IT Support Analyst

WhiteCap Search; Waltham (MA); On-site; USD 70,000 - 100,000; Full time

Job summary

WhiteCap Search seeks an IT Support Analyst to join its regulated biopharmaceutical IT Service Desk in Waltham. You will support a GxP environment across endpoints, cloud apps, authentication, and infrastructure.

The role blends day-to-day service desk duties with broader IT initiatives in a lean team, emphasizing audit readiness and documentation.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field with 4 years of hands-on IT support experience, including experience within biotech or regulated life sciences.
• Experience in a GxP-regulated environment is strongly preferred.
• Experience supporting users, systems, and infrastructure in a lean biopharma IT organization.
• Strong knowledge of IT Service Management principles and Service Desk tools.
• Hands-on experience administering cloud-based systems such as Entra ID, Okta, Microsoft 365/O365, Active Directory, Box.
• Experience supporting Windows, macOS, iOS, mobile devices, peripherals, printers, networking, and enterprise applications.
• Understanding of GxP, GMP, SOX, validation, access controls, documentation, and audit readiness.
• Certifications such as MCSE, MCSA, CCNA, Network+, A+, or equivalent are preferred.

Responsibilities

• Provide advanced technical support and troubleshooting for desktops, laptops, mobile devices, printers, network connectivity, software applications, and other end-user technologies within a biopharmaceutical environment
• Serve as an escalation point for complex IT issues, taking ownership through resolution and ensuring issues are addressed within established SLAs
• Provide onsite IT support for the Waltham location and collaborate with IT teams supporting other company sites
• Administer and support cloud-based and enterprise systems, including Microsoft Entra ID, Okta, Microsoft 365/O365, Box, Zoom, Active Directory, and other collaboration platforms
• Support GxP-relevant systems and IT infrastructure, understanding the documentation, access controls, change management, and operational requirements associated with a regulated environment
• Manage and support Zoom conference room systems, AV equipment, and other onsite technology
• Collaborate with IT Infrastructure and other technical teams on the deployment, maintenance, upgrades, and troubleshooting of on-premises and cloud-based infrastructure
• Create and maintain Service Desk knowledge bases, SOPs, technical documentation, and procedural materials appropriate for a regulated life sciences environment
• Participate in IT projects involving system upgrades, migrations, deployments, and organizational growth
• Manage hardware and software inventory, asset tracking, and lifecycle activities
• Support onboarding and offboarding, including hardware provisioning, account creation, access management, software deployment, and deprovisioning
• Partner with cross-functional business teams and external vendors to resolve issues and ensure technology supports business and operational requirements
• Provide technical guidance and training to junior IT Support Analysts as needed

Skills

Executive support

Customer service

Communication

Lean IT operations

Education

Bachelor's degree in Computer Science/IT

Tools

Microsoft Entra ID

Okta

Microsoft 365/O365

Active Directory

Box

Zoom

Job description

The IT Support Analyst is a critical member of the IT Service Desk team supporting a regulated biopharmaceutical environment. This role requires a strong technical support foundation along with hands-on experience working within biotech or pharmaceutical organizations, where IT systems, user access, documentation, and infrastructure must support GxP-regulated operations.

The ideal candidate will be comfortable operating in a lean IT organization, supporting employees at all levels including executives, and working across both day-to-day service desk needs and broader IT initiatives. This is not a traditional corporate help desk role. The individual will need to understand the unique requirements of supporting technology within a regulated life sciences environment and be able to work independently across multiple systems and locations.

The IT Support Analyst is a critical member of the IT Service Desk team supporting a regulated biopharmaceutical environment. This role requires a strong technical support foundation along with hands-on experience working within biotech or pharmaceutical organizations, where IT systems, user access, documentation, and infrastructure must support GxP-regulated operations.

The ideal candidate will be comfortable operating in a lean IT organization, supporting employees at all levels including executives, and working across both day-to-day service desk needs and broader IT initiatives. This is not a traditional corporate help desk role. The individual will need to understand the unique requirements of supporting technology within a regulated life sciences environment and be able to work independently across multiple systems and locations.

Responsibilities

• Provide advanced technical support and troubleshooting for desktops, laptops, mobile devices, printers, network connectivity, software applications, and other end-user technologies within a biopharmaceutical environment
• Serve as an escalation point for complex IT issues, taking ownership through resolution and ensuring issues are addressed within established SLAs
• Provide onsite IT support for the Waltham location and collaborate with IT teams supporting other company sites
• Administer and support cloud-based and enterprise systems, including Microsoft Entra ID, Okta, Microsoft 365/O365, Box, Zoom, AirWatch, Active Directory, and other collaboration platforms
• Support GxP-relevant systems and IT infrastructure, understanding the documentation, access controls, change management, and operational requirements associated with a regulated environment
• Manage and support Zoom conference room systems, AV equipment, and other onsite technology
• Collaborate with IT Infrastructure and other technical teams on the deployment, maintenance, upgrades, and troubleshooting of on-premises and cloud-based infrastructure
• Create and maintain Service Desk knowledge bases, SOPs, technical documentation, and procedural materials appropriate for a regulated life sciences environment
• Participate in IT projects involving system upgrades, migrations, deployments, and organizational growth
• Manage hardware and software inventory, asset tracking, and lifecycle activities
• Support onboarding and offboarding, including hardware provisioning, account creation, access management, software deployment, and deprovisioning
• Partner with cross-functional business teams and external vendors to resolve issues and ensure technology supports business and operational requirements
• Provide technical guidance and training to junior IT Support Analysts as needed

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field with 4 years of hands-on IT support experience, including experience within a biotech, pharmaceutical, medical device, or other regulated life sciences organization
• Prior experience supporting IT within a GxP-regulated environment is strongly preferred
• Demonstrated experience supporting users, systems, and infrastructure in a lean biopharma IT organization
• Strong knowledge of IT Service Management principles and Service Desk tools
• Hands-on experience administering Microsoft Entra ID, Okta, Microsoft 365/O365, Active Directory, Box, and related cloud-based systems
• Experience supporting and troubleshooting Windows, macOS, iOS, mobile devices, peripherals, printers, networking, and enterprise applications
• Understanding of the IT requirements associated with GxP, GMP, SOX, validation, access controls, documentation, and audit readiness
• Strong executive and end-user support skills, with the ability to communicate technical issues clearly to non-technical users
• Proven ability to work independently, prioritize competing demands, and take ownership of issues from identification through resolution
• Ability to operate effectively in a fast-paced biotech environment where priorities can shift and IT resources may be lean
• Strong interpersonal and communication skills with a customer-focused approach
• Experience participating in IT infrastructure projects, system implementations, migrations, or deployments within a life sciences environment
• Certifications such as MCSE, MCSA, CCNA, Network+, A+, or equivalent are preferred

Disclosure: The hourly rates and/or salaries listed may or may not reflect total compensation packages including bonus and fringe benefits, etc., nor are the advertisement(s) posted a guarantee of a certain compensation package for a position or bona fide offer of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.