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IT Support Specialist

4 weeks ago

Cambridge, United States Sana Biotechnology, Inc. Full time

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**IT Support Specialist**

**About the role**

Sana Biotechnology is growing, and we are hiring new team members who believe in the potential of engineered cells as medicines, who want to challenge status quo, and who lead with the desire to work on novel ideas. As an IT Support Specialist, you will report to the Manager, IT Operations and have ownership for IT service delivery within the Cambridge site. You will be the first contact for our local customers for all inbound service requests and will own their cases to resolution. For our IT team to be successful, we must see no job as too small and no challenge as too big Cool stuff.

**What youll do**

* Install and configure computer systems and applications within the company

* Respond to customer inquiries and assist in troubleshooting and resolving IT issues (Tier 1, Tier 2, and light Tier 3)

* Resolve endpoint technical issues related to network interruptions

* Meet with employees in-person and virtually to analyze, troubleshoot and diagnose hardware and software issues. Investigate and troubleshoot issues and communicate with customers.

* Assist management in creating training materials about hardware and software troubleshooting and usage

* Train employees on technology including Zoom, Microsoft Office, laptops, desktops, tablets, core productivity software, and other hardware/software platforms

* Monitor IT helpdesk for inbound support requests and process first-in, first-out based on priority with progress and completion notated accordingly

* Zoom, RingCentral and other video conference and telephony administration and troubleshooting.

* Procure, configure, test and deploy new computers, services, storage devices, printers and other peripherals following standards and operational requirements

* Recover offboarded user hardware and deprovision accounts, access, and licensing

* Setup and maintain user access, email accounts, groups and security policies

* Repair and recover from hardware or software failures. Coordinate and communicate with affected end users

* Manage RMA process and third-party repair agents

* When needed, create written documentation for help desk policy and procedure and hardware and software installation processes

* Contribute to team projects to bring new and/or enhanced functionality and services to our customers

**What were looking for**

* A./B.S. in Computer Science or related field

* 5+ years experience working in a technical support role within a fast-paced environment

* Minimum of 3 years of configuring and installing computer hardware and software

* Deep experience in Microsoft Office 365 applications, Windows 10, and the Adobe Suite

* Ability to make decisions independently in a fast-paced production environment

* Ability to prioritize work based on business objectives

* Excellent written and verbal communication skills

* Demonstrate the ability to manage multiple and sometimes competing priorities and deadlines

* Communicate and interact with internal and external stakeholders of all levels

* Self-starter who can see a need and meet that need

* Deadline driven while maintaining a high level of customer service

**What will separate you from the crowd**

* A+, Network +, or other IT industry standard certifications

* Experience troubleshooting integrated and interdependent computer systems

* Cross platform troubleshooting and administration experience (PCs and Macs)

* Service Management, Project Management, and Inventory Management (Physical + Digital) skills

* Endpoint Management experience (ie. SCCM, InTune, Workspace One)

* Experience in Life sciences, preferably in environmentally controlled (PPE required) spaces

**What you should know**

* IT Support Specialists must be able to lift up 30 pounds and be able to be mobile (walking, crawling under desks, climbing a ladder, etc.) with or without reasonable accommodation

* Working safely in person on a predictable and regular in-person basis is an essential job function for this position, and the Company requires that all individuals working in-person be fully vaccinated against COVID-19, including receipt of a vaccine booster shot if recommended by the CDC

**How we work together**

* Lead from every seat we seek to understand, act with honesty, and engage in the crucial conversations

* Thrive as a team we hire amazing people, are intensely curious, and cultivate inclusion and personal connectivity

* Make it happen we value vigorous debate, alignment around our decisions, and resilient execution

**Get to know us**

At Sana, we believe that a diverse workforce strengthens us as a company and helps us to achieve our mission to meaningfully change the outcome of many human diseases. This belief is a pillar of our business and is critical to our success. Our goal is that Sana is the place for talented people to bring their authentic selves to work, to have a great career and to deeply, positively impact patients.

Core to our values, we believe there is nothing more important than the health and wellness of you and your family. For benefit eligible employees, we cover 100% of the cost for employee health coverage and offer generous time-off, parental leave, short- and long-term disability, financial wellness programs, a 401(k) Plan, Employee Stock Purchase Plan, commuter subsidy and a variety of wellness offerings to support each person individually.

We are committed to providing a workplace free of discrimination and harassment based on race, color, religion, age, gender, national origin, ancestry, physical or mental or sensory disability (including the use of a trained guide dog or service animal by a person with a disability), genetic information, actual or perceived HIV or Hepatitis C infection, medical condition (cancer or a record or history of cancer and genetic characteristics), marital status, sexual orientation, sexual preference, pregnancy (including childbirth and related medical conditions), disability, veteran status, political ideology, taking or requesting statutorily protected leave, status as a victim of domestic violence, sexual assault or stalking, or any other basis prohibited by applicable law.

To perform this job successfully, you must be able to perform each job responsibility satisfactorily. The job description listed above is representative of the knowledge, skills, and/or abilities required for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions described above.

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