IT Support Analyst

Van Andel Institute (VAI), a world-class biomedical research institute, located in Grand Rapids, Michigan, is dedicated to improving human health. We are pioneers in the fight against cancer, Parkinson's, and other diseases. We are committed to inspiring the next generation of scientists and educators.

Van Andel Institute is seeking a motivated and curious IT Support Analyst to join our collaborative IT infrastructure team. This is an excellent opportunity for an early-career IT professional who wants to build hands-on experience in a mission-driven research environment supporting world-class biomedical science and education.

If you are someone who enjoys solving technical problems, learning from experienced IT Analysts, and contributing to a team that values reliability and innovation, we encourage you to apply.

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What You’ll Do

• Provide first-level technical support for desktops, laptops, peripherals, and standard applications used across research and administrative teams

• Troubleshoot routine hardware, software, and connectivity issues using established procedures; escalate complex or research-impacting issues as needed

• Install and configure standard applications and devices for office and laboratory environments

• Log, track, and update incidents and service requests in the IT service management system, ensuring timely resolution and accurate documentation

• Assist with workstation setup, equipment deployment, and office or lab moves

• Assist with procurement of computer hardware, peripherals, and software by preparing requests, coordinating with vendors or procurement, and ensuring alignment with Institute standards

• Follow established IT procedures, security protocols, and data handling standards

• Communicate clearly with users to gather information, provide updates, and ensure resolution of issues

• Document solutions and contribute to knowledge base and support materials

• Collaborate with team members and seek guidance to complete assigned tasks and build technical skills

• Participate in training and development to increase technical knowledge and understanding of research support needs

• Perform all other duties as assigned

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What You’ll Work With

· IT ticketing systems

· Asset tracking systems

· 3rd party vendors to procure new computer hardware, peripherals, and software licenses

· Computer management systems (Jamf, Intune, etc.)

· Secure environments supporting sensitive research data

· A small, highly collaborative service desk team where everyone contributes

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What We’re Looking For

Required Qualifications:

· Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience)

· 0–2 years of relevant experience in IT support or a related role

· Knowledge of computer operating systems support (Windows and MacOS)

· Familiarity with office productivity tools (Office365 suite and Adobe Creative Cloud)

· Strong troubleshooting mindset and willingness to learn

· Excellent communication, customer service, and documentation skills

Preferred Qualifications:

· CompTIA A+ certification

· Familiarity with ticketing or IT service management systems

· Experience in a research, healthcare, or higher education environment

· Basic understanding of computer network concepts

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Compensation and Benefits:

All full-time employees of Van Andel Institute are eligible for benefits, effective Day One! VAI offers a competitive benefits package.

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YOUR NEXT STEPS:

If you are a person who has demonstrated success in these areas, we would love to have a conversation with you! The first step in beginning this conversation is starting your application.

In your application, provide the following in a single combined pdf:

• cover letter outlining why you are interested in this role and how this position aligns with your goals.

• current resume

• names and contact information of 3 professional references (we will check with you before checking references)

About Van Andel Institute

Established in Grand Rapids, Michigan, in 1996 by the Van