Job Details

Job Title: Lead Desktop Support
Job Location: San Carlos, California 94070 (1 day onsite, 4 days remote)
Onsite Requirements:

• MDM tools (e.g., Intune), Okta or other SSO platforms, and ticketing systems like Fresh service
• Previously supported IT operations in a biotech, pharma, or similarly regulated environment
• Led or coordinated any IT infrastructure or desktop-related projects at a growing company or startup

Job Description:
Responsibilities:

• Serve as the primary IT point of contact in the office, providing high-touch, professional, and user-focused support to staff at all levels
• Provide timely, professional, and effective technical support to end-users, ensuring minimal disruption to business operations
• Demonstrate a strong customer service mindset by actively listening, empathizing with users, and communicating clearly, even in high-pressure situations.
• Troubleshoot and resolve hardware, software, and connectivity issues, escalating when necessary to ensure resolution
• Onboard new users ensuring a seamless IT experience from day one
• Lead and coordinate IT projects at the site, working with other IT teams, ensuring successful implementation
• Install, configure, and maintain computer systems and peripherals
• Respond to user inquiries and resolve technical problems in a timely manner
• Assist with the setup and configuration of audiovisual equipment for meetings and events
• Collaborate closely with other IT team members to maintain consistent, high-quality service across all systems
• Assist with software and hardware upgrades and deployments
• Maintain accurate records of technical support requests and resolutions in ticketing system
• Proactively identify opportunities to improve user satisfaction, system reliability, and support efficiency
• Stay updated on emerging technologies and best practices in IT service and support
• Provide on-call service during business hours when not on-site

Qualifications:

• Associate degree or equivalent in information technology or a related field
• Minimum of 5 years of experience in IT support or a similar role for biotech or pharma companies
• Strong knowledge of computer hardware, software, and operating systems
• Proficient with Microsoft Suite (Outlook, Teams, Sharepoint, OneDrive, etc.), MDM system (e.g. Intune), Ticketing System (e.g. FreshServices), SSO (e.g. Okta, Microsoft Entra ID), data storage (e.g. AWS), AV systems, Zoom
• Excellent communication and customer service skills
• Strong problem-solving and analytical abilities
• Ability to work independently and prioritize tasks effectively

• **3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.
• This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future**