Contract IT Support Technician

Keros Therapeutics seeks a Contract IT Support Technician to provide Level 1 and Level 2 help desk support for employees in a hybrid Lexington, MA setting. The role handles routine technology issues, manages support tickets, and escalates complex problems while maintaining security and documentation standards.

Responsibilities

• Receive and respond to help desk requests via phone, chat, email, and ticketing system
• Provide Level 1 and Level 2 troubleshooting for hardware, software, connectivity, and collaboration tools
• Resolve common issues using documented procedures; escalate complex infrastructure and security concerns
• Configure and deploy endpoints, software, and mobile devices according to IT standards
• Complete onboarding, role change, and offboarding technology tasks for employees

Requirements

• Working knowledge of Windows, Microsoft 365, mobile devices, and conferencing technology
• Ability to troubleshoot independently and follow established procedures
• Experience gathering information, documenting issues, and escalating appropriately
• Familiarity with ticket, asset, and knowledge management systems
• Strong customer service, communication, and organizational skills
• Sound judgment handling user access and confidential information
• Experience in biotech, pharmaceuticals, life sciences, or regulated environments (preferred)