Senior Help Desk Analyst

Marchon's life sciences client is hiring a Senior Help Desk Analyst to serve as a primary point of contact for IT support across the organization and its portfolio companies. This is a hands-on individual contributor role. Working onsite in Cambridge, MA, this role is responsible for receiving, triaging, and resolving IT incidents and service requests submitted via the ticketing system (Jira Service Management) and email-delivering fast, accurate, high-quality support that keeps our users productive. The expectation is strong technical knowledge, disciplined ticket management, and a genuine commitment to the user experience in every interaction.

Qualifications:

• Bachelor's degree in IT, Computer Science, or related field, or equivalent practical experience.
• 5+ years of IT help desk or service desk experience in a comparable environment.
• Demonstrated proficiency supporting Mac (macOS) and Windows users across hardware, software, and application issues.
• Experience working within an ITSM ticketing platform; Jira Service Management experience strongly preferred.
• Proficiency with Microsoft 365 and other common enterprise SaaS tools.
• Experience in life sciences, biopharma, or a compliance-sensitive setting preferred.
• Certifications preferred: CompTIA A+, Network+, ITIL v4, or Apple Certified Support Professional (ACSP).
• Strong written communication skills-documentation is a core deliverable of this role, not an administrative task.
• Proven ability to manage a high-volume ticket queue independently, with consistent quality and follow-through.

Working Conditions: This is a full-time onsite role based in Cambridge, MA. Regular presence in the office is required. Flexibility for off-hours support during critical incidents or maintenance windows may be needed on occasion.