IT Support Specialist

Responsibilities

Provide responsive Tier I and Tier II technical support to employees across the organization, including troubleshooting hardware, operating systems, applications, networking, peripherals, and user access issues.
Serve as a primary point of contact for day-to-day IT support requests, providing professional, timely, and customer-focused service to all users.
Diagnose and resolve desktop, laptop, mobile device, printer, conference room, and peripheral issues, escalating more complex issues to appropriate internal or external resources when necessary.
Manage and maintain IT support tickets with clear and complete documentation of the issue, troubleshooting steps, resolution, and follow-up actions.
Provision, configure, image, deploy, and refresh Windows workstations and other end-user computing equipment.
Perform routine maintenance, troubleshooting, and lifecycle management of computers and IT equipment, including hardware replacement and system refreshes.
Support Microsoft 365 applications and other business-critical SaaS applications, including troubleshooting user access and application issues.
Assist with user account provisioning, access changes, password and authentication issues, and other basic identity and access management activities in accordance with company policies.
Support IT needs associated with laboratory systems, equipment, and software applications in collaboration with research, technical operations, quality, and external vendor teams.
Troubleshoot connectivity, workstation, application, and peripheral issues associated with laboratory systems and coordinate with vendors when specialized support is required.
Follow established procedures for IT support of systems operating in a regulated or controlled environment, including appropriate documentation, change management, and escalation practices.
Assist with IT asset management, including equipment inventory, deployment, replacement, and retirement.
Assist with development of user guides, knowledge articles, and training materials related to common IT systems and troubleshooting.
Identify recurring issues and proactively recommend improvements to IT processes, systems, and end-user experience.
Participate in IT projects and other initiatives as needed, with the flexibility to work across a broad range of responsibilities in a growing biotech environment.
Maintain awareness of IT security best practices and assist with implementation of company policies related to endpoint security, access control, data protection, and acceptable use.

Qualifications

Minimum 2 years of experience providing desktop, service desk, or end-user IT support in a professional environment.
Experience supporting a biotech, pharmaceutical, life sciences, or healthcare company is strongly preferred.
Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent combination of education, certifications, and hands-on experience.
Strong background supporting Microsoft Windows desktop environments, preferably Windows 11 Enterprise, and Microsoft 365 applications.
Familiarity with endpoint management, device management, identity and access management, and IT service management/ticketing systems.
Experience supporting SaaS applications and troubleshooting user access and authentication issues.
Experience working with laboratory systems, scientific instruments, and vendor-supported applications is highly desirable.
Understanding of IT support practices in a regulated or controlled environment is a plus, including documentation, change control, and working within established procedures.
Strong customer service orientation with the ability to listen, diagnose problems, and explain technical concepts clearly to non-technical users.
Excellent verbal and written communication skills.
Demonstrated ability to work independently, exercise sound judgment, and proactively identify and resolve problems.
Strong organizational skills with the ability to prioritize multiple support requests, projects, and competing deadlines.
Collaborative team player who is willing to take on responsibilities outside of a narrowly defined job scope in a small, fast-paced organization.
Relevant technical certifications such as CompTIA A+, Network+, Microsoft certifications, ITIL, or equivalent credentials are preferred.

Working Conditions & Physical Requirements

Subject to extended periods of sitting and standing, vision to monitor, and moderate noise level. 
Onsite work at our headquarters and laboratory facilities in San Diego, CA.  

Compensation

The salary offer will be based on a variety of factors, including level, experience, qualifications, internal equity, and location.
Fate offers a competitive employment package that includes an annual bonus, equity, and a generous benefits package.
The anticipated hourly range for this role is $30.00 - $35.00.