IT Support Technician I

At Adaptive, we’re Powering the Age of Immune Medicine.   Our goal is to harness the power of the adaptive immune system to transform the way diseases are diagnosed and treated.

As an Adapter, you’ll have the opportunity to make a difference in people’s lives. With Adaptive, you’ll create a career highlightthrough collaboration with bright, curious colleagues working at the apex of innovation and application.

It’s time for your next chapter. Discover your story with Adaptive.

Position Overview

The IT Support Technician I provides front-line end-user support to Adaptive employees, including onsite and remote users.  In this role, you will serve as a key point of contact for end users, assisting with hardware, software, mobile devices, Microsoft 365, and other workplace technologies while following established support processes and procedures.

Working as part of the IT Support team, you will troubleshoot and resolve routine technical issues, document your work in the IT service management system, and escalate more complex issues when needed. You will also assist with workstation deployments, inventory management, user onboarding and offboarding activities, and ongoing improvements to support documentation and processes.

This role is ideal for someone who enjoys helping others, has a strong interest in technology, and is looking to build a foundation in IT support, troubleshooting, and enterprise technology operations.

Key Responsibilities and Essential Functions

• Provide front-line technical support to employees by responding to incidents and service requests in a timely and professional manner.
• Troubleshoot and resolve common hardware, software, mobile device, and peripheral issues, escalating more complex issues when appropriate.
• Support Mac and Windows workstations, Microsoft 365, Teams phones, and other approved workplace technologies.
• Manage assigned tickets through fulfillment or escalation while maintaining accurate documentation and user communication.
• Assist with workstation deployments, equipment moves, onboarding and offboarding activities, and other end-user support tasks.
• Follow documented processes to support user access management and maintain compliance with company policies and security requirements.
• Maintain accurate inventory records for company hardware and related assets.
• Contribute to support documentation and knowledge articles to improve the employee support experience.
• Identify opportunities to improve support processes, documentation, and service delivery.
• All other duties as assigned.

Position Requirements

Required:

• High school diploma or equivalent required
• 1+ year(s) of related experience
• Strong customer service mindset with a willingness to help others.
• Basic understanding of computer hardware, operating systems, and common business applications.
• Some technical support experience, coursework, internship experience, hands-on lab experience, or equivalent practical exposure.
• Ability to follow documented procedures and ask questions when clarification is needed.
• Strong attention to detail and ability to manage assigned work in a timely manner.
• Clear verbal and written communication skills, including the ability to explain basic technical information to non-technical users.
• Ability to work well in a team environment and accept coaching and feedback.
• Demonstrated willingness to learn new technologies, troubleshooting methods, and enterprise support processes.

Preferred:

• CompTIA A+, Network+, or similar entry-level certification.
• Experience supporting Mac and/or Windows devices.
• Basic understanding of computer networking concepts.
• Familiarity with Microsoft 365 for Windows and Mac platforms.
• Exposure to Active Directory, Entra ID, or similar identity/access tools.
• Previous experience using ServiceNow or another ITSM/ticketing system.
• Experience providing customer service in a professional, retail, help desk, or technical environment.

Working Conditions

Climate-controlled office environment, with occasional work in biological laboratories.

On-Site position

Physical Requirements

Able to lift 15+ pounds

Sufficient dexterity to assemble/repair computer hardware, peripherals, and associated furniture.

Compensation

Hourly Rate: $27.17 - $40.72

Possible “other compensation” elements to include:

• equity grant
• bonus eligible

ALERT:Malicious groups posing as Adaptive employees have recently used fraudulent email aliases to extend employment offers, provide fake documents, and request sensitive personal and financial information. Legitimate Adaptive employment opportunities are initiated through our careers page and extended after multiple interviews with verified employees. Adaptive does not ask new hires to purchase anything out-of-pocket, including home office supplies and equipment. 

Interested in this position, but don’t meet all the requirements?  Adaptive is committed to building diverse, equitable, and inclusive teams across our organization.  Please consider applying even if your experience doesn’t match all the qualifications; you may be the exact candidate we’re searching for!

Adaptive is not currently sponsoring candidates requiring work authorization support for this position.

Adaptive’s posted compensation information includes a base salary (or hourly rate) range and summary of other available total compensation. The base salary range represents a minimum-to-maximum salary (or hourly rate) available to candidates upon extension of offer. Base salary is thoughtfully considered upon offer and is determined through multiple evaluation checks throughout the interview process, including: a candidate’s ability to meet minimum qualifications (skills/experience/education), a candidate’s ability to thoughtfully address preferred qualifications, current market conditions, and internal pay equity. Listed base salary is exclusive of bonus, commission, equity, differential pay, benefits, and other incentives.

Adaptive's benefits at-a-glance.

Adaptive Biotechnologies is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. Please refer the “Know Your Rights: Workplace Discrimination is Illegal” Poster  for more information. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected].

If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please e-mail [email protected]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

NOTE TO EMPLOYMENT AGENCIES: Adaptive Biotechnologies values our relationships with our Recruitment Partners and will only accept resumes from those partners who have active agreements with Adaptive. Adaptive Biotechnologies is not responsible for any fees related to resumes that are unsolicited or are received by any employee of Adaptive Biotechnologies who is not a member of the Human Resources team.