IT Support Specialist

HistoSonics is a commercial-stage medtech company advancing the Edison® System, a novel non-invasive sonic beam therapy based on histotripsy. Since receiving FDA De Novo grant for the non-invasive destruction of liver tumors in 2023, the company has progressed beyond initial market entry into commercial expansion, reimbursement momentum, and ongoing clinical and pipeline development. In addition to its current liver tumor indication, HistoSonics is pursuing future indications across multiple applications including kidney, pancreas, prostate, neuro, women's health, and other significant underserved human health areas, to realize the broader potential histotripsy across multiple disease states and medical specialties.

We offer an exciting work culture where cutting-edge science meets real-world application, and each team member's contribution is important to our success in ensuring our physicians and their patients get what they need most.

Location: Ann Arbor, MI

Position Summary (Why this role matters):

The IT Support Specialist is a member of a larger, multi-site IT team that supports HistoSonics as a whole. This is a hybrid position based out of the Ann Arbor, MI office, with regular onsite presence required at the location. The IT Support Specialist also provides company-wide helpdesk coverage, supports shared IT initiatives, and contributes to the ongoing operation of the organization's technical infrastructure and services. Regular work includes responding to helpdesk requests, troubleshooting hardware, software, and SaaS issues, supporting operations, and partnering with IT colleagues to deliver a consistent and reliable level of service.


Key Responsibilities (What you'll do):

Technical Support

• Provide hands-on support for hardware, software, and networking issues at the Ann Arbor, MI office.
• Provide helpdesk support to employees over phone, email or remote administrative tools.
• Respond to and resolve helpdesk tickets, ensuring prompt service delivery and resolution.
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Assist with onboarding, offboarding, and hardware refresh processes, including provisioning and deprovisioning of equipment.
• Maintain and support AV systems across the organization.
• Participate in an on-call rotation for critical after-hours support.
• Provide offsite technical support for offsite events as needed.

System Maintenance

• Perform routine maintenance and updates to ensure optimal system performance.
• Execute general and security patching schedules for operating systems, browsers, and third-party software.
• Ensure compliance with organizational IT policies and security standards.

Communication

• Provide exceptional support and training, maintaining a user-first approach.
• Communicate effectively with employees to explain technical issues and solutions.
• Act as the onsite point of contact for IT-related needs.
• Document all support interactions and resolutions within the IT ticketing system.
• Escalate major incidents as well as recurring issues as appropriate.

Qualifications and Skills:

Required:

• Associate's degree in Information Technology or related field, or equivalent experience.
• 3+ years of experience in IT support roles.
• Proficiency with Microsoft 365, Entra ID, Windows OS, MacOS.
• Experience troubleshooting and training users with Microsoft Office suite, Microsoft Teams, SharePoint, and OneDrive.
• Willingness to learn industry/department specific applications to assist in troubleshooting.
• Knowledge of PC hardware, Mac Hardware, and AV/conferencing systems.
• Ability to troubleshoot hardware and software issues effectively.
• Ability to occasionally lift or move equipment weighing up to 50 pounds, with or without reasonable accommodation.

Preferred:

• Experience in a regulated industry such as healthcare or manufacturing.
• Experience with managing endpoints via MDM (Intune, JAMF, etc).
• Familiarity with ISO 27001, SOC 2 requirements and compliance.
• Previous experience with a remote management tool (GoToResolve, Connectwise, etc).
• Relevant industry certifications are a plus.

Key Competencies:

• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to prioritize tasks and manage time effectively.
• People-oriented with a commitment to providing excellent service.
• Ability to work independently and as part of a team.

Benefits : We offer a comprehensive benefits package for full-time employees. This includes health, dental, and vision insurance, life, short-term and long-term disability insurance, 401(k), paid time off, and more.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

U.S. Work Authorization & Sponsorship: Employer will not sponsor visas for position.

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