IT Systems Support Analyst I

IT Systems Support Analyst I
Augusta, Georgia, United States, Full-time

Manus works across industries and value chains to accelerate the transition to BioAlternatives - better performing and more sustainable versions of complex molecules traditionally sourced from plants, animals, or fossil fuels. Our platform is proven to work across scales, bridging the Valley of Death between lab and manufacturing more efficiently and more reliably to deliver the benefits of synthetic biology today.

The IT Systems Support Analyst I plays a key role in ensuring the reliability, security, and performance of Manus's information systems across R&D, manufacturing, and administrative operations. This position provides frontline technical support to employees in office, laboratory, and production environments, assisting with troubleshooting, system maintenance, and the implementation of IT standards in a regulated (GxP/cGMP) setting.

The ideal candidate is a hands-on, customer-focused problem solver who enjoys supporting diverse systems and collaborating with scientists, engineers, and production staff in a dynamic biotech setting.

Why work at Manus:

• Opportunity - For motivated, results-oriented team members, our growth creates opportunities for personal and professional advancement.
• Accountability - You are given the resources you need to succeed and the freedom to make it happen; in return, we hold each other accountable for our high expectations.
• Passion - We love what we do and enjoy working with others who feel the same way. We embrace the challenges and hard work that comes with working on the cutting edge.

Responsibilities:
End-User & Technical Support

• Serve as the first point of contact for IT support across the organization.
• Troubleshoot and resolve hardware, software, and connectivity issues for office, lab, and production systems.
• Provide on-site and remote support for desktops, laptops, lab instrument PCs, and networked equipment.
• Assist users with enterprise systems such as Microsoft 365, SAP, LIMS, etc.
• Escalate complex issues to Tier II/III or system administrators as needed.

System Administration & Maintenance

• Support account management, permissions, and security groups in Active Directory and Azure AD.
• Install, configure, and image workstations, laptops, and lab computers.
• Maintain and track IT assets, software licenses, and inventory records.
• Perform health checks, software patching, and preventative maintenance of the system.

Support for Regulated (GxP) Environments

• Follow cGMP and GxP procedures when supporting validated systems and equipment.
• Document IT changes, incidents, and configurations in accordance with change control and validation requirements.
• Assist with audits, system access reviews, and IT portions of CAPA or deviation investigations.

Documentation & Collaboration

• Create and maintain user guides, SOPs, and troubleshooting documentation.
• Maintain accurate ticketing and issue tracking in the IT helpdesk system.
• Work collaboratively with scientists, engineers, and QA staff to ensure reliable IT system performance.

Security & Compliance

• Support cybersecurity and data protection initiatives including endpoint protection, MFA, and encryption.
• Ensure compliance with IT policies, data integrity, and system access controls.
• Report security incidents and assist in vulnerability management.

Qualifications
Education & Experience

• Associate or bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).
• 1-3 years of experience in IT support, desktop support, or systems administration.
• Experience in manufacturing or laboratory environments is preferred.

Technical Skills

• Strong knowledge of Windows OS, Microsoft 365, and common business applications.
• Familiarity with Active Directory, Azure AD, and basic network troubleshooting.
• Experience with lab and manufacturing systems (e.g., LIMS, SCADA, MES) is a plus.

Soft Skills

• Excellent communication and customer service abilities.
• Strong attention to detail and documentation accuracy.
• Ability to work independently and collaborate in cross-functional teams.

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