IT Operations Engineer

Responsibilities

• Serve as the senior IT support resource for the Austin site, owning ticket queue triage, resolution, and escalation for all site-related requests
• Provide direct, responsive technical support to end users across Windows, Mac, and Linux platforms, including executive-level stakeholders and visiting clients
• Maintain uptime and reliability of lab infrastructure, including instrument PCs, service computers, virtual machines, and networked lab equipment in a 24/7 production environment
• Administer and maintain on-premises Windows Server infrastructure, including Active Directory, Group Policy Objects, DHCP, and DNS
• Manage Microsoft 365 and Entra ID environments, including user lifecycle management, conditional access policies, and hybrid identity configuration
• Deploy and manage endpoints via Microsoft Intune, including compliance policies, application deployment, and device enrollment
• Perform hands-on hardware troubleshooting, repair, and replacement for workstations, instrument PCs, printers, peripherals, and AV/conference room systems
• Manage on-site network connectivity, troubleshooting IP, DHCP, DNS, and wireless issues as they arise and coordinating with the broader IT team on infrastructure changes
• Cook up with scientific operations, lab development, and instrumentation teams to ensure IT readiness for new instrument deployments, bench configurations, and facility changes
• Own on-site vendor relationships for Austin-specific IT services, deliveries, and facility-related technology
• Drive documentation of site-specific procedures, known issues, and resolution playbooks to improve team response times
• Mentor junior IT staff and help establish consistent support standards across sites
• Participate in change management for infrastructure upgrades, including scheduled maintenance windows and rollout coordination with lab operations

Qualifications

• 4+ years of experience in a hands-on IT support or desktop engineering role, preferably in a lab, manufacturing, or other operationally intensive environment
• Strong knowledge of Windows Server administration, including Active Directory, Group Policy, DHCP, and DNS in an on-premises domain environment
• Experience with Microsoft 365 administration and Entra ID (Azure AD), including hybrid identity, conditional access, and user/group management
• Experience with Microsoft Intune or similar endpoint management platform for device enrollment, compliance, and application deployment
• Working knowledge of macOS and Linux in a mixed-OS environment
• Experience supporting networked equipment in a production or lab setting — not just office desktops
• Familiarity with networking fundamentals: TCP/IP, VLANs, VPN, and wireless troubleshooting
• Experience with remote management tools (VNC, RDP, KVM-over-IP) for managing headless or remote systems
• Google Workspace and Microsoft 365 administration experience
• Track record of high-volume ticket resolution with strong prioritization instincts
• Comfortable working independently on-site as the primary IT presence, with the judgment to escalate appropriately
• Excellent communication skills, especially translating technical issues for non-technical staff and leadership
• MDM experience beyond Intune (JAMF, Kandji, or similar) is a plus
• Experience in regulated or compliance-driven environments (ISO, SOC2) is a plus