Science is developing technologies for a range of serious unmet medical needs. We are unafraid to take difficult technical risks, secure in the knowledge that with a clear understanding of what we are doing and with support from powerful modern tools, more progress is possible than might be immediately obvious.

Regardless of role or team, the two most important factors we look for in a candidate are evidence of exceptional ability and the addition of positive energy to the group. As a small, early stage team in a largely unstructured environment, the ability to independently orient yourself to the problems that need to be solved and then follow through is essential.

We are seeking a skilled and customer-oriented IT Service Desk Technician to join our Science IT team. The Service Desk Technician will play a crucial role in providing technical support to our internal users, resolving their IT-related issues, and ensuring a smooth and efficient computing environment. The ideal candidate will have a strong problem-solving aptitude, excellent communication skills, and a passion for delivering top-notch user assistance.

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
Participate in projects related to system upgrades, software deployments, and IT infrastructure improvements
May 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 & 2+ years of experience working in an IT service desk role or a similar technical support position
Familiarity with desktop and laptop hardware (Lenovo a plus)
Basic knowledge and ability to troubleshoot in Microsoft Windows OS, macOS, Linux and common OS software applications (Microsoft Office, collaboration tools, etc.)
Solid understanding of networking concepts, protocols, and troubleshooting techniques
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
Ability to diagnose and resolve technical issues
Excellent customer service and problem-solving 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
Ability to lift 25 - 50 lbs

Preferred Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
Demonstrated proficiency in and ability to troubleshoot operating systems (Windows, macOS, Linux) and common software applications (Microsoft Office, collaboration tools, etc.)
Demonstrated proficiency and ability to troubleshoot and diagnose first level network connectivity issues
Experience in administration in Google Workspace, Azure AD, Red Hat
Experience in setting up and administering video conferencing systems and apps
Experience in managing asset tracking software
Familiarity with ITIL practices
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, HDI Support Center Analyst, Apple Certified Macintosh Technician (ACMT)) are a plus

Salary/Pay Range:

Science is required under California 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 the indicated salary band. The base salary range for this full-time position is $50,000- $90,000 annually + equity + benefits. Within the range, individual pay is determined by several 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.

Benefits:

At Science, our benefits are in place to support the whole you:

Competitive salary and equity
Medical, dental, vision and life insurance
Flexible vacation and company-paid holidays
Healthy meals and snacks provided
Paid parental, jury duty, bereavement, family care and medical leave
Dependent Care Flexible Spending Account, subsidized by Science
Flexible Spending Account
401(k)

Science Corporation is an equal opportunity employer. We strive to create a supportive and inclusive workplace where contributions are valued and celebrated, and our employees thrive by being themselves and are inspired to do their best work.

We seek applicants of all backgrounds and identities, across race, color, ethnicity, national origin or ancestry, citizenship, religion, sex, sexual orientation, gender identity or expression, veteran status, marital status, pregnancy or parental status, or disability. Applicants will not be discriminated against based on these or other protected categories or social identities.

Science will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.