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Sr. IT Support Specialist

Company: ArsenalBio
Location: Hayward
Posted on: November 17, 2022

Job Description:

ArsenalBio's mission is to develop efficacious and safe cellular therapies for patients with chronic diseases, initially cancer. Our products are being designed to herald the transition of adoptive cell therapy from a hospital based treatment to outpatient therapy, like most other cancer treatments. Arsenal Biosciences is seeking an experienced Senior IT Support Analyst. This role will focus on providing IT support to Laboratory Operations at Arsenal as well as broader support for R&D systems Arsenal Biosciences' growing research team in South San Francisco and Hayward, California while providing support to research and lab users who are working remotely. - In addition, you will partner and work with the front line of the IT support team and possess skills in the latest technologies including computer and A/V hardware, operating systems, enterprise productivity software, SaaS and endpoint management tools. Arsenal Biosciences's IT Department supports staff based in offices and laboratories in the US as well as remote employees. Arsenal Biosciences IT architecture is cloud-first, leveraging a set of integrated SaaS applications to provide a digital workplace for Arsenal Biosciences staff. What You Will Do:

  • Provide exceptional customer service and tech support to on site and remote users across all departments
  • Field incoming IT requests via IT Helpdesk ticketing system, messaging app, email or phone
  • Prioritize, schedule and complete IT support requests in a timely and efficient manner, including documenting all the steps that were taken to resolve issues
  • Provision user accounts for on premise and SaaS systems
  • Provision, maintain and troubleshoot Mac/PC laptops, PC desktops, tablets, printers, scanners and A/V equipment, including systems in conference rooms and labs
  • Manage and maintain operating system updates, security updates, software and driver updates to corporate devices -
  • Test new hardware and software additions according to corporate standards
  • Participate and execute on assigned projects and OKRs from start to completion
  • Interact with hardware and software vendors to ensure proper maintenance of corporate devices
  • Ensure inventory is at a healthy level and order hardware and software as necessary
  • Manage, install and configure software and policies via MDM
  • Follow established support policies, procedures and standard operating procedures
  • Coordinate, support and continuously improve employee onboarding
  • Support internal meetings, webinars and company All Hands events
  • Assist in development and documentation of systems, processes and procedures, including internal knowledge bases and training materials -
  • Keep current with the latest IT technologies and best practice guidelines
  • Develop and train end users on corporate software, SaaS and OS
  • Take part in on-call rotation support schedule What Will You Bring:
    • Bachelor's degree and/or equivalent experience
    • 4+ years of hands-on technical support experience in a corporate environment with over 150+ employees
    • Minimum 1 year experience with a MDM
    • Certified Apple Technician or have extensive knowledge in support of Apple products (macOS/iOS/iPadOS)
    • 2+ years of supporting Windows 7/10, including Active Directory experience -
    • 1+ years experience administering Workspace, any SSO system and Atlassian Confluence/JIRA
    • Bash or Python Scripting
    • Excellent written and oral communication skills
    • Networking and subnetting understanding
    • Ability to interpret complex technologies into simple concepts to end users
    • Experience working in a biotech/pharma/healthcare company or environment Bonus:
      • Knowledge in VMware Horizon
      • Experience working in a biotech/pharma/healthcare company or environment
      • Experience working with lab equipment like CRF's, NecleoCounter etc. What We Will Offer You: - ArsenalBio has a generous and comprehensive benefits package that includes but is not limited to medical, dental, and vision as well as mental health resources, virtual and telehealth options, coaching, infertility treatment, parental leave and health savings accounts. We also offer flexible work schedules and flexible time off, which includes two extra "Arsenal Days of Rest" every quarter for employees to recharge. - We have a robust mentorship program, and comprehensive development tools to help employees take control of their career paths and grow into their best selves. ArsenalBio believes in investing in the well-being of our employees - both at work and at home, as they are our greatest asset. They bring scientific talents in molecular biology, immunology, pharmacology, protein chemistry, computational biology, automation, genome engineering, software and other fields to make the future happen now. ArsenalBio prioritizes the providing of a safe and healthy workplace that is consistent with COVID-19 public health guidance and legal requirements. In order to protect our employees and visitors, we require all visitors (including candidates) and employees to present proof of being fully vaccinated against COVID-19 when coming onsite. We are committed to hiring the best talent from diverse backgrounds. A diverse workforce engenders richness of thought, creativity and discovery. We invite individuals who embrace intellectual achievement to bring their unique personal and professional journeys and together we will build transformative cell therapies for cancer patients. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. To all recruitment agencies: ArsenalBio does not accept agency resumes. Please do not forward resumes to our jobs alias, or ArsenalBio employees. ArsenalBio is not responsible for any fees related to unsolicited resumes.

Keywords: ArsenalBio, Hayward , Sr. IT Support Specialist, Other , Hayward, California

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