IT Support Specialist – Hardware & Operations

About the role

Our client is a leading life sciences company that develops and manufactures tools and materials used in the production of biologic drugs. They are looking for a skilled IT Support Specialist – Hardware & Operations to join their growing team in Middlesex County, MA! This is a great opportunity to contribute to an innovative life science organization!

Position Summary

The IT Support Specialist provides hands-on technical support for computer hardware, end-user technology, equipment deployment, shipping, inventory, and day-to-day IT operations across office and manufacturing environments. This position is responsible for preparing, configuring, installing, troubleshooting, and maintaining computers and peripherals while delivering professional, timely, and customer-focused support to employees.

Responsibilities

• Provide on-site technical support for laptops, desktops, monitors, docking stations, printers, mobile devices, conferencing equipment, peripherals, and approved office or shop-floor technology.
• Support employee onboarding, transfers, moves, replacements, technology refreshes, and separations, including device preparation, deployment, recovery, and accurate asset tracking.
• Build, image, configure, install, and troubleshoot desktop and laptop computers, operating systems, software, applications, peripherals, and basic security settings.
• Set up and deploy complete workstations, including monitors, docking stations, keyboards, mice, printers, and other accessories.
• Respond to help desk requests and provide timely, professional, and customer-focused technical support to end users.
• Document work performed, root cause, troubleshooting steps, resolutions, and follow-up actions in the ticketing system with a high level of accuracy and detail.
• Handle IT equipment shipping, receiving, packaging, tracking, and delivery coordination for employees and locations.
• Maintain accurate IT asset inventories, equipment records, shipping records, and related documentation.
• Perform basic user administration, including account setup, password resets, permissions, onboarding, and offboarding support.
• Assist with Active Directory, Microsoft 365, endpoint management, and other standard IT systems and tools.
• Coordinate with Service Desk, Engineering, Security, Infrastructure, Asset Management, and other IT teams to resolve technical issues and complete service requests.
• Assist with IT projects, office moves, technology upgrades, hardware refreshes, and other operational initiatives.
• Follow company security, data protection, safety, and IT policies when handling equipment, systems, and user information.
• Deliver professional support while effectively balancing urgency, confidentiality, business needs, and regulatory requirements.
• Safely lift, move, package, and transport computers, monitors, printers, and other IT equipment as required.

Required Qualifications

• 1–3 years of experience in IT support, desktop support, help desk, or a related technical role.
• Hands-on experience building, configuring, deploying, and troubleshooting computers and peripherals.
• Basic knowledge of Windows operating systems, Microsoft 365, networking concepts, and common computer hardware.
• Strong troubleshooting, organizational, and problem-solving skills.
• Excellent attention to detail and ability to maintain accurate records.
• Ability to manage multiple requests, prioritize work effectively, and meet deadlines.
• Strong customer service, interpersonal, and written and verbal communication skills.
• Ability to work effectively in both office and manufacturing environments.
• Ability to safely lift and move IT equipment as needed.

Preferred Qualifications & Skills

• Experience with Active Directory and Microsoft 365 administration.
• Familiarity with endpoint management, imaging, provisioning, or device deployment tools.
• Experience with IT asset management systems and ticketing platforms.
• Experience with shipping, receiving, inventory control, or equipment logistics.
• CompTIA A+, Network+, ITIL, or similar technical certification.
• Familiarity with standard IT security practices, endpoint security, and data protection requirements.