IT Support Analyst

About the role

As an IT Support Analyst, you will play a key role in keeping our end user systems running smoothly across the company. You will take on a wide range of responsibilities, from troubleshooting technical issues and managing system updates to setting up new workstations, maintaining software licenses, managing support tickets, ensuring data security, and providing hands-on support for both in-office and remote employees.

We are looking for someone who is not only technically skilled but also great at communicating with a diverse range of end users. Your ability to explain things clearly and offer quick, effective solutions will be crucial to keeping things on track.

This role offers a great chance to expand your skill set, work in a collaborative, dynamic environment, and have a direct impact on the organization’s IT operations.

Responsibilities

• Provide daily onsite support, monitoring and triage of managed infrastructure, services, applications, and laptop/desktop support using an IT service management system
• Create and maintain user accounts and access permissions across endpoints and software systems
• Image and deploy laptops as replacements or for new employees
• Maintain all computers with current patches and software installs with endpoint systems and mobile device management tools
• Utilize Vulnerability Management and Remote Monitoring systems to remediate endpoint vulnerabilities
• Assist with computer-controlled laboratory equipment moves, connections and troubleshooting
• Perform computer moves of equipment when teams are relocated
• Consistently monitor endpoint setup and report any potential viruses or threats
• Ensure cleanliness of all data equipment and computer rooms
• Aid in AV equipment setup and troubleshooting
• Absorb and manage inventory for effective distribution to employees and maintain systems with asset management tools
• Provide local training and support on key IT applications, including creating self-service and training materials for staff and clients
• Manage local systems/applications and technical infrastructure operations to support staff and applications
• Identify and recommend solutions to enhance the client experience, availability, and staff efficiencies, coordinated closely with global IT needs
• Foresee issues and gaps, identify solutions and work comfortably with leading-edge products
• Work effectively with our vendor partners to maintain functional operational systems
• Communicate with management on IT applications operational status
• Absorb and coordinate with management to bring efficiencies to laboratory information management systems

Requirements

Your minimum requirements include:

• Minimum 3 years of proven experience in an IT support role that focused on laptop and end user support
• Expertise with Windows 11, MacOS, iOS/iPadOS, Android, MS Office 365 suite
• Excellent communication skills (written and verbal), with strong problem-solving and decision-making abilities
• High self-motivation with the capability of working both independently and in a team setting
• A positive and entrepreneurial mindset, with the ability to challenge the status quo to drive innovation in a fast-paced startup environment
• Eagerness to learn new systems, particularly in agriculture biotech and laboratory settings
• A curiosity and a commitment to continuous learning, with a desire to make a meaningful impact
• Skill in fostering open dialogue and promoting teamwork
• Comfort with ambiguity, the ability to adapt to change and make decisions with incomplete information
• A strong sense of accountability, taking ownership and encouraging the same in others

Qualifications

Preferred qualifications include:

• Relevant IT certifications (ITILv4, A+, etc.)
• Experience with MDM systems (Intune, Jamf)
• Experience with IT Service Management systems (ServiceNow, etc.)
• Experience with RMM systems (NinjaOne, etc.)
• Experience with Quality Management systems
• Experience working with laboratory equipment and maintaining laboratory IT systems
• Experience creating end user documentation and how-to guides
• Experience creating SOPs and internal documentation
• Knowledge of scripting languages (PowerShell, Bash)
• Knowledge of video conferencing hardware and digital signage (Microsoft Teams, Cisco, Logitech) and Smart TVs

Benefits

Inari pays competitively and rewards results. The salary range for this position is $68,350 - $93,950. Whether you are full-time or part-time, Inari provides three different components of pay – base, short-term incentive, and long-term equity along with a one-time new hire stock option grant. That's rare! We also offer a comprehensive benefits package including both a Preferred Provider Network (PPO) and High Deductible Health Plan (HDHP) with a company-funded health savings account (HSA), vision, dental, and several flexible spending accounts (FSA), a host of voluntary benefits, and a robust wellness program. In addition, Inari offers a 401k plan with a company matching and a flexible paid time off policy.