Senior IT Support Technician

Job Summary

Keros Therapeutics is seeking an experienced, advanced-level IT Support Technician to serve as a key technical authority within our IT Infrastructure & Operations team. This is a hands-on role for a seasoned professional who applies in-depth, advanced knowledge to independently resolve complex, cross-disciplinary end-user issues while directing and administering the cloud, identity, endpoint, and SaaS platforms that support the business.

The position goes beyond traditional desktop support. The successful candidate will work across Microsoft 365, Entra ID, Intune, endpoint management, identity and access, application administration, onboarding and offboarding, and technology lifecycle activities while providing high-touch support to employees and executives. We are looking for an individual who exhibits wide-ranging experience, uses in-depth professional knowledge to resolve complex issues and procedures, and guides the development of new policies, standards, and automation across IT operations. The role is well-suited for an advanced-level professional who directs the application of existing principles, mentors less experienced staff, and continues developing deeper expertise in infrastructure, cloud, identity, and operations.

Primary Responsibilities 

    Microsoft 365 and Platform Administration

• Administer Microsoft 365, Entra ID, Intune, Autopilot, Exchange Online, Teams, SharePoint Online, OneDrive, and approved SaaS platforms.
• Manage licensing, permissions, mail flows, groups, application assignments, authentication methods, and role-based access.
• Support software quotes, renewals, license tracking, vendor coordination, and service health monitoring.
• Test, document, standardize, and automate common administrative tasks and platform changes.

    Advanced End-User Support

• Serve as a senior escalation point for walk-up, phone, email, and ticketed support requests.
• Resolve Level 2 issues across Windows endpoints, Microsoft 365, identity, SaaS applications, networking, mobile devices, and peripherals.
• Identify root causes, implement durable fixes, and maintain clear ticket documentation.
• Mentor junior technicians on troubleshooting, administration, and service standards.

    VIP and Executive White-Glove Support

• Provide discreet, high-touch support for executives and designated VIP users.
• Prepare and validate executive technology for board meetings, presentations, company events, and travel.
• Coordinate priority response for executive-impacting issues while maintaining professionalism and confidentiality.

    Onboarding, Offboarding, and Access

• Complete new-hire setup, transfers, and offboarding across accounts, licensing, devices, applications, and access.
• Troubleshoot password, MFA, SSO, SCIM, licensing, and access issues.
• Support periodic reviews of accounts, groups, administrative roles, and application access. 

    Device Provisioning and Endpoint Management

• Provision, configure, deploy, refresh, and retire Windows workstations and end-user equipment.
• Build and manage devices through Intune and Autopilot using approved applications, security controls, and configuration profiles.
• Troubleshoot endpoint enrollment, policy, software deployment, encryption, patching, and security issues.
• Maintain asset records and coordinate equipment procurement, warranty repairs, replacements, shipping, and deployment readiness.

    Collaboration, Lab, and Regulated Systems

• Support conference room AV, Microsoft Teams, Zoom Workplace, town halls, presentations, and external meetings.
• Support laboratory PCs, scientific instruments, and vendor-managed research applications in partnership with Research, Informatics, and vendors.
• Follow documentation, change control, escalation, and regulated-system procedures, including applicable 21 CFR Part 11 requirements.

    Documentation, Security, and Projects

• Create and maintain technical procedures, configuration records, knowledge base articles, and user training materials.
• Support security practices for identity, endpoint protection, access control, data protection, and least privilege.
• Escalate suspected security incidents, phishing attempts, compromised accounts, and noncompliant devices.
• Assist with vulnerability remediation, platform rollouts, migrations, pilots, upgrades, and adoption initiatives.

Core Competencies (Required Skills)

• 8+ years of progressive IT support, service desk, or end-user computing experience, with demonstrated ability to independently resolve complex, cross-disciplinary Level 2 issues and guide new procedures and standards.
• Hands-on administration experience across Microsoft 365, Entra ID, Intune, Autopilot, Exchange Online, Teams, SharePoint Online, OneDrive, and SaaS platforms.
• Experience with provisioning, access, roles, licensing, vendor coordination, and platform support for business and scientific applications.
• Executive or VIP support experience, with discretion, urgency, and strong customer service.
• Biotech, pharmaceutical, life sciences, healthcare, laboratory systems, regulated environments, or change-control experience preferred.

Preferred Skills

• Strong Microsoft 365, cloud identity, MFA, SSO, RBAC, endpoint management, and SaaS administration skills.
• Ability to troubleshoot across identity, devices, applications, policy, licensing, connectivity, and user experience.
• Working knowledge of PowerShell or similar tools to automate repetitive administrative and operational tasks.
• Excellent customer service, communication, organization, and judgment in executive-facing or high-visibility situations.
• Detail-oriented approach to configuration, testing, documentation, licensing, purchasing, vendor quotes, and asset records.
• Ability to advise and influence stakeholders across IT and business functions on complex technical matters, and to guide development of new procedures, standards, and best practices.

Education Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field; equivalent education, certifications, and hands-on experience will be considered.
• Microsoft certifications in Microsoft 365, Endpoint Administration, Identity and Access, or Security preferred.
• CompTIA A+, Network+, Security+, or ITIL Foundation is a plus.