Contract IT Support Technician

Contract IT Support Technician role supporting Keros Therapeutics employees with Level 1 and Level 2 help desk coverage for corporate and scientific technology needs. The position focuses on resolving routine to moderately complex issues using established procedures, escalating advanced matters when needed, and keeping documentation accurate.

Role Responsibilities

• Receive and respond to help desk requests via phone, chat, email, walk-up, and the ticketing system.
• Deliver Level 1 support and routine Level 2 troubleshooting for laptops, desktops, mobile devices, Microsoft 365, printers, peripherals, conferencing tools, and basic connectivity issues.
• Resolve common hardware, software, password, access, and collaboration problems using documented procedures and available knowledge articles.
• Escalate complex infrastructure, cybersecurity, application, and vendor issues with complete troubleshooting notes and relevant details.
• Manage assigned tickets through prioritization, user updates, resolution documentation, and closure confirmation.
• Configure and deploy endpoints, approved software, accessories, and mobile devices in line with IT and security standards.
• Complete technology and access tasks for onboarding, role changes, and offboarding.
• Support meeting rooms and audiovisual needs, including assistance with hybrid meetings.
• Maintain accurate asset, inventory, and equipment assignment records.
• Identify suspicious activity, security concerns, and policy exceptions, and escalate them promptly.
• Create or update knowledge articles, procedures, and user guidance as assigned.
• Provide professional end-user support while protecting confidential, proprietary, and regulated information.
• Participate in scheduled coverage, deployments, site activities, and limited after-hours support as required.

Required Qualifications

• Working knowledge of Windows, Microsoft 365, mobile devices, peripherals, conferencing technology, and basic network connectivity.
• Ability to resolve routine issues independently and follow established procedures for more complex problems.
• Ability to gather relevant information, document troubleshooting, and escalate issues appropriately.
• Familiarity with ticket, request, asset, and knowledge management practices.
• Strong customer service, communication, organization, and follow-through.
• Sound judgment and discretion when handling user access and confidential information.
• Ability to follow security, privacy, access-control, and acceptable-use requirements.
• Ability to work in a collaborative biotech environment and safely handle typical end-user equipment, with reasonable accommodation where applicable.

Preferred Skills

• Experience in biotechnology, pharmaceuticals, life sciences, healthcare, laboratories, or another regulated environment.
• Experience with Microsoft Intune, Entra ID, Active Directory, Windows Autopilot, remote support, endpoint security, or IT service management tools.
• Familiarity with iOS, audiovisual systems, and hybrid meetings.
• Relevant certifications such as CompTIA A+, Microsoft 365, ITIL Foundation, or comparable credentials.

Technology Stack

• Windows
• Microsoft 365
• Microsoft Intune
• Entra ID
• Active Directory
• Windows Autopilot
• Mobile devices (including iOS)
• Printers and peripherals
• Conferencing tools
• Basic network connectivity
• Ticketing system
• Knowledge articles
• Remote support
• Endpoint security
• IT service management tools
• Audiovisual systems and hybrid meetings

Education and Experience

• Associate degree or technical qualification in information technology or a related field is preferred; equivalent training, certification, and experience will be considered.
• 1 to 3 years of related help desk, desktop support, or end-user computing experience.

Job Details

• Location: Lexington, MA (onsite)
• Employment type: Contract
• Pay: USD $33 to $45 per hour
• Minimum experience: 1 year