IT Service Desk Specialist

RA Capital Management; Boston (MA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Paid time off

Hybrid work arrangement

Job summary

RA Capital Management in Boston seeks an IT Service Desk Specialist to provide frontline technical support across the organization. You will bring curiosity, a passion for technology, and a strong customer-service mindset to a fast-paced, collaborative IT Operations team.

The ideal candidate communicates effectively, resolves issues, and continues learning new technologies. The role offers a hybrid schedule with on-site presence in the Boston office and opportunities to work with tools like

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent practical experience.
• Strong customer service skills, preferably gained in a professional work environment.
• Excellent written and verbal communication skills.
• Ability to prioritize tasks effectively and manage time in a dynamic environment.
• Professional demeanor with strong interpersonal and teamwork skills.
• Working knowledge of Windows and macOS operating systems, as well as mobile platforms (iOS and Android).
• Experience with Google Workspace preferred.
• Prior troubleshooting experience is a plus but not required.

Responsibilities

• Provide technical support by troubleshooting and resolving issues submitted through the IT ticketing system.
• Manage and resolve service desk tickets in a timely manner, coordinating with employees to identify root causes and solutions.
• Collaborate with other members of the IT team to diagnose and resolve more complex technical issues.
• Escalate issues as needed while maintaining clear communication and ownership.

Skills

Customer service

Communication

Prioritization

Teamwork

Professionalism

Windows/macOS

Google Workspace

JAMF

Intune

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Google Workspace

Microsoft 365

Okta

Netskope

Cisco Meraki

KnowBe4

JAMF

Intune

Job description

Imagine if you had the skills, knowledge, and teammates to both understand the root of the world’s most pressing problems and build the technologies and companies best positioned to solve them. RA Capital has done exactly that for more than two decades, backing bold ideas in medicines to further human health and now expanding into Planetary Health to improve how efficiently we utilize the world’s precious resources.

RA Capital is among the leading providers of capital and services to the most promising innovators in the world. We invest flexibly—seed to IPO and beyond, anywhere in the world—with $10 B+ under management and a culture that prizes curiosity, rigor, and collaborative debate. We are investors who not only fund companies but get elbow deep in building them. From helping them recruit talent to helping them recruit patients for their studies to helping match them to strategic partners and even going to Washington to win reforms, RA Capital’s large team has people with nearly every relevant expertise one might need to turn an idea into a cure that actually helps people.

If you live for first-principles problem-solving with great colleagues, thrive on complexity, and want to do meaningful work that ripples across industries and ecosystems, you’ll feel at home at RA Capital. Here, questions are welcomed, ideas are tested, and victories are shared. Even our lawyers are creative and engaging. And don’t get us started on our compliance team’s wicked sense of humor; nothing about what we do is boring.

Are you ready to bring your creativity, discipline and collaborative spirit to help us invent the future? Join us and you’ll collaborate daily with investors, founders, physicians, biologists, engineers, economists, and reform advocates who think in systems and act with urgency.

Join us to invent a happier, healthier, more productive future - and have fun doing it.

IT Service Desk Specialist

As an IT Service Desk Specialist, you will be a key member of the IT Operations team, providing frontline technical support to employees across the organization. You will bring curiosity, a passion for technology, and a strong customer-service mindset to a fast-paced, collaborative environment. The ideal candidate is an effective communicator who enjoys solving problems and continuously learning new technologies.

Essential Job Functions

• Provide technical support by troubleshooting and resolving issues submitted through the IT ticketing system
• Manage and resolve service desk tickets in a timely manner, coordinating with employees to identify root causes and solutions
• Collaborate with other members of the IT team to diagnose and resolve more complex technical issues
• Escalate issues as needed while maintaining clear communication and ownership

Required Knowledge, Skills, And Abilities

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent practical experience
• Strong customer service skills, preferably gained in a professional work environment
• Excellent written and verbal communication skills
• Ability to prioritize tasks effectively and manage time in a dynamic environment
• Professional demeanor with strong interpersonal and teamwork skills
• Working knowledge of Windows and macOS operating systems, as well as mobile platforms (iOS and Android)
• Experience with Google Workspace preferred
• Prior troubleshooting experience is a plus but not required

What You Will Get to Do

• Gain hands‑on experience solving real‑world technical challenges in a dynamic IT environment
• Work with and support technologies including Okta, Google Workspace, Microsoft 365, Netskope, Cisco Meraki, KnowBe4, JAMF, and Intune
• Receive mentorship from experienced IT professionals to support your technical and professional development
• Develop insight into how IT Operations supports and enables the broader business

Working Hours

• Hybrid schedule with on‑site presence in our Boston office
• Occasional early or late hours may be required to support team coverage

Working Environment

• Professional office environment
• Primarily indoor work involving sitting and standing
• Assigned workstation provided

Compensation

RA Capital Management is committed to fair and equitable compensation practices. Pay for this position will be based on experience, skills, qualifications, and current market conditions.

In addition to base salary (listed below), employees may be eligible for performance‑based bonuses and a comprehensive benefits package that includes health insurance, retirement contributions, and paid time off.

Total Rewards

Benefits

We take pride in offering a comprehensive employee benefits program as a key part of overall compensation. Our Total Rewards include:

• Employer‑paid monthly premiums for health, dental, and vision coverage
• Wellness benefits and programs to support physical and mental well‑being
• Resources and perks that enhance work‑life balance and financial security

Massachusetts base pay range

$70,000 - $90,000 USD

RA Capital is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require an accommodation during the interview process, please reach out to [e-mail] for assistance.