About the Role

What's an average day like?

The clients you’ll work with are primarily life sciences organizations and capital management firms (likely venture capital, private equity, or hedge funds). Pliancy prides itself on working with clients who respect our team and expertise. You will typically be integrated with your assigned client(s), focusing on meeting their IT operational needs. You’ll get to solve interesting, important challenges in collaboration with teammates who have a passion for technology and helping people. If you love innovating, building relationships, and socializing with fellow team members, you’ll love our culture.

A typical week is a mix of four-hour and eight-hour scheduled site visits consulting with your primary clients, researching solutions, implementing projects, using technology to improve processes and workflows, improving documentation, training users, and responding to ad-hoc requests. When not scheduled at your clients’ sites, you may drop in at the local office to collaborate with a coworker on pending issues. The remainder of the time is spent with the team on internal solutions, special projects, ticket escalations, and learning new technologies.

Who are we looking for?

You are passionate about technology and love learning new things. You’re an attentive, curious person who loves connecting with the people you support and working in a team environment. To you, clients are people, not just ticket numbers or cases to solve; you build relationships and, as a by-product, you build trust. Few things make you feel better at the end of a workday than helping your team work swiftly and efficiently toward a common goal. You look out for your clients and colleagues, and they’re grateful for your responsiveness. You enjoy solving business problems through the clever use of emerging technologies, often pioneering the adoption of new tools.

Responsibilities

• Drive the adoption of forward-thinking technology in rapid-growth environments
• Develop unique, cutting-edge solutions to business problems by leveraging technology
• Scope client solutions, identify the best option(s), and implement them within client environments
• Provide high-touch support to executives, executive assistants, and staff
• Troubleshoot day-to-day technical issues and assist with daily requests
• Manage IT operations for clients, including user administration and support
• Train users on and assist with the use of tools and technology to meet business needs
• Document assets, configurations, passwords, processes, etc. to ensure current and accurate records
• Assist with office moves, upgrades, and AV deployments

Requirements

Note: We will review and consider all applicants.

Should have

• Willing and able to commute within Boston
• 5+ years of general IT support experience
• Extensive macOS and Windows desktop experience
• Extensive M365 & Google Workspace administration experience
• MDM (device posturing) experience (Addigy, Intune)
• Working knowledge of Active Directory/Azure AD
• Experience with cloud ID services (Okta/DUO) and other MFA/SSO providers
• Experience with common SaaS Offerings (including, but not limited to, Microsoft365, Box, Dropbox, and Egnyte)
• Working functional knowledge of public cloud (AWS, Google Cloud, Microsoft Azure), with particular emphasis on IaaS and PaaS technology
• General understanding of network fundamentals and ability to configure GUI-based network hardware
• Excellent soft skills (relationship-building, communication, stress management)
• Experience supporting and communicating with executive teams
• Experience using professional skills to solve business needs independently
• Proven ability to learn new technologies quickly
• Troubleshooting experience (ability to work through issues methodically)
• Ability & willingness to properly document processes and assets
• A sense of pride and ownership in your work
• A team-centric mentality, with a focus on collaboration, communication, documentation, improving processes, and succeeding together
• Authorization to work in USA for any employer

Nice to Have

• Experience/familiarity with life sciences software (GraphPad, Schrödinger, MOE, etc.)
• Proficiency in BASH, ZSH, PowerShell, or equivalent scripting skills
• Ability to utilize APIs for data collection and employ programming languages for action (automation)
• Expertise in using profiles, open-source tools, or custom-built solutions for MDM customization
• Technology strategy and roadmapping skills: collating requirements from various business sectors to devise solutions and bridge knowledge gaps
• Experience initiating, monitoring, and otherwise managing projects of all sizes

Benefits

• Salary: $95,000–$115,000 per year, dependent on experience, plus a quarterly incentive pay program
• Healthcare: Premiums for our base-level healthcare plan are 100% covered for employees and 50% covered for dependents, with the option to upgrade plus optional dental and vision plans
• Company-funded HRA reimbursement account to help cover medical copays, deductibles, and coinsurance
• Employer-funded commuter benefits and mileage reimbursement
• 401(k) match offered to help you plan for your long-term future
• Unlimited PTO
• Paid leave for new parents, including adoptive parents, to support your family's growth
• Employee stock options so you can share in Pliancy's success