Information Technology Operations Specialist

Duties and Responsibilities

• Serve as the initial point of contact for all IT-related inquiries, problems, and requests from internal users via various channels, including messaging apps, email, and internal tracking system
• Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, mobile devices, operating systems, and applications
• Provide timely and effective technical support, guiding users through step-by-step solutions in a patient and friendly manner
• Escalate complex issues to appropriate IT members or specialists while ensuring users are informed about the progress and resolution
• Responsible for setting up, troubleshooting, and maintaining user workspaces
• Provide team assistance in setting up, configuring, and maintaining user systems and accounts, including passwords and access permissions for various systems and applications
• Provide team assistance with installing, upgrading, and maintaining software applications and operating systems across the organization
• Collaborate with colleagues to identify and implement solutions to recurring technical issues, ensuring proactive problem resolution
• Create and update documentation for IT processes, troubleshooting guides, and user manuals to enhance user self-service and IT knowledge base
• Assist in managing and maintaining IT inventory, including tracking equipment and managing hardware replacements
• Provide technical support for audio/video equipment, conference room setups, and virtual meetings
• Occasionally need to provide remote support to off-site locations. Some flexibility in working hours may be required to accommodate user needs and urgent technical issues
• Keep up-to-date with emerging technologies, IT trends, and best practices to contribute to the continuous enhancement of IT support services

Key Qualifications

• High School graduate & 4+ years of experience working in an IT service desk role or a similar technical support position
• Genuine cross-platform endpoint support: hands-on experience troubleshooting with Windows, macOS, Linux and common OS software applications (M365, collaboration tools, etc.)
• IdP / MDM administration: experience with an identity provider and device-management platform (JumpCloud, Okta, or similar) – configuring policy, enrollment, SSO/SAML
• SaaS administration & lifecycle: administration of Google Workspace plus a broad app stack, including provisioning, deprovisioning, and access control
• Familiarity with remote desktop software, help desk ticketing systems, and support tools
• Strong communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users
• Strong problem-solving and customer service skills with a patient and customer-centric approach
• Strong attention to detail and ability to work effectively in a fast-paced environment, managing multiple tasks and priorities
• Adept at working independently and collaborating within a team environment
• Excellent English verbal, listening, and written communication skills
• Scripting and automation mindset – GAM (Google Apps Manager), PowerShell/shell scripting to eliminate repetitive work
• Experience in administration in Google Workspace, Azure AD
• Experience in setting up and administering video conferencing systems and apps
• Experience in managing asset tracking software
• Familiarity with ITIL practices
• Relevant certifications are a plus: CompTIA A+, Microsoft Certified Professional, HDI Support Center Analyst, Apple Certified Macintosh Technician (ACMT)

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
• Experience in setting up and administering video conferencing systems and apps
• Experience in managing asset tracking software
• Familiarity with ITIL practices
• Relevant certifications are a plus: CompTIA A+, Microsoft Certified Professional, HDI Support Center Analyst, Apple Certified Macintosh Technician (ACMT)

Pay Range

For individuals hired to work in California, Science is required by law to include a reasonable estimate of the compensation range for this role. We determine your level based on your interview performance and make an offer based on geo-located salary bands.

The base salary range for this full-time position is $90,000 to $100,000 + equity + benefits. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Please keep in mind that the equity portion of the offer is not included in these numbers.