IT Support Specialist

Job Summary

We are seeking an IT Support Specialist to facilitate the seamless delivery of IT services and help ensure that our operations meet high standards of performance, reliability, and customer satisfaction. This role combines hands-on IT troubleshooting, user support, and management of lab equipment and resources. This role will also assist with the management of IT service processes, optimizing service performance, and coordinating with cross-functional teams to meet the evolving needs of our clients and stakeholders. This role is based at our San Diego headquarters.

Key Responsibilities

• Act as the first point of contact for clients and key stakeholders, building relationships to understand their needs, provide regular updates, and address any issues.
• Provide technical support and troubleshooting for hardware, software, and network-related issues to end-users in a timely manner, escalating issues to other IT team members or vendors when necessary.
• Manage and prioritize incoming support tickets using the IT help desk system, ensuring consistent, reliable, and high-quality delivery of IT services that meet agreed-upon service level agreements (SLAs) and key performance indicators (KPIs).
• Provide support for on- and off-boarding employees, interns, and consultants.
• Create and maintain documentation, FAQs, and user guides to help end-users resolve common issues independently.
• Perform regular system updates, patches, and maintenance on end-user devices (PCs, laptops, printers, etc.).
• Install, configure, and maintain lab software and hardware, including PCs, servers, network devices, and peripherals.
• Analyze current service delivery processes, identify areas for improvement and potential risks, and suggest strategies to enhance operational efficiency, quality, mitigate disruptions and ensure business continuity
• Coordinate the implementation of changes to IT systems in collaboration with the IT team, ensuring that changes are communicated, scheduled, and executed smoothly.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience. 2-5 years of experience in IT help desk support and/or system administration.
• Experience with IT service management frameworks (such as ITIL) and familiarity with best practices in incident, problem, change, and service level management of 3rd party vendors.
• Experience assisting with IT Operations projects relating to the deployment of new technology, process improvement, and Information Security
• Working knowledge of Windows, macOS, Linux, and mobile systems. Experience with basic networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and wireless networks.
• Proficient in troubleshooting and resolving hardware and software issues on desktops, laptops, printers, and other end-user devices.
• Familiarity with ticketing systems (Jira, Zendesk) and remote desktop support tools.
• Strong communication skills, with the ability to explain technical issues to non-technical users in a clear and concise manner.
• Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced environment.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar.
• Experience with endpoint/device management solutions (e.g. Microsoft Intune, VMware Workspace ONE).
• Experience managing technology labs, including hardware and software deployment and maintenance.

Mission & Core Values

Our mission is to deliver better medicines through innovations in AI-based discovery technologies. We are committed to building an inclusive environment where a diverse group of talented humans work together to discover therapeutics and create technologies.

Pay and Benefits

We offer industry leading competitive pay, company paid healthcare, flexible spending accounts, voluntary life insurance, 401K matching, and uncapped vacation to our team. We are in a brand-new state-of-the art facility in beautiful San Diego with an onsite gym, dining, and easy access to great places to live and play.