IT Support Analyst

Who We Are

Flagship Pioneering is a biotechnology company that invents and builds platform companies that change the world. We bring together the greatest scientific minds with entrepreneurial company builders and assemble the capital to allow them to take courageous leaps. Those big leaps in human health and sustainability exponentially accelerate scientific progress in areas ranging from cancer detection and treatment to nature-positive agriculture.  

What sets Flagship apart is our ability to advance biotechnology by uniting life science innovation, company creation, and capital investment under one roof in a way that is largely without precedent. Our scientific founders, entrepreneurial leaders, and professional capital managers are each aligned around an institutionalized process that enables us to innovate and transform for the benefit of people and planet.  

Many of the companies Flagship has founded have addressed humanity’s most urgent challenges: vaccinating billions of people against COVID-19, curing intractable diseases, improving human health, preempting illness, and feeding the world by improving the resiliency and sustainability of agriculture. 

Flagship has been recognized twice on FORTUNE’s “Change the World” list, an annual ranking of companies that have made a positive social and environmental impact through activities that are part of their core business strategies, and has been twice named to Fast Company’s annual list of the World’s Most Innovative Companies.

Summary:

The IT Support Analyst will serve as a central point of contact for all IT-related incidents and service requests involving our employees and contractors. This role requires coordinating a diverse array of hardware and software systems, including Windows, Mac, and mobile devices, ensuring these systems are operational and meet the needs of our users.

This position includes responsibility for hardware repair (including printers and AV systems), IT stock inventory management, and providing standard Level 2 deskside support within a Mac and Windows environment for biopharmaceutical headquarters service departments.

The role calls for a technical expert with a robust skill set, exceptional problem-solving abilities, and finely tuned communication skills adept at engaging with all levels of employees.

Key Responsibilities:

• Provide exceptional technical support promptly and efficiently resolving IT-related issues across a spectrum of hardware, software, telephony, and network connectivity on Windows, Mac, and mobile platforms.
• Perform hardware repair, maintenance, and replacement, including printers, AV systems, and related peripherals.
• Deliver Level 2 deskside support, troubleshooting complex user issues, hardware failures, and advanced configuration problems.
• Manage IT stock inventory, including tracking, ordering, and maintaining appropriate levels of IT equipment, accessories, and consumables to support ongoing operations.
• Liaise with other IT teams to expedite the resolution of issues, reducing downtime and inconvenience for employees.
• -Travel to other sites as needed to support user needs and address issues.
• Log all issues in company issue tracking systems and document recommended resolutions to known issues.
• Manage and support hardware and software for meeting rooms and other spaces commonly used by employees.
• Collaborate with IT leadership on implementing IT enhancements and infrastructure upgrades.
• Coordinate onboarding and offboarding processes for employees, including setting up new user accounts and profiles, provisioning devices, and addressing password-related issues.
• Develop, maintain, and disseminate documentation on IT processes and procedures.
• Monitor IT systems, conducting routine audits to ensure optimal system performance across Windows, Mac, and mobile devices.
• Contribute to IT projects, offering expert advice and support as needed.

 Functional Skills

• Identifies and proposes IT system and process enhancements using systems thinking to anticipate cross-functional impacts and align with evolving business needs.
• Integrates IT expertise and a comprehensive understanding of Flagship’s business model, structure, and processes to inform key decisions within area
• Monitors broader technology and industry trends across multiple IT domains, ensuring compliance and strategic alignment
• Responds effectively to customer requests, prioritizing solutions that address immediate needs
• Explores and proposes optimal approaches within area to improve customer satisfaction, leveraging feedback loops
• Translates moderate-complexity issues into clear, customer-centric insights and actionable recommendations
• Investigates complex business IT issues and engages with relevant technical teams to drive resolution
• Analyzes service support metrics, identifies trends, and implements improvements to increase efficiency and reduce support volume

Qualifications:

• Bachelor's degree in related field (e.g., IT, computer science)
• Certifications related to service delivery area (e.g., CompTIA A+, Network+, Security+, or ITIL v3) preferred
• 4+ years of relevant experience with IT service delivery in comparable settings
• Experience with Windows, Mac, and mobile device platforms, including related applications and software
• Prior experience planning and delivering IT service support, working with wide-ranging solutions, and providing responsive technical customer service and consulting to internal teams within a quality and compliance environment
• Experience working with users across teams to diagnose and resolve complex IT system/ process issues with platforms across areas
• Experience developing and managing relationships with service providers, internal and external
• Proven performance in earlier role

Working Conditions:

This role may require the provision of off-hours support and frequent travel to other site locations to support users.  It should also be noted that the ability to lift and transport moderately heavy objects, such as computers and peripherals, may be necessary.

Flagship Pioneering and our ecosystem companies are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

At Flagship, we recognize there is no perfect candidate. If you have some of the experience listed above but not all, please apply anyway. Experience comes in many forms, skills are transferable, and passion goes a long way. We are dedicated to building diverse and inclusive teams and look forward to learning more about your unique background.

Recruitment & Staffing Agencies:  Flagship Pioneering and its affiliated Flagship Lab companies (collectively, “FSP”) do not accept unsolicited resumes from any source other than candidates.  The submission of unsolicited resumes by recruitment or staffing agencies to FSP or its employees is strictly prohibited unless contacted directly by Flagship Pioneering’s internal Talent Acquisition team.   Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of FSP, and FSP will not owe any referral or other fees with respect thereto

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