IT Support Technician

This role functions as a contractor desktop support position with a strong emphasis on cybersecurity compliance, maintenance, and laboratory computing support. The technician will execute assigned tasks from an established work or project list rather than manage projects directly.

Primary focus areas include:
Maintaining endpoint and cybersecurity compliance
Supporting laboratory and client computing devices
Resolving ServiceNow incidents and requests
Assisting with routine hardware, software, and OS-related tasks
Key Responsibilities
Provide hands-on support for laboratory and client PCs, including repair, configuration, replacement, and lifecycle management.
Support small cybersecurity initiatives as part of a larger cybersecurity program.
Ensure devices meet established security, compliance, and patching standards.
Assist internal clients with:
-Hardware installation and diagnostics
-Basic networking (IP configuration, cable connections)
-OS, security, and application software installation
-Troubleshooting and remediation of cybersecurity-related issues
Perform maintenance tasks such as:
-Group policy reconfiguration
-Network configuration changes
-Removal of unauthorized or non-compliant software
-Support peripheral setup and configuration, including lab instruments, printers, and other devices.
-Manage ServiceNow incidents, requests, and vulnerability tickets, driving issues to resolution within SLA expectations.
Collaborate with internal teams and external service providers to deliver effective solutions.
Maintain accurate Client Supported Device (CSD) records and support asset lifecycle management, including equipment recycling.
Preferred Experience & Skills
Windows OS upgrades and lifecycle support
Microsoft Defender security software
CSD compliance and patching, including patch services
ServiceNow:
o Vulnerability ticket handling
o Incident and request SLA fulfillment
Basic firewall and networking concepts
Strong customer service and communication skills
Ability to work effectively in a hybrid, multi-site team environment

This is a fast-paced role and an excellent opportunity for candidates to expand their technical depth across desktop support, cybersecurity, and laboratory computing while strengthening customer service and operational skills.
Job Requirements
Ability to troubleshoot and diagnose network, software, and operating system issues.
Excellent interpersonal, communication, collaboration, and problem-solving skills.
Self-motivated with a strong commitment to quality, compliance, and customer service.
Ability to perform physical tasks including bending, stooping, walking, and lifting items over 25 pounds.
Associates degree in electronics, computer technology, or a related field preferred (or equivalent experience).
Minimum 3+ years of general Windows support experience required.
Cybersecurity experience or knowledge preferred.
Physical presence required for hands-on support activities.
Personal Protective Equipment - PPE must be worn while in Lab Areas. You may need to furnish your own proper footwear.
Certifications in computers, cybersecurity, or networking are preferred (ie A+, Network+, CyverSecurity).

Technical Environment:
Predominantly Windows-based.
Experience with OS upgrades, lifecycle management, Microsoft tools (Excel).
Troubleshooting lab systems, robotics, automation, or analytical equipment is a plus (not required).