IT Site Technician

About the Role

StageBio is hiring a full-time IT Site Technician to be based at their Frederick, MD facility. This role is responsible for supporting the day-to-day operations of the office IT environment, primarily through Tier 1 help desk functions. The technician will manage end-user hardware support, conference room technology, basic networking tasks, Microsoft 365 administration, and initial email security concerns. The position requires independent troubleshooting and effective documentation under minimal supervision.

As a Tier 1 technician, you will manage the majority of support tickets, hardware deployments, onboarding/offboarding, and walk-up support. This role reports to the Director of IT Operations and collaborates closely with senior IT staff, offering opportunities for growth into Tier 2 and Tier 3 issues as experience progresses.

Key Responsibilities

• Act as the main on-site contact for IT support issues, delivering professional customer service to all departments.
• Manage, prioritize, document, and resolve help desk tickets adhering to SLAs, escalating as needed.
• Provide walk-up support for quick troubleshooting and questions.
• Deploy end-user hardware, including building, imaging, and setting up laptops and workstations; handle inventory and equipment logistics.
• Support peripherals and conference room AV technology.
• Execute full onboarding and offboarding cycles including account provisioning, desk setup, and hardware preparation.
• Administer Microsoft 365 user accounts, license management, MFA resets, and basic troubleshooting.
• Handle email security alerts by releasing, quarantining, or escalating suspicious messages.
• Perform basic networking diagnostics such as cable patching, port tracing, and wireless troubleshooting.
• Manage vendor visits, supervising access and coordinating on-site work.
• Assist laboratory operations with support for scientific computing and lab equipment, escalating complex issues.
• Maintain detailed documentation of all activities, issues, and changes.
• Follow IT Service Management processes, including ticket hygiene and change management.
• Participate in on-call duties for critical incidents when required.
• Other assigned IT support duties as necessary.

Qualifications and Experience

• Associate's degree in Computer Science, IT, or related field, or equivalent relevant experience.
• 1 to 2 years of hands-on experience in IT technician or help desk roles.
• 1 to 2 years administering Microsoft 365 at the user level.
• Proficiency in building, imaging, and deploying Windows laptops and managing end-user hardware.
• Experience using enterprise ITSM ticketing systems like ServiceNow, Jira, or equivalents.

Skills and Abilities

• Competent hardware troubleshooting across laptops, peripherals, printers, and AV systems.
• Knowledgeable in Microsoft 365 user and group management and collaboration tools.
• Basic understanding of networking concepts including cable management, switches, DHCP, and DNS.
• Disciplined with documentation, SLA compliance, and ticket processes.
• Strong customer service skills with patience and professionalism for diverse end-users.
• Ability to work independently, prioritize tasks, and determine when to escalate issues.
• Effective verbal and written communication.
• Ability to build trusted professional relationships internally and externally.
• Commitment to high ethical standards in a diverse workplace environment.

Preferred

• Experience in FDA-regulated or GLP life sciences labs.
• Knowledge of enterprise email security platforms.
• Familiarity with endpoint detection, mobile device management, and automated provisioning tools.
• Experience supporting scientific computing or lab instrumentation.
• Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or ITIL Foundation.

Working Conditions

• This role requires on-site presence; remote work is not an option.
• Extended computer use and desk work.
• Must be able to lift up to 40 pounds (e.g., laptops, printers).
• Physical tasks include working in office, lab, and equipment rooms, sometimes requiring awkward postures.
• Work schedule is generally Monday through Friday, 8 a.m. to 5 p.m., with occasional after-hours or weekend duties.
• Travel to other company locations domestically and internationally may be required for projects and support; travel expenses covered by employer.

Additional Information

StageBio provides a benefits package including employer-sponsored health insurance, disability coverage, life insurance, paid time off, 401(k) matching, and holidays. Salary will be matched to experience. The company is an equal opportunity employer committed to diversity and inclusion without regard to protected characteristics.