IT Support Specialist II

Compunnel, Inc.; Lexington (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Compunnel, Inc. seeks an Associate Application Support Analyst to provide end-user and desk-side IT support across office, clinical, and research environments.

You will troubleshoot PC, mobile, and Microsoft 365 issues, manage Exchange Online mailboxes, and assist with AD/Azure accounts while improving IT processes. You will participate in on-call rotation, mentor junior technicians, and contribute to documentation and projects that enhance system reliability and user experience in a regulated

Qualifications

• B.S. or A.D. in Computer Science or Software Engineering or equivalent work experience.
• Minimum of 3+ years relevant experience in IT support.
• Strong PC and mobile support skills; proficient in Microsoft 365.

Responsibilities

• Provide desk-side IT support for employees in office, clinical, and laboratory settings.
• Troubleshoot system and network issues related to end-user devices, laboratory IT, and VoIP equipment.
• Administer Exchange Online including mailboxes, distribution groups, and calendars; manage AD/Azure accounts.

Skills

PC support

Mobile support

Microsoft 365 support

Customer service

Education

B.S. or A.D. in Computer Science or Software Engineering

Tools

Active Directory

Azure administration

Exchange Online Administration

ITSM tools

Job description

Associate Application Support Analyst provides end‑user and desk‑side IT support across office, clinical, and research laboratory environments. This role focuses on troubleshooting PC, mobile, and Microsoft 365 systems, supporting VoIP and network issues, and collaborating with IT teams to deliver technical solutions. The analyst ensures timely resolution of incidents, contributes to IT documentation, and supports projects that enhance system reliability and user experience.

Key Responsibilities

• Provide desk‑side IT support for employees in office, clinical, and laboratory settings
• Troubleshoot system and network issues related to end‑user devices, laboratory IT, and VoIP equipment
• Recommend and test improvements to enhance IT systems and processes
• Drive IT projects and deliverables with guidance from the Sr. IT Helpdesk Manager
• Manage incidents and requests using ITSM tools to meet SLAs and customer satisfaction
• Administer Exchange Online including mailboxes, distribution groups, and calendars
• Collaborate with departments to improve processes and implement new applications/services
• Create IT documentation and technical bulletins to expand the knowledge base
• Support mobile devices including activation and troubleshooting of company‑owned devices
• Operate desktop imaging solutions, application packaging, and configuration settings
• Support audio/visual equipment for conference rooms and train employees in its use
• Configure and maintain accounts in Active Directory, Azure, Office 365, and VoIP systems
• Provide mentorship to new IT Helpdesk Technicians
• Participate in on‑call rotation as needed for weekend support

Required Qualifications

• B.S. or A.D. in Computer Science or Software Engineering, or equivalent work experience
• Minimum of 3+ years relevant experience in IT support
• Strong PC and mobile support skills
• Proficiency in Microsoft 365 support

Preferred Qualifications

• Experience in pharmaceutical or regulated environments
• Strong knowledge of Microsoft Operating Systems
• Experience with Active Directory and Azure administration
• Familiarity with Apple iOS systems
• Advanced experience with Office 365 Admin Center and Exchange Online Administration
• Knowledge of enterprise Anti‑Virus technologies such as Trellix
• Experience with Mobile Device Management technologies
• Understanding of network technologies (TCP/IP, DNS, DHCP, VPN, routers, switches)
• Familiarity with software distribution tools for Windows applications
• Experience with Automox, SmartDeploy, FreshService

Certifications