IT Helpdesk and Infrastructure Support

Neurona Therapeutics•South San Francisco, CA

23h•Onsite

About The Position

This is an on-site, full-time role in South San Francisco, CA, focused on IT Helpdesk and Infrastructure Support. The position serves as a key leader for on-site IT operations, acting as the central escalation point for outsourced Managed Service Provider (MSP) resources. The role involves direct ownership of local network, server, and core infrastructure, ensuring high-level architectural knowledge is maintained internally. A critical aspect of this role is acting as a ticket quality gatekeeper for MSP-completed work, ensuring it meets strict internal standards, and resolving issues when the MSP encounters blockers. Additionally, the position is responsible for GxP access control, including privileged identity administration and managing regulated computer terminals, as well as performing validated backup verification tests. The role also drives operational readiness for employee lifecycles, serves as the internal point of contact for critical infrastructure failures, and provides direct hands-on end-user troubleshooting for both Windows and Mac systems. Building strong employee relationships through patient, responsive, and respectful support is essential. Finally, the position manages the complete IT asset lifecycle, from hardware receiving and tagging to repair, replacement, and retirement.

Requirements

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

Nice To Haves

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.

Responsibilities

Act as the direct daily manager and technical escalation point for outsourced MSP staff augmentation FTEs, ensuring accountability and SLA compliance.
Own local network, server, and core infrastructure management, keeping high-level architectural knowledge in-house.
Review local tickets completed by the MSP to verify that technical troubleshooting meets strict internal standards before closing.
Oversee and resolve issues when the MSP encounters blockers, stepping in as the technical authority when vendor troubleshooting stalls.
Execute high-risk identity and access management (IAM) changes in validated systems, keeping sensitive administrative keys away from outsourced staff.
Manage the deployment, tracking, and physical security of regulated laboratory or manufacturing computer terminals that require strict data integrity controls.
Perform and document the technical data restoration tests required by GxP regulations to prove backup validity.
Drive the operational workflow for employee lifecycles, ensuring outsourced staff executes tasks securely, accurately, and on time.
Serve as the permanent, internal point of contact for critical local infrastructure failures, eliminating vendor response-time delays during outages.
Provide hands-on Windows PC and Mac troubleshooting, including hardware, software, and network-related issues.
Build trusted working relationships with employees by providing patient, responsive, and respectful hands-on support while communicating clearly and following issues through to resolution.
Manage the complete IT asset lifecycle across the organization, including regulated laboratory or manufacturing terminals.
Handle hardware receiving, tagging, inventory, assignment, recovery, reconciliation, repair, replacement, and retirement.