as the most senior member of our internal end-user support team. This is a customer-facing role: you are the person employees across the organization rely on when they need something resolved quickly and well, and the escalation point when frontline help desk staff need help. Success in this role is measured as much by the quality of the experience you deliver - responsiveness, clear communication, and follow-through - as by technical resolution. The ideal candidate pairs broad, hands-on technical troubleshooting skills with genuine customer-service instincts and the patience to support users of all technical levels, including executives and VIPs, in a fast-paced life sciences environment.

ESSENTIAL FUNCTIONS:

End-User Support & Customer Experience

• Act as the senior point of contact for internal employees, delivering prompt, courteous, white-glove support in person, by phone, chat, and ticket.
• Own tickets end to end - diagnose, resolve, communicate status, and follow up to confirm the user is satisfied.
• Provide high-touch support for executives, VIPs, and time-sensitive requests.
• Translate technical issues into plain language and set clear expectations on timing and next steps.

Escalation & Team Leadership

• Serve as the escalation point for frontline / junior help desk staff on complex or high-priority issues.
• Mentor and coach junior technicians and help raise the overall quality of support delivery.
• Identify recurring issues and drive fixes, documentation, and self-service resources to reduce repeat tickets.
• Contribute to and maintain the knowledge base, SOPs, and support documentation.

Technical Troubleshooting

• Troubleshoot and support Microsoft 365 for end users, including Exchange Online, SharePoint, Teams, and Outlook.
• Manage endpoints and mobile devices through Microsoft Intune - enrollment, configuration, compliance, and application/OS deployment.
• Manage OS and third-party patching across the endpoint and server fleet using patch management tooling (Azure Update Manager and/or ManageEngine preferred), ensuring systems stay current and compliant.
• Diagnose connectivity and basic networking issues (Wi-Fi, VPN, VLAN-related access) and escalate to network engineering when needed.
• Lead and own the IT onboarding and offboarding process - account provisioning, access and MFA setup, device preparation, and timely deprovisioning - ensuring a smooth day-one experience and secure, complete offboarding.
• Set up, image, and deploy laptops, peripherals, and conference-room / AV technology.

EXPERIENCE & QUALIFICATIONS:

REQUIRED:

• 5-8years of hands-on IT support / help desk experience, including time at a senior or escalation level.
• Excellent customer-service, communication, and interpersonal skills - this is a people-facing role first.
• Experience owning or leading employee IT onboarding and offboarding.
• Strong hands-on troubleshooting of Microsoft 365 (Exchange Online, SharePoint, Teams, Outlook) for end users.
• Experience managing devices with Microsoft Intune.
• Hands-on patch management experience (Azure Update Manager and/or ManageEngine preferred).
• Experience supporting a Microsoft/Azure-based environment (Azure prioritized over other cloud platforms).
• Working knowledge of core networking concepts (Wi-Fi, VPN, VLANs) sufficient to triage and escalate.
• Proven ability to stay calm, organized, and responsive while juggling competing priorities.
• Willingness and availability to participate in a required on-call rotation for after-hours support (compensated).
• Bachelor's degree in a related field - or commensurate experience.

PREFERRED:

• ITIL certification or demonstrated experience working within an ITIL-based service management framework (highly preferred).
• Experience supporting executives / VIP users.
• Familiarity working in a regulated life sciences / biotech environment (e.g., GxP, validated/computerized systems, or SOX-relevant IT controls).
• Relevant certifications such as Microsoft 365, Azure, CompTIA A+, or networking (e.g., CCNA) - valued, but demonstrated hands-on experience carries more weight than certifications.
• Exposure to AWS is a minor plus; this is primarily a Microsoft/Azure environment.

COMPENSATION & BENEFITS HIGHLIGHTS:

• Stock Options
• 401k Plan with 4% Match and no Vesting Schedule
• Medical, Vision and Dental Plans
• Company Paid Long Term/Short Term Disability
• Company Paid Life Insurance
• 23 Days Paid Time Off (PTO)
• 10 Company Designated Holidays + 2 Floating Holidays
• Paid Parental Leave Policies

** Please note, Humacyte does not provide U.S. employment sponsorship and does not accept unsolicited resumes from 3rd party firms and/or agency recruiters. **

The statements in this position profile are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. The manager may assign additional responsibilities and assignments from time to time.