IT Help Desk Technician

SystImmune offers onsite, full-time IT support for the Princeton, NJ team, with benefits designed to support your health and long-term stability. You will be the first point of contact for day-to-day technology issues, while also handling device deployment, onboarding access provisioning, and local inventory and documentation. When requests are more complex, you will coordinate with the broader IT team and remote colleagues.

Responsibilities

• Act as the first point of contact for Princeton employees experiencing technical issues, providing responsive coverage during local office working hours.
• Troubleshoot and resolve hardware, software, and basic networking problems across PCs, printers, monitors, peripherals, mobile devices, and conference room equipment.
• Diagnose and fix Windows operating system issues; provide macOS support as needed.
• Manage an independent request queue, covering desk and printer setup, device failures, and account-related issues.
• Support remote and traveling employees associated with the Princeton office.
• Configure and deploy laptops, monitors, keyboards, mice, docking stations, and other workplace equipment in line with SystImmune security standards.
• Support new hire onboarding, including equipment readiness, workstation setup, and account and access provisioning.
• Provision and decommission equipment and accounts as employees join, change roles, or leave.
• Handle equipment shipped to the Princeton office by coordinating and performing imaging work when imaging is not completed externally.
• Assist with software installation, system configurations, and IT/AV hardware and software setup.
• Maintain local IT equipment inventory, track stock levels, and submit replenishment requests through the required approval process.
• Document request work in the help desk system and maintain accurate records.
• Research and resolve issues within scope; escalate items outside local scope to IT leadership or the appropriate IT contact using internal procedures.
• Communicate proactively with remote IT colleagues by phone, Teams, and ticket updates, including when an immediate answer is not available.
• Partner with senior IT engineers on infrastructure and site projects as assigned.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Approximately one to two years of hands-on IT help desk or desktop support experience. Strong candidates with at least one year of experience and demonstrated technical aptitude and soft skills will be considered.
• Ability to work independently, including researching solutions and making judgment calls when an on-site IT colleague is not available.
• Experience supporting modern operating systems, with demonstrated Windows troubleshooting ability; working knowledge of macOS, iOS, and Android.
• Hands-on experience setting up and supporting computers, monitors, keyboards, mice, printers, and related peripherals.
• Experience using a service desk or help desk ticketing system.
• Proficiency with Microsoft Office Suite and Microsoft Teams, with the ability to learn new software and systems quickly. Familiarity with Cisco Webex and Zoom is helpful.
• Working familiarity with core network concepts, including DNS, DHCP, and IP addressing.
• Clear, confident written and verbal communication skills, able to address technical problems calmly and in a reassuring manner.
• Strong organization skills to track and prioritize multiple concurrent requests and projects.
• Comfort escalating to and coordinating with remote colleagues across time zones.

Technologies

• Windows
• macOS
• iOS
• Android
• Microsoft Office Suite
• Microsoft Teams
• Cisco Webex
• Zoom

Benefits

• 100% paid employee premiums for medical/dental/vision
• STD
• LTD
• 401(k) plan with a 50% company match of up to 3% and a vesting schedule of only 5 years
• 15 PTO days per year
• Sick leave
• 11 paid holidays

Preferred

• Experience in a small organization or small IT operation where the role covered multiple IT responsibilities. Experience limited to a large-organization, narrowly scoped help desk queue is generally not sufficient on its own for this role.
• macOS support experience.
• Familiarity with virtualized environments and cloud computing concepts.
• Exposure to Cisco managed switches and routers, Palo Alto firewalls, and basic structured cabling.
• Experience supporting laboratory or scientific instrumentation in a life sciences environment.

Physical Requirements

• Ability to lift or move items weighing up to 25 pounds.
• Ability to work onsite full time at the Princeton, NJ office, including moving between workspaces, server and storage areas, and conference rooms.

Compensation

The expected base salary range is $45,000 - $70,000 annually. Actual compensation will be based on level qualifications, experience, and skills. While most offers typically fall within the low to mid-point of the range, an offer may be extended toward the higher end for exceptional candidates whose background and expertise exceed the requirements.