IT Support Specialist

Iambic Therapeutics, Inc•San Diego, CA

20d•$75,000 - $94,500•Onsite

About The Position

The IT Support Specialist facilitates seamless IT service delivery and helps ensure high standards of performance, reliability, and customer satisfaction. The role combines hands-on IT troubleshooting and user support with management of lab equipment and resources, and assists with IT service processes, service performance, and coordination across teams. The position is based at the company's San Diego headquarters. The specialist supports clients, stakeholders, employees, interns, and consultants; resolves hardware, software, and network issues; manages support tickets and service targets; maintains user-facing documentation; and performs system maintenance. The role also installs and maintains lab technology, assesses service processes for improvements and risks, and coordinates IT system changes with the IT team.

Requirements

Bachelor’s degree in information technology, computer science, or a related field, or equivalent work experience.
2–5 years of experience in IT help desk support and/or system administration.
Experience with IT service management frameworks such as ITIL and familiarity with incident, problem, change, and service level management best practices, including management of third-party vendors.
Experience assisting with IT Operations projects related to new technology deployment, process improvement, and information security.
Working knowledge of Windows, macOS, Linux, and mobile systems.
Experience with basic networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and wireless networks.
Proficiency troubleshooting and resolving hardware and software issues on desktops, laptops, printers, and other end-user devices.
Familiarity with ticketing systems such as Jira or Zendesk and remote desktop support tools.
Strong communication skills, including the ability to explain technical issues clearly and concisely to non-technical users.
Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced environment.

Nice To Haves

Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar.
Experience with endpoint/device management solutions such as Microsoft Intune or VMware Workspace ONE.
Experience managing technology labs, including hardware and software deployment and maintenance.

Responsibilities

Act as the first point of contact for clients and key stakeholders, build relationships to understand their needs, provide regular updates, and address issues.
Provide timely technical support and troubleshoot hardware, software, and network issues for end users, escalating to IT team members or vendors when necessary.
Manage and prioritize incoming support tickets using the IT help desk system, ensuring service delivery meets agreed service level agreements (SLAs) and key performance indicators (KPIs).
Support employee, intern, and consultant onboarding and offboarding.
Create and maintain documentation, FAQs, and user guides to help end users resolve common issues independently.
Perform regular system updates, patches, and maintenance on end-user devices, including PCs, laptops, and printers.
Install, configure, and maintain lab software and hardware, including PCs, servers, network devices, and peripherals.
Analyze service delivery processes, identify improvement opportunities and potential risks, and recommend strategies to improve efficiency and quality, mitigate disruptions, and support business continuity.
Coordinate IT system changes with the IT team, ensuring changes are communicated, scheduled, and executed smoothly.