Senior Support Analyst, Information Services

Who are we?

Founded in the heart of Kendall Square in 2013, LabCentral is a network of shared laboratory spaces and scientific communities that serve as a launchpad for high-potential life-sciences and biotech start-ups. We deliver first-class facility and operational support, skilled laboratory personnel, and an expansive events program designed to add value to the community and promote connectivity‒ as well as the other critical services and support that early-stage companies need to begin start-up operations.

What is the role?

We are seeking a Senior Support Analyst to support our 250,000 square feet of laboratory and office space and 85 employees. The role will also lightly support dozens of resident companies and hundreds of resident scientists and entrepreneurs.

You will be a great fit for this role if you have 5-8 years in managing a Microsoft 365 platform and handling multi-disciplinary technical requirements (networking, system design, desktop support, SaaS support). If you are looking to expand your technical abilities beyond break fix and develop new technical skills, this may be your next role.

In addition to strong systems support ability, this role requires critical thinking and the ability to observe a problem or inefficiency and proactively seek out and propose novel solutions.

This is an onsite, hands-on role that sits at the intersection of strategy and support.

What will I do?

Core Responsibilities

• Provide connected endpoint and SaaS support to LabCentral employees and residents of LabCentral
• Be the face of the Information Services department for providing technical best practices, improved workflow, and answer general technology questions
• Maintain an excellent technical user experience by proactively addressing potential issues and strengthening technology infrastructure.
• Work with the Director of Information Services to develop best support practices, standardize processes, and improve overall support experience

Technical Skills:

• Microsoft 365 SaaS Administration:
  • Independently manage the Microsoft 365 platform and implement best practices
  • Administer Microsoft 365 security groups and Azure Entra
  • Effectively manage Teams and SharePoint
  • Provide training and customer support for utilizing Microsoft 365 services
  • Help develop collaborative workflow using the Microsoft 365 platforms and third-party plugins
• JAMF and Intune administration:
  • Manage and implement patching schedule for Macs and Windows
  • Oversee and implement security policies and scripts for proactive management
  • Manage Self-Service Catalog for applications
  • Supervise the lifecycle of connected devices
• Ticketing systems:
  • Update tickets and understand internal SLA
  • Document ticket resolution and understanding of root cause
  • Implement and contribute to knowledge base articles
• Windows/MacOS and iOS support:
  • Capacity to troubleshoot advanced issues independently
  • Break down complex issues and understand area of focus
  • Troubleshoot using the OSI Layer
• A/V and IP Camera Support:
  • Install and set up IP-based AV camera systems
  • Troubleshoot A/V issues connected to conferencing tools such as Zoom and Teams
• LAN/WAN/Wi-Fi Support:
  • Use networking tools to troubleshoot network connectivity issues
  • Manage devices using TCP/IP protocols
  • Comfortable logging into network switches/routers/access point for light configuration changes
• Printer support:
  • Solve physical printer issues such as toners, paper jams and drums
  • Work with printing management system to troubleshoot print management

What will I bring?

Desired qualifications:

• 5-8 years of experience supporting an enterprise desktop environment
• Excellent verbal and written communication, especially as it relates to customer service and employee support
• Knowledge of cloud services such as AWS and Azure
• Understanding of asset inventory and change management
• Ability to transfer enterprise technical experience to smaller environment
• Familiarity with networking concepts such as VLAN, QOS and network architecture
• Proficient in working service requests through a ticketing system
• Light scripting and automation via Power Automate
• Strong analytical skills with the ability to proactively identify potential issues or areas for improvement and take initiative to develop effective solutions
• Natural ability to build rapport with residents, vendors, and colleagues
• Expertise to help develop standards for technology stack, knowledge base articles and automation for technical support
• Desire to learn Data Analytics and the supporting tools
• Strong interest in expanding technical knowledge beyond desktop and system administration

Work environment:

• Fully onsite during regular 9:00am-5:00pm business hours with the occasional need for off hours availability
• Ability to sit for long periods, ability to move around an office environment, and ability to communicate information and ideas so others will understand
• Ability to lift and carry a minimum of 25 pounds
• Ability to commute between LabCentral sites regularly (all based locally in Boston and Cambridge)

What do we offer?

Benefits: 

• Fully Covered Medical and Dental Premiums: We have you and your dependents covered, including deductible costs.
• Long and Short-Term Disability & Life Insurance: Life can be unexpected; we’ve got your back.
• Unlimited Vacation: Enjoy the flexibility to take the time you need.
• Three Months of Fully Paid Parental Leave: We’ll help support you during life's important moments.
• 401K Match Up to 6% with Immediate Vestment: Know your future is secure with our 401K match.
• Transportation Reimbursements: We'll cover commuting costs for a parking pass, MBTA, or bike maintenance so you can get to work hassle-free.
• Health & Wellness: Relax and enjoy reimbursements for fitness, yoga, massage therapy, and other holistic health practices.
• Technology Stipend: To ensure you stay connected, we offer a monthly cell phone stipend as well as yearly reimbursements for cell phone repairs.
• Professional Growth: We offer a stipend for continuing education and training to invest in your career growth, and we help ease the burden of student loans by providing reimbursement.
• Fantastic Work Environment: Be inspired by colleagues and residents, and work in vibrant spaces that are stocked with a variety of snacks. Plus, we offer in-house programming on thought-provoking and diverse topics!

Compensation:

Our compensation philosophy is intentional and researched to align with average market salaries; comprehensive, generous benefits to support overall well-being; and parity with our existing and future team members. Below details the value of what our compensation package may look like, but specific details pertaining to an individual will vary.  

Salary range: $67-$87k with the potential to earn a bonus of 10% based on company performance.

Approximate monetary value of benefits (based off an individual – dependents increase value): $22,000. 

EQUAL OPPORTUNITY EMPLOYER   

LabCentral is committed to building teams that reflect the fabric of the city around us. We welcome all candidates regardless of race, color, ancestry, gender identity or expression, religion, national origin, sexual orientation, age, citizenship, marital status, disability, Veteran status, or any other legally protected status. Any other human expressions and experiences not mentioned here are equally welcome. If you require an accommodation, please let us know. We are proud to be an equal opportunity employer.