Helpdesk Technician

The Position

The Help Desk Technician will manage end user services for the San Diego site. The environments are a blend of offices, labs and GxP facilities. This role will also assist in supporting current IS Laboratory Operations for all lab computer solutions for the research community at large. As Arrowhead rapidly grows, there is an increase in critical laboratory instrumentations that require interfacing with Arrowhead infrastructure.

Responsibilities

• Provide smooth instrument operations in all Arrowhead research sites.
• Work with Research Informatics and the greater IS & Informatics team to remove roadblocks and continue its growth as a high-performing team.
• Be a main point of contact and facilitator for all instrument computer systems related activities, not including functions and operation of instruments.
• Work with Information Security to maintain instrument PC patching and testing of patches as required.
• Administrate and manage users on required systems.
• Develop instrument automation processes as necessary by user requirements and needs.
• Apply industry level Agile Project Management and Software Development Life Cycle (SDLC) Practices to manage installations and systems.
• Triage incoming support requests and assigns to appropriate team members.
• Oversee the onboarding and initial technology training of new Arrowhead employees.
• Ensure customer service is timely and accurate.
• Analyze and perform advanced maintenance and repairs of personal computer hardware, software, and peripherals for enterprise customers, including remote users and sites.
• Oversee the PC life cycle – forecasting, purchasing, imaging, deploying, migrating, and retiring PCs.
• Maintain current knowledge of Windows 11, MacOS, and Office 365.
• Support and troubleshoot video conferencing issues (Teams and Zoom) on PCs and in conference room environments.
• Active Directory administration of individual and group accounts.
• Maintaining accurate and up-to-date equipment inventory and configuration details.
• Support software asset management including license compliance and configuration management and responds to audit inquiries regarding software licensing.
• Assist in problem management efforts as needed. (e.g., service outages)
• Work closely with Information Systems & Informatics business partners in support of labs, in particular the Benchtop Support team.

Requirements

• Technical degree in an information technology related field.
• 1+ years of experience working with instrument systems.
• Experience and knowledge in Windows OS, AWS cloud instance deployments, Active Directory, Systems Security, Systems Architecture, PC Hardware interfaces, Network
• 1–3 years in a help desk or desktop support role in a Windows enterprise environment.
• Hands on experience with Active Directory and Microsoft Entra ID for identity and access tasks.
• Practical knowledge of Microsoft Intune for device enrollment, policy management, app deployment, and compliance.
• Proficiency with Windows 11, Microsoft 365 apps, and common endpoint drivers/peripherals.
• Familiarity with PowerShell for routine administrative tasks (e.g., querying AD users/groups, basic Intune/Graph scripts).
• Solid grasp of TCP/IP fundamentals, DNS, DHCP, and Wi Fi troubleshooting.
• Strong communication skills; ability to explain technical topics to non-technical users.

Preferred

• Bachelor's degree in Computer Science or a related field
• CompTIA A+, Network+, or Microsoft Certified: MD 102 (Endpoint Administrator)
• Scripting beyond fundamentals (PowerShell modules like Az, MSGraph, Intune).
• Exposure to Exchange Online, Teams telephony, Bitlocker and OneDrive sync conflict resolution.
• Knowledge of Entra ID Connect / Cloud Sync concepts and hybrid identity basics.
• Familiarity with MacOS basics and mobile device management (iOS/Android) within Intune.