IT Operations Engineer

Vaxcyte•San Carlos, CA

5h•$120,000 - $140,000•Onsite

About The Position

Vaxcyte is seeking an IT Operations Engineer to deliver frontline and escalated IT support that keeps the organization running. Working within the IT Operations team, the IT Operations Engineer supports end users, manages endpoints and IT services, provisions accounts and access, and helps maintain a secure, reliable environment. This role is a strong fit for a customer-focused, hands-on technician who enjoys solving problems and wants to grow their IT career.

Requirements

Bachelor's degree in a related field, or equivalent practical IT experience with a minimum of 4+ years of IT support / operations experience.
Experience providing helpdesk / desktop support and using a ticketing system (Freshservice is a plus).
Experience managing Windows endpoints with tools such as Microsoft Intune / MEM.
Working knowledge of M365, Okta, and Zoom administration.
Strong customer-service orientation, communication skills, and a systematic approach to troubleshooting.
Awareness of IT security fundamentals (endpoint protection, MFA, patching, security awareness).
Ability to create clear documentation, adapt and learn new skills, and follow established procedures.
Ability to work under pressure and meet deadlines.

Nice To Haves

Biotech experience is a plus.
Experience supporting lab, scientific, or instrument PCs is a plus.
Experience supporting conference-room AV and video conferencing (Teams / Zoom) is a plus.
Exposure to supporting enterprise AI tools is a plus.

Responsibilities

Provide Tier 1 / Tier 2 IT support through the helpdesk / ticketing system, resolving issues promptly and with strong customer service while adhering to SLAs.
Perform user onboarding and offboarding, including new hire orientation, account, access, and license provisioning across core systems.
Deploy, configure, and support end-user devices (Windows) through Microsoft Intune / MEM and related endpoint tools.
Provide IT support for lab computers — operating system, connectivity, endpoint management, security, and best-effort support for lab and instrument software — in partnership with Lab Operations, escalating specialized or validated-system issues as appropriate.
Support core end-user technologies, including M365, Okta, Teams / Zoom, and conferencing / AV systems.
Provide hands-on support for meetings and conferencing — conference-room setup, AV equipment, and video conferencing (Teams / Zoom) — including live support for meetings and company events.
Manage IT asset inventory and lifecycle, including procurement support, tracking, and reclamation.
Support endpoint and operational security, including endpoint protection, patching, MFA.
Escalate complex technical issues to Systems Engineering and collaborate on resolution.
Support cross-functional and office / facilities-adjacent IT needs as they arise.
Create and maintain clear documentation, knowledge-base articles, and standard operating procedures.
Participate in pre-scheduled, after-hours or on-call support for special projects or events.
Provide first-line support and administration for end-user AI tools (e.g., Microsoft 365 Copilot, ChatGPT / Claude Enterprise) — including access requests, provisioning, and troubleshooting.
Support enforcement of AI acceptable-use and data-handling policies at the end-user level, escalating governance or security concerns as needed.