Desktop and Field Sales Support Specialist

About the role

The hire will own end to end desktop and field IT support for the entire Cogent Biosciences organization with a focused responsibility on the Commercial sales team. They will own root cause analysis for all hardware and software issues on Windows and MacOS devices across both office and remote environments. The role owner will act as the primary IT contact for the Commercial field operations team and respond with urgency to all support requests. They will prepare, image, and deploy new computers while managing the full device lifecycle and maintaining accurate inventory. The hire will train and onboard new staff on IT systems, tools, and security best practices to ensure consistent standards. Every interaction will emphasize cybersecurity awareness and promote safe computing practices among all staff members. Each day will include documenting solutions and procedures to build a robust internal knowledge base.

Key facts

What you'll do

• Provide exceptional IT support to local and remote staff with an emphasis on root cause analysis rather than simple break-fix interventions.
• Manage and resolve requests from the IT service desk queue with urgency and professionalism while maintaining high standards of communication.
• Diagnose and troubleshoot hardware and software issues on Windows and MacOS devices across diverse user environments.
• Prepare and deploy new computers including imaging, configuration, and installation of required applications in a timely manner.
• Train and onboard new staff on IT systems, tools, and best practices to accelerate their productivity and confidence.
• Support conference room audio visual systems, hybrid meeting setups, and video conferencing tools including Zoom and Microsoft Teams.
• Maintain accurate inventory of all IT equipment and peripherals to ensure visibility and control.
• Promote and model cybersecurity awareness and safe computing practices among all staff members at all times.
• Collaborate on IT initiatives and contribute ideas to adhere to and continuously improve processes and services.
• Document solutions and procedures to build a comprehensive knowledge base that helps the entire team succeed.
• In collaboration with the Commercial field operations team, act with a sense of urgency and provide exceptional IT support for field staff.
• In collaboration with the internal IT team, ensure the Commercial field team has the necessary IT services, hardware, and software to perform their roles effectively.
• Be the primary IT support contact for the Commercial field team and serve as a trusted technical advisor.
• Fulfill IT requests submitted by the Commercial field team through established channels and workflows.
• Troubleshoot tickets submitted by the Commercial field team using structured diagnostic and problem solving methods.
• Adhere to established IT Help Desk best practices and incident and problem management procedures on a daily basis.
• Document Commercial field specific solutions and procedures to preserve institutional knowledge and improve future responses.

Requirements

• Experience working in biotech, pharmaceutical, or life science industry is preferred as a background qualification.
• Excellent customer service skills with demonstrated ability to handle sensitive and high priority requests.
• Experience supporting a Commercial sales field team in a previous role or through similar responsibilities.
• Hands on experience working on a help desk and as a desktop support specialist in live environments.
• Associate degree in IT, or a related technical field, or equivalent experience that demonstrates relevant competency.
• Technical training or experience in troubleshooting hardware and software issues across Windows and MacOS platforms.
• Familiarity with common endpoint management practices and tools used in enterprise environments.
• Strong verbal and written communication skills for collaborating with cross functional stakeholders.
• Ability to work independently and as part of a team in a fast paced, dynamic biotechnology setting.
• Willingness to learn internal tools, processes, and technologies quickly to support evolving business needs.
• Commitment to following established IT processes while seeking constructive improvements where appropriate.
• Professional demeanor and reliability when managing multiple requests and competing priorities.
• Understanding of basic cybersecurity principles and willingness to apply them in daily work activities.

Practical notes

• On-site role based in Waltham, Massachusetts requiring full availability during standard business hours.
• This position is not a remote role and requires presence at the designated office location.
• Hours of operation are not specified beyond the expectation of full-time engagement during standard business hours.