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Invivyd · 2 weeks ago

End User Support Technician (Tier 1)

New Haven, CT

Full-time

Hybrid

Entry Level

1+ years exp

Invivyd is a company focused on delivering protection from serious viral infectious diseases, particularly for immunocompromised individuals. They are seeking an End User Support Technician who will serve as the first line of IT support for all employees, resolving helpdesk tickets and troubleshooting hardware and software issues.

BiotechnologyPharmaceuticalTherapeutics

Responsibilities

Serve as the first point of contact for all IT support requests via Freshservice

Triage, prioritize, and resolve Tier 1 tickets in a timely manner

Escalate complex issues to Tier 2 / SysAdmin when needed with proper documentation

Track work and update tickets with clear notes and resolutions

Troubleshoot laptops, desktops, and peripherals (monitors, docking stations, keyboards, printers)

Perform basic device imaging, setup, and configuration

Install and update approved software

Support both Windows and macOS devices consistently

Reset passwords and unlock accounts

Assist with MFA / SSO login issues

Add/remove users to Azure AD groups as directed

Assign or remove Microsoft 365 licenses

Use Intune for basic Windows device enrollment and policy checks

Use JAMF for basic macOS enrollment and troubleshooting

Ensure devices remain compliant with company standards

Set up new hire accounts, devices, and access

Prepare workstations and peripherals

Deliver IT orientation for new employees (how to log in, core apps, MFA)

Collect and wipe equipment from departing users

Troubleshoot Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint)

Provide basic support for commonly used business applications

Assist users with browser, VPN (if applicable), and connectivity issues

Set up workstations and docking station configurations

Troubleshoot video conference equipment (Zoom/Teams rooms)

Ensure conference rooms and shared devices function properly

Provide white-glove support to executives and leadership

Prioritize VIP tickets and deliver prompt, professional service

Maintain confidentiality and professionalism at all times

Maintain inventory of devices, peripherals, and accessories

Assist with hardware replacement (laptops, batteries, accessories)

Follow IT policies, security best practices, and documentation standards

Qualification

Windows supportMacOS supportMicrosoft 365Helpdesk experienceFreshserviceIntuneJAMFActive DirectoryCustomer service skillsConference room technologyCompTIA A+Network+Communication skills