IT Support Engineer

About Generate:Biomedicines

Generate:Biomedicines is a new kind of therapeutics company – existing at the intersection of machine learning, biological engineering, and medicine – pioneering Generative Biology™ to create breakthrough medicines where novel therapeutics are computationally generated, instead of being discovered. The Company has built a machine learning-powered biomedicines platform with the potential to generate new drugs across a wide range of biologic modalities. This platform represents a potentially fundamental shift in what is possible in the field of biotherapeutic development.

We pursue this audacious vision because we believe in the unique and revolutionary power of generative biology to radically transform the lives of billions, with an outsized opportunity for patients in need. We are seeking collaborative, relentless problem solvers that share our passion for impact to join us!

Generate:Biomedicines was founded in 2018 by Flagship Pioneering and has received nearly $700 million in funding, providing the resources to rapidly scale the organization. The Company has offices in Somerville and Andover, Massachusetts with over 275 employees.

The Role: 

We are seeking a motivated IT Support Engineer to assist with the management and day-to-day technology needs of our cutting-edge platforms and services here at Generate:Biomedicines. As an integral member of the Enterprise IT team, you will play a key role in providing end user technical support, performing scheduled preventative maintenance, and end point configuration management. The successful candidate will collaborate closely with the Informatics/IT Engineering team. This role is primarily based in our Somerville, MA with weekly visits to our Andover, MA location.  

Here's how you will contribute:

• Provide point of escalation of IT incidents within the Generate labs and Enterprise IT team with the ability to triage incoming issues and provide suggestions on prioritization 

• Be a point of contact to staff and provide end user support  

• Properly troubleshoot and escalate tickets based on own general knowledge and understanding of IT disciplines 

• Critically intake, analyze, and process information provided, and problem solve the root of the issues brought about by users 

• Participate in recurring meetings with lab staff and the Enterprise IT team 

• Provide asset management and inventory upkeep 

• Troubleshoot software and hardware issue and provide repairs  

• Imaging, configuring, and deploying hardware and lab instruments 

• Writing, searching, and following technical documentation 

The Ideal Candidate will have:

• 3 years of collective IT experience, with 2 years of Tier 1/Tier 2 roles  

• Comfortability with break/fix on a variety of devices 

• Strong understanding on the importance of data storage and management 

• Basic scripting knowledge and experience 

• ITSM ticketing service experience  

• Ability to navigate and understand the basics of directory management and provisioning 

• Understanding of domain vs local accounts 

• Binding equipment to domains experience 

• System and file level permissions management and troubleshooting 

• Network connectivity and troubleshooting abilities  

• Base system Imaging and deployment experience 

• Access rights management  

• Strong communication skills to help bridge the gap between scientists, IT, and administration 

Troubleshooting within Windows XP-11 OS, especially with the following: 

• Command prompt 

• Local User Management 

• Software Services 

• Event Logs 

• Microsoft Configuration Management 

• Powershell 

• Registry Editor 

• Task Scheduler 

• Permissions 

• Imaging and deployment 

• Network connectivity 

• Writing, searching, and following technical documentation 

• Asset management and inventory upkeep 

Desired Qualifications: 

• CompTIA A+, Net+ Certifications 

• Jira ticketing experience 

• Experience working in Agile/Kanban framework 
• Previous working experience in a lab/scientific research environment 
• Familiarity with ELNs, Clinical Trials processes, Jupyter Notebooks, Terra, Graphpad Prism 

#LI-HM1

Generate:Biomedicines is 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.

COVID Safety:

Generate:Biomedicines enforces a mandatory vaccination policy for COVID-19. All employees must be fully vaccinated and have received a booster.  The purpose of this policy is to safeguard the health of our employees, their families, and the community at large from infectious disease that may be reduced by vaccinations.  The Company will make exceptions to this policy if required by applicable law and will consider requests for an exemption from this policy due to a medical reason, or because of a sincerely held religious belief, or any other exemptions that may be recognized by applicable.

Recruitment & Staffing Agencies: Generate:Biomedicines does not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to Generate:Biomedicines or its employees is strictly prohibited unless contacted directly by the Company’s internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of Generate:Biomedicines and the Company will not owe any referral or other fees with respect thereto.