IT Support Specialist

5 days ago

San Francisco, California, United States Sana Biotechnology, Inc. Full time
About the Role

Sana Biotechnology is a rapidly growing company that is revolutionizing the field of engineered cells as medicines. We are seeking a highly skilled IT Support Specialist to join our team in South San Francisco.

As an IT Support Specialist, you will be responsible for providing technical support to our employees, troubleshooting and resolving IT issues, and ensuring the smooth operation of our computer systems and applications. You will work closely with our IT Operations team to identify and resolve technical issues, and provide excellent customer service to our employees.

Key Responsibilities
  • Install and configure computer systems and applications within the company
  • Respond to customer inquiries and assist in troubleshooting and resolving IT issues (Tier 1, Tier 2, and light Tier 3)
  • Resolve endpoint technical issues related to network interruptions
  • Meet with employees in-person and virtually to analyze, troubleshoot and diagnose hardware and software issues. Investigate and troubleshoot issues and communicate with customers.
  • Assist management in creating training materials about hardware and software troubleshooting and usage
  • Train employees on technology including Zoom, Microsoft Office, laptops, desktops, tablets, core productivity software, and other hardware/software platforms
  • Monitor IT helpdesk for inbound support requests and process first-in, first-out based on priority with progress and completion notated accordingly.
  • Zoom, RingCentral and other video conference and telephony administration and troubleshooting.
  • Procure, configure, test and deploy new computers, services, storage devices, printers and other peripherals following standards and operational requirements.
  • Recover offboarded user hardware and deprovision accounts, access, and licensing.
  • Setup and maintain user access, email accounts, groups and security policies.
  • Repair and recover from hardware or software failures. Coordinate and communicate with affected end users.
  • Manage RMA process and third-party repair agents
  • When needed, create written documentation for help desk policy and procedure and hardware and software installation processes.
  • Contribute to team projects to bring new and/or enhanced functionality and services to our customers
Requirements
  • B.A./B.S. in Computer Science or related field
  • 5+ years experience working in a technical support role within a fast-paced environment
  • Minimum of 3 years of configuring and installing computer hardware and software
  • Deep experience in Microsoft Office 365 applications, Windows 10, and the Adobe Suite
  • Ability to make decisions independently in a fast-paced production environment
  • Ability to prioritize work based on business objectives
  • Excellent written and verbal communication skills
  • Demonstrate the ability to manage multiple and sometimes competing priorities and deadlines
  • Communicate and interact with internal and external stakeholders of all levels
  • Self-starter who can see a need and meet that need
  • Deadline driven while maintaining a high level of customer service
Preferred Qualifications
  • A+, Network +, or other IT industry standard certifications
  • Experience troubleshooting integrated and interdependent computer systems
  • Cross platform troubleshooting and administration experience (PCs and Macs)
  • Service Management, Project Management, and Inventory Management (Physical + Digital) skills
  • Endpoint Management experience (ie. SCCM, InTune, Workspace One)
  • Experience in Life sciences, preferably in environmentally controlled (PPE required) spaces
What We Offer

Sana Biotechnology is committed to providing a workplace free of discrimination and harassment based on race, color, religion, age, gender, national origin, ancestry, physical or mental or sensory disability (including the use of a trained guide dog or service animal by a person with a disability), genetic information, actual or perceived HIV or Hepatitis C infection, medical condition (cancer or a record or history of cancer and genetic characteristics), marital status, sexual orientation, sexual preference, pregnancy (including childbirth and related medical conditions), disability, veteran status, political ideology, taking or requesting statutorily protected leave, status as a victim of domestic violence, sexual assault or stalking, or any other basis prohibited by applicable law.

We offer a comprehensive benefits package, including 100% coverage of employee health coverage, generous time-off, parental leave, short- and long-term disability, financial wellness programs, a 401(k) Plan, Employee Stock Purchase Plan, commuter subsidy and a variety of wellness offerings to support each person individually.

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