IT Site Technician

IT Site Technician

StageBio is seeking a full-time IT Site Technician to join our Frederick, MD facility. The IT Site Technician will support the office environment and the day-to-day help desk ticket queue. The IT Site Technician handles end-user hardware, peripheral and conference room support, troubleshooting, onboarding and offboarding execution, basic networking, productivity suite administration, and email security triage. The role supports walk-up requests, vendor coordination, laboratory equipment support, and general office technology. The position requires the experience and judgement to triage, document, and resolve issues independently with minimal supervision. This position is deeply rooted in Tier 1 help desk support and general Tier 1 IT activities — on both the end-user support side and the ongoing engineering and project side of the house. The successful candidate should expect to absorb the full weight of Tier 1 ticket volume, walk-up support, hardware deployment, routine onboarding and offboarding work, and the broad range of day-to-day activities that keep the office running. Tier 1 ownership is the core of the role and the primary measure of success. StageBio runs a hands-on IT organization with broad technical scope. The IT Site Technician reports directly to the Director of IT Operations and will work alongside senior technical staff. A candidate who consistently manages the Tier 1 load will have direct exposure to senior-level work across multiple IT and business disciplines. Over time, and on a case-by-case basis, the IT Site Technician will have opportunities to shadow and participate in Tier 2 and Tier 3 troubleshooting, infrastructure and application projects, security and compliance initiatives, and broader IT strategy discussions. This is an environment where a driven, organized technician can meaningfully expand their skill set beyond help desk work — provided the Tier 1 baseline is consistently met.

Essential Duties & Responsibilities (Not an Exhaustive List): Employees must be able to perform the essential functions of the job with or without reasonable accommodation.

• Serve as a primary point of contact for on-site end-user support issues, delivering a high level of professionalism and customer service to employees across all departments.
• Monitor, triage, document, and resolve tickets within the organization's IT service management (ITSM) ticketing platform; escalate complex issues appropriately and maintain clear SLA adherence.
• Handle walk-up requests, quick questions, and unrouted tickets as an on-site point of contact.
• Perform end-user hardware deployment: build, image, and configure laptops and workstations; ship and receive equipment; manage inventory and asset tracking.
• Provide peripheral and conference room support, including monitors, docking stations, printers, conference room AV equipment, and video conferencing systems.
• Execute onboarding and offboarding processes end-to-end: account provisioning, hardware preparation, desk setup, new hire orientation handoff, and departure cleanup.
• Administer Microsoft 365 at the user level: account creation, group and license management, MFA resets, and basic messaging and collaboration troubleshooting.
• Triage and resolve email security alerts; release legitimate messages, quarantine or escalate suspicious activity, and partner with senior technical staff on phishing response.
• Perform basic network troubleshooting: patching cables, tracing ports, verifying physical connections, and first-level wireless diagnostics.
• Escort and supervise third-party vendors on-site, including ISP, cabling, printer, and hardware technicians; manage vendor access to secured IT spaces.
• Support laboratory operations with on-site response for scientific computing equipment, lab printers, and related systems; escalate complex issues as appropriate.
• Maintain accurate, thorough documentation of work performed, issues resolved, inventory changes, and standard operating procedures.
• Adhere to defined IT Service Management processes, SLAs, ticket-handling hygiene, and change management discipline.
• Participate in after-hours and on-call coverage for critical issues as needed.
• Other duties as assigned.

Required Experience / Education:

• Associate's degree in Computer Science, Information Technology, or a related field; or equivalent demonstrated work experience.
• 1-2 years of recent, hands-on experience in an IT technician, desktop support, help desk, or field support role.
• 1-2 years of recent experience administering Microsoft 365, including user provisioning, group and license management, and MFA administration.
• Demonstrated experience building, imaging, and deploying Windows laptops and supporting end-user hardware.
• Experience working within a formal enterprise ITSM ticketing platform (ServiceNow, Jira Service Management, Freshservice, ManageEngine, or equivalent).

Required Skills & Abilities:

• Strong hardware troubleshooting skills across laptops, peripherals, printers, and conference room AV.
• Working knowledge of Microsoft 365 administration, including user and group management, email and collaboration platforms, file storage, and licensing.
• Basic networking literacy: cabling, switches, wireless troubleshooting, DHCP and DNS concepts at the user-support level.
• Excellent documentation discipline, SLA awareness, and ticket-handling hygiene.
• High emotional intelligence and customer service orientation; ability to handle a range of end users with patience and professionalism, including both on-site and remote staff.
• Ability to work autonomously, manage competing priorities, and exercise sound judgment on what to resolve directly versus when to escalate.
• Strong written and verbal communication skills.
• Ability to establish and maintain trusted professional working relationships, both internally and externally.
• Demonstrated commitment to high professional and ethical standards in a diverse workplace.

Preferred Qualifications:

• Experience working in an FDA-regulated, GLP, or life sciences laboratory environment.
• Direct experience with enterprise email security platforms.
• Familiarity with endpoint detection and response (EDR), mobile device management (MDM), and automated device provisioning tooling.
• Experience supporting laboratory instrumentation or scientific computing environments.
• Relevant industry certifications (CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals, ITIL Foundation, or similar).

Working Conditions / Physical Requirements:

• This is a fully on-site position. Remote work is not available for this role.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 40 lbs. at a time (laptops, monitors, printers, and other IT equipment).
• Requires physical presence in office, lab, and equipment-room environments, including occasional kneeling, crouching, and working under desks or near equipment racks.
• Days and hours of work are generally Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional evenings and weekends as needed for scheduled maintenance or urgent incidents.
• This role may require occasional travel to other StageBio facilities, including additional domestic and international company locations, to support IT projects, equipment deployments, site assessments, or on-site troubleshooting. Travel may be by car or by air depending on the destination. Candidates must be willing and able to drive, fly, and travel for work as needed. All reasonable business travel expenses are covered by the company in accordance with StageBio's travel and expense policy.

StageBio offers a comprehensive benefits package that includes employer sponsored health insurance, short-term and long-term disability, AD&D, life insurance for employees and dependents, flexible paid time off, 401(k) with match, and paid standard and floating holidays. Salary is commensurate with experience. StageBio is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.