IT Helpdesk and Infrastructure Support

Location: South San Francisco, CA, 94080

Job Type: Full Time

Work Type: On-Site

• Onsite Vendor Governance: Acts as the direct daily manager and technical escalation point for the two outsourced MSP staff augmentation FTEs, ensuring accountability and SLA compliance.
• Complex Infrastructure Ownership: Owns local network, server, and core infrastructure management, keeping high-level architectural knowledge in-house rather than solely with the vendor.
• Ticket Quality Gatekeeper: Reviews local tickets completed by the MSP to verify that technical troubleshooting meets strict internal standards before closing.
• Blocker Resolution: Oversees and resolves issues when the MSP encounters blockers, stepping in as the technical authority when vendor troubleshooting stalls.

• Privileged Identity Administration: Executes high-risk identity and access management (IAM) changes in validated systems, keeping sensitive administrative keys away from outsourced staff.
• Local GxP Asset Stewardship: Manages the deployment, tracking, and physical security of regulated laboratory or manufacturing computer terminals that require strict data integrity controls.
• Validated Backup Verification: Performs and documents the technical data restoration tests required by GxP regulations to prove backup validity, a task that cannot be fully outsourced.

• Onboarding & Offboarding Anchor: Drives the operational workflow for employee lifecycles, ensuring the outsourced staff executes tasks securely, accurately, and on time.

•  On-Site Emergency Response: Serves as the permanent, internal point of contact for critical local infrastructure failures, eliminating vendor response-time delays during outages.

• Direct End-User Troubleshooting: Provides hands-on Windows PC and Mac troubleshooting, including hardware, software, and network-related issues.
• Employee Relationship Building: Builds trusted working relationships with employees by providing patient, responsive, and respectful hands-on support while communicating clearly and following issues through to resolution.

• Full Asset Lifecycle Ownership: Manages the complete IT asset lifecycle across the organization, not limited to regulated laboratory or manufacturing terminals.
• Hardware Lifecycle Execution: Handles hardware receiving, tagging, inventory, assignment, recovery, reconciliation, repair, replacement, and retirement.

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 3–5 years in IT infrastructure/helpdesk support, with direct exposure to regulated environments (GxP, 21 CFR Part 11, or similar)
• Hands-on experience managing local network, server, and infrastructure environments
• Experience managing or supervising MSP/staff-augmentation resources, including SLA and ticket-quality oversight
• Working knowledge of IAM/privileged access administration in validated systems
• Familiarity with backup/restoration testing and data integrity requirements in GxP environments
• Strong communication skills, with the ability to work cross-functionally with both technical and non-technical stakeholders
• Relevant certifications a plus (A+, Network+, Security+, or similar)

• Experience in a clinical-stage biotech, pharma, or life sciences environment.
• Prior experience supporting laboratory or manufacturing environments with regulated computer systems.

• Familiarity with regulatory requirements and industry standards related to documentation control.

Work Environment

This is an on-site position based in South San Francisco, CA. The role requires collaboration with various departments and adherence to company policies and procedures.