Responsibilities
- Serve as the dedicated, primary technical point of contact for the main College Park office, providing scheduled, expert support visits to two satellite lab locations in the region.
- Deliver hands-on Level 2 support, specializing in the timely diagnosis and resolution of all hardware, software, connectivity, and printer issues for local staff.
- Own the complete local IT inventory lifecycle, including the provisioning, maintenance, and retirement of all end-user hardware (laptops, monitors, peripherals), while ensuring continuous stocking of essential IT supplies.
- Provide dedicated operational and technical support for IT equipment within critical laboratory environments.
- Manage the setup, operation, and ongoing support of all conference room A/V equipment and provide reliable, on-the-spot support for meetings and occasional company-wide events.
- Serve as the primary contact for lab IT support, including setting up new lab workstations (imaging and baseline), deploying standard configurations via playbooks, and maintaining a test workstation for pre-production changes.
- Set up permissions for lab workstations to securely access IonQ data (e.g., shared drive, Confluence).
- Assist with deploying necessary lab network services (e.g., DNS server, Synology/shared drive configuration).
- Coordinate and perform routine maintenance, including monthly software updates and reboots for lab workstations, in coordination with research teams.
- Update and write guides for recurring lab IT tasks (e.g., remote connection, SSH, file sharing).
- Perform foundational network troubleshooting for common issues related to VPNs, switches, firewalls, and wireless access points (APs).
- Serve as the local technical liaison, escalating complex network issues to the core engineering teams and coordinating local efforts.
- Assist the network engineering team with the physical installation and de-installation of networking gear (e.g., racking/stacking switches, and deploying APs).
- Actively participate in assigned internal corporate IT projects, such as system upgrades, security initiatives, and documentation/process standardization improvements.
- Travel occasionally to new or acquired satellite locations to execute the foundational installation of desktops, networking gear and audio/visual equipment.
Requirements
- 6+ years of experience in a System Administrator, Desktop Support, or Helpdesk role.
- Demonstrable experience providing hands-on, end-user technical support in a corporate environment.
- Proficiency with Windows, Linux, and macOS operating systems.
- Experience administering SAML-based SaaS Apps (Okta, Entra, Jumpcloud).
- Supporting cloud-based productivity applications (M365, Google Workspace).
- Solid understanding of basic networking concepts (TCP/IP, DHCP, DNS) and experience with basic troubleshooting of network devices (switches, firewalls, Wi-Fi).
- Experience with A/V setup and support for modern video conferencing solutions (e.g., Zoom Rooms, Google Meets, Microsoft Teams Rooms).
- Strong organizational skills and experience with inventory management and asset tracking.
- Excellent written and verbal communication skills, with a focus on customer service and clear technical documentation.
- Must be able to work on-site full-time in the College Park office.
Nice to Have
- Experience in a rapidly growing environment or a technology-focused company.
- Certifications such as CompTIA Network+, CompTIA Security+, or Cisco Certified Network Associate (CCNA) are a plus.
- Demonstrable experience with Configuration Management tools (e.g., Ansible, Puppet, Chef) or scripting/automation (e.g., Python, Bash).
- Experience in a rapidly growing, technology-focused company or lab environment.
- Prior experience supporting research or engineering teams with custom lab software.
- Keep lab playbooks up to date and evaluate replacements for existing Ansible playbooks used for setting up new workstations and developer desktops.
- Interface with the security team to ensure compliance.
- Prior experience with IT support for M&A activity.
Work Arrangement
On-site — College Park, Maryland
Additional Information
- Location: This role will be based in our College Park office and may require after-hours support.
- Travel: Up to 10%.
