Sr. IT Support Specialist

About the role

Humacyte is seeking a Senior IT Support Specialist to serve as the most senior member of our internal end-user support team. This is a customer-facing role: you are the person employees across the organization rely on when they need something resolved quickly and well, and the escalation point when frontline help desk staff need help.

Responsibilities

• End-User Support & Customer Experience
  Act as the senior point of contact for internal employees, delivering prompt, courteous, white-glove support in person, by phone, chat, and ticket. Own tickets end to end — diagnose, resolve, communicate status, and follow up to confirm the user is satisfied. Provide high-touch support for executives, VIPs, and time-sensitive requests. Translate technical issues into plain language and set clear expectations on timing and next steps.
• Escalation & Team Leadership
  Serve as the escalation point for frontline / junior help desk staff on complex or high-priority issues. Mentor and coach junior technicians and help raise the overall quality of support delivery. Identify recurring issues and drive fixes, documentation, and self-service resources to reduce repeat tickets. Contribute to and maintain the knowledge base, SOPs, and support documentation.
• Technical Troubleshooting
  Troubleshoot and support Microsoft 365 for end users, including Exchange Online, SharePoint, Teams, and Outlook. Manage endpoints and mobile devices through Microsoft Intune — enrollment, configuration, compliance, and application/OS deployment. Manage OS and third-party patching across the endpoint and server fleet using patch management tooling (Azure Update Manager and/or ManageEngine preferred), ensuring systems stay current and compliant. Diagnose connectivity and basic networking issues (Wi-Fi, VPN, VLAN-related access) and escalate to network engineering when needed.
• IT Onboarding & Offboarding
  Lead and own the IT onboarding and offboarding process — account provisioning, access and MFA setup, device preparation, and timely deprovisioning — ensuring a smooth day-one experience and secure, complete offboarding. Set up, image, and deploy laptops, peripherals, and conference-room / AV technology.

Qualifications

• REQUIRED: 5–8 years of hands-on IT support / help desk experience, including time at a senior or escalation level. Excellent customer-service, communication, and interpersonal skills — this is a people-facing role first. Experience owning or leading employee IT onboarding and offboarding. Strong hands-on troubleshooting of Microsoft 365 (Exchange Online, SharePoint, Teams, Outlook) for end users. Experience managing devices with Microsoft Intune. Hands-on patch management experience (Azure Update Manager and/or ManageEngine preferred). Experience supporting a Microsoft/Azure-based environment (Azure prioritized over other cloud platforms). Working knowledge of core networking concepts (Wi-Fi, VPN, VLANs) sufficient to triage and escalate. Proven ability to stay calm, organized, and responsive while juggling competing priorities. Willingness and availability to participate in a required on-call rotation for after-hours support (compensated).
• PREFERRED: ITIL certification or demonstrated experience working within an ITIL-based service management framework (highly preferred). Experience supporting executives / VIP users. Familiarity working in a regulated life sciences / biotech environment (e.g., GxP, validated/computerized systems, or SOX-relevant IT controls). Relevant certifications such as Microsoft 365, Azure, CompTIA A+, or networking (e.g., CCNA) — valued, but demonstrated hands-on experience carries more weight than certifications. Exposure to AWS is a minor plus; this is primarily a Microsoft/Azure environment.

Compensation & Benefits Highlights

• Stock Options
• 401k Plan with 4% Match and no Vesting Schedule
• Medical, Vision and Dental Plans
• Company Paid Long Term/Short Term Disability
• Company Paid Life Insurance
• 23 Days Paid Time Off (PTO)
• 10 Company Designated Holidays + 2 Floating Holidays
• Paid Parental Leave Policies