The IT Engineer is the primary point of contact for all end-user IT support across a 250-person quantum R&D organization. You will support a technically diverse workforce spanning quantum physicists, semiconductor Fab operators, hardware and software engineers, and corporate staff — each with distinct tools, workflows, and levels of urgency.
This is not a conventional helpdesk role. The environment includes an active semiconductor fabrication line, multiple dilution refrigerators running continuously, and research infrastructure that cannot tolerate unplanned downtime. You will need to understand enough Fabrication/Lab environments to triage intelligently, escalate correctly, and communicate clearly under pressure.
Key Responsibilities
Act as the first point of contact for all IT incidents and service requests via the Jira Service Management ticketing system — prioritizing and managing a ticket queue to meet SLA targets.
Diagnose and resolve hardware, software, network connectivity, and account issues for users across all departments.
Back up and restore systems and data using Acronis or equivalent backup software.
Support Windows and macOS endpoints; familiarity with Ubuntu is helpful but not required.
Process access requests in accordance with the company's IT policies, escalating any requests involving sensitive data or restricted software to the IT team before acting.
Manage IT inventory — track stock levels, order equipment to replenish supply, and maintain a buffer sufficient to support onboarding and break-fix needs without delay.
Provision and deprovision user accounts across Okta, Active Directory, Azure AD, and application platforms.
Plan and execute hardware refresh cycles, tracking device age and lifecycle status to keep the fleet within supported standards.
Manage MFA enrollment, resets, and exceptions with appropriate authorization.
Prepare and image laptops and workstations ahead of new hires' start dates.
Run IT onboarding sessions to get new employees set up and productive on day one.
Execute IT offboarding procedures and checklists, including account suspension, device recovery, and data preservation.
Respond to first-line alerts from Fab/Production monitoring systems — log, triage, and escalate to the Facilities, IT/Infra team, or on-call engineer as appropriate.
Support the Fab/Production Tool owner and associated external vendors on Fab/Production cleanroom equipment issues, coordinating on cross-over IT problems.
Manage monthly/update patches release, endpoint/device management platforms — WSUS, Microsoft Intune (Windows) and Jamf (macOS) — including configuration profiles, software packaging/deployment, and endpoint security baselines.
Key Selection Criteria
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IT Support Skills
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Okta, Google Workspace, Slack, M365 and with broader SaaS and identity management across core business platforms — user provisioning, license management, and access control. Strong customer service orientation, with the ability to communicate clearly and patiently with end users across technical and non-technical backgrounds.
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Technical Breadth
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Supporting Windows 11 and macOS. Some knowledge of Windows Server fundamentals and core system administration tasks (user/group management, patching, basic server maintenance). Experience with WSUS, MDT, Active Directory, Jamf, M365, and other MDM; Common enterprise ticketing platforms (Jira Service Management or equivalent)
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Endpoint & Device Management
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Hands-on experience with device management platforms — Microsoft Intune (Windows) and Jamf (macOS). Experience with inventory software such as SnipeIT or an equivalent. Comfortable managing enrollment profiles across a mixed-OS fleet. Some knowledge of anti-malware tools.
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Hardware Skills
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Able to image, configure, and troubleshoot laptops, workstations, and basic server hardware independently. Comfortable replacing components and managing warranty and repair workflows.
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Networking Fundamentals
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Basic-level networking knowledge (e.g., TCP/IP, DNS, DHCP, VLANs, VPN) sufficient to diagnose and escalate connectivity issues.
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Required Qualifications
3–5 years of experience in IT support, system administration, or technical support roles.
Strong troubleshooting skills with Windows and macOS.
Experience with WSUS, MDT, Jamf, Intune, Active Directory, Okta, Google Workspace, and identity management.
Familiarity with network troubleshooting (DNS, TCP/IP, VLANs, firewalls, VPNs).
Some understanding of cybersecurity practices and endpoint protection.
Ability to work independently, triage, and resolve IT issues.
Good communication and documentation skills.
Desirable (not required)
Some knowledge of PowerShell for automating routine administrative tasks. Bash or Python a plus.
Experience supporting scientific or engineering software: EDA tools (Cadence, Synopsys), Python/MATLAB/LabVIEW environments, or instrument control software.
Familiarity with ITSM frameworks (ITIL Foundation or equivalent).
Prior experience in a manufacturing, pharmaceutical, or research facility with cleanroom or controlled-environment awareness.
Understanding of basic cleanroom protocols and ESD awareness; some support calls will require entry to controlled areas.
Preferred Qualifications
Associate’s or Bachelor’s degree in IT, Computer Science, or a related field.
Certifications such as CompTIA+, Linux+, Microsoft Azure, or Cisco CCNA.
Experience working in research, scientific, or quantum computing environments.
