Lab-IT Engineer / IT Coordinator / IT Business Analyst

Role: IT Coordinator / IT Business Analyst

Location: Waltham, MASSACHUSETTS

Position Summary

We are seeking a highly skilled and motivated IT Coordinator / IT Business Analyst with expertise in laboratory systems, AV technologies, and Atlassian Jira support. This role will report to the Regional Technical Support Manager and function as a Senior Technical Support Analyst, providing end-to-end technical support, AV event management, and collaboration tool administration in a dynamic, global workplace environment.

Key Responsibilities

• Provide technical support through multiple channels (Email, Slack, Jira, and in-person), with a focus on macOS/Apple hardware, AV systems, and SaaS applications.
• Manage relationships with internal tech teams, vendors, and technicians, serving as an escalation point for troubleshooting and system repairs.
• Coordinate with integrators and vendors for office builds, system refreshes, and maintenance.
• Plan and support the AV component of major shows and events (on-site and off-site) using Zoom Webinars and related technologies, including coordination with external production crews.
• Mentor junior team members and share knowledge across a globally distributed IT support team.
• Create, maintain, and publish technical documentation in Atlassian s IT Knowledge Base.
• Oversee device lifecycle management: onboarding/offboarding, hardware delivery, sanitization, and redeployment.
• Support and troubleshoot conference room systems, networking infrastructure, event spaces, and printers.
• Act as a subject matter expert for workplace collaboration tools and end-user support services.

Qualifications

Required:

• 6+ years experience in corporate IT technical support, including face-to-face end-user support (macOS, AV, collaboration tools, ticketing systems).
• Strong customer service and problem-solving skills.
• Experience troubleshooting macOS and Windows laptops (remote and onsite).
• Expertise with SaaS tools: Google Workspace, Jira, Confluence, Slack, Zoom, and Okta.
• 3+ years experience with Mobile Device Management (Jamf, Omnissa Workspace ONE).
• 3+ years experience in corporate AV engineering (conference rooms, town halls, digital signage, studios).
• Advanced knowledge of video conferencing technologies (Zoom Rooms, Neat hardware, QSYS, etc.).
• Familiarity with ITIL framework, ITSM tools (Jira Service Management, ServiceNow).
• Experience with SSO/Okta implementations for SaaS apps.
• Strong written and verbal communication skills, with the ability to simplify technical issues for all audiences.
• Self-starter, able to work independently or in a distributed team.

Preferred:

• 2+ years in inventory and vendor management.
• Hands-on experience with IT/AV office builds, maintenance, and refreshes.
• Relevant certifications (ACSP, ITIL, MCSE/A, CCNA, Google IT Support, Jamf, etc.).
• AV certifications (CTS, Dante, QSYS, etc.).

Key Attributes

• Passion for end-user support and AV technology.
• Enthusiastic, innovative, and eager to learn.
• Strong collaboration mindset with ability to deliver under deadlines.