Senior Engineer, Service Desk at Verve Therapeutics, Inc.

The Position

Verve is looking for an experienced Senior Help Desk Engineer to join the IT department of a growing biotech. This individual will be responsible for providing tier 2 & 3 support for onsite and remote users in a mixed Windows/Mac environment. This key role will work closely with our Managed Service Provider (MSP) to ensure timely issue resolution. The ideal candidate has experience working in a fast-paced, multi-location, life sciences company, implementing and supporting IT, lab, GxP, and SOX regulated systems.

This position requires 5 days a week onsite in our beautiful office in the Fenway neighborhood of Boston. 

Job Responsibilities

• Serve as the primary on-site technical resource, escalation point, providing tier 2 and 3 support for all service desk tickets.
• Coordinate with the Sr. Manager of IT Operations to align team activities with organizational goals and IT strategies.
• Oversee the triaging of service desk tickets by the MSP, ensuring they meet or exceed established SLAs.
• Ensure full compliance with on-boarding and off-boarding policies and procedures.
• Collaborate with operations and application teams to ensure system documentation and support procedures are effectively designed and implemented.
• Identify technical/documentation gaps, provide training, and develop procedures, serving as the technical lead for junior staff.
• Administer Microsoft Intune and Autopilot to streamline device deployments, enforce security policies, and ensure proper device configurations organization wide.
• Utilize PowerShell for automation and efficient management of system tasks, such as user provisioning, configuration management, and reporting.
• Manage Azure AD, including user provisioning, group policies, and access control, to maintain a secure and organized directory environment.
• Implement Single Sign-On (SSO) integrations in Entra ID (Azure AD) and configure SCIM for automated user provisioning and deprovisioning across supported applications.
• Be available to work off-hours or weekends as needed to resolve critical system issues, perform maintenance, or ensure smooth project deployments.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in computer science or related field preferred but not required. 
  • At least 5 years of relevant experience within a regulated life sciences environment.
  • At least 2 years’ experience providing tier 1 operational support, preferably within a mixed operating system.
  • At least 2 years’ experience providing tier 2 operational support experience, with a strong understanding of technical troubleshooting and problem-solving techniques.
• Committed to staying current with IT trends, technologies, and best practices to address evolving technical challenges.
• Proficient in configuring Entra ID (Azure AD) conditional access policies to enforce security controls based on location, device health, and user identity.
• Experienced in diagnosing instrument communication in lab environments.
• Skilled in system imaging and deployment, including Microsoft AutoPilot.
• Excellent communicator, able to simplify complex technical concepts for diverse audiences.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Effective collaborator with IT teams and departments to achieve shared goals.
• Self-motivated with a strong ability to follow guidance from senior IT staff.
• Customer-focused, with a commitment to responsiveness and understanding end-user needs.
• Preferred certifications:
  • CompTIA A+
  • Microsoft Certified: Azure Administrator Associate
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Apple Certified Support Professional (ACSP)
  • CompTIA Network+
  • CompTIA Security+