IT Support Associate

Ohalo•Watsonville, CA

8d•$54,000 - $67,000•Onsite

About The Position

The IT Support Associate is the first point of contact for technology support across Ohalo. This entry-level role supports the productivity of scientists, engineers, and business teams by resolving everyday hardware, software, and access issues, onboarding new hires with appropriate equipment and accounts, and helping maintain a reliable, secure IT environment. The role supports IT needs at lab and office sites and may require occasional travel to South San Francisco.

Requirements

1 to 2 years of experience in IT support, help desk, or related technical work; internships, school IT labs, and relevant personal projects count.
Working knowledge of macOS and Windows troubleshooting.
Working knowledge of the Google Workspace environment and user administration.
Familiarity with MDM/UEM device management.
Familiarity with basic networking concepts, including Wi-Fi, DHCP, DNS, and VPN.
Familiarity with AI services such as Claude, Gemini, and ChatGPT.
Familiarity with ticketing systems.
Strong written and verbal communication skills, including the ability to explain technical topics to non-technical colleagues.
Patient, service-oriented approach and good time management across competing requests.
Strong troubleshooting skills.
Ability to lift up to 40 lbs and work onsite in Watsonville.

Nice To Haves

Experience with Google Workspace administration, Slack, and Notion.
Experience with Ubiquiti UniFi networks, access control, and video surveillance.
Exposure to project management and ticketing software tool Jira Service Management.
CompTIA A+, Network+, or Google IT Support certificate.
Experience with Zebra and Toshiba label printers and barcode scanning technologies.
Interest in working in or near laboratory and greenhouse environments.
Comfort using AI tools to troubleshoot, document, and work more efficiently.

Responsibilities

Provide friendly, timely support to employees through Slack, email, and in person, and track requests through resolution.
Troubleshoot laptops, peripherals, printers, conferencing equipment, and network connectivity issues.
Set up, configure, and deploy new laptops and workstations, and support onboarding and offboarding.
Create and manage user accounts, permissions, and group access in Google Workspace and other business applications.
Support SSO, multi-factor authentication, and password reset requests.
Assist with device management and security tasks, including patching, encryption, and endpoint compliance.
Maintain accurate hardware, software-license, and accessory asset inventory.
Escalate complex issues to senior IT or engineering staff with clear documentation.
Write and update knowledge base articles and how-to guides to help resolve common issues faster.
Support IT needs at lab and office sites, with occasional travel to South San Francisco as needed.