IT Helpdesk and Infrastructure Support
Location: South San Francisco, CA, 94080
Job Type: Full Time
Work Type: On-Site
Key Responsibilities:
Onsite MSP Leadership and Central Escalation Point
- Onsite Vendor Governance: Acts as the direct daily manager and technical escalation point for the two outsourced MSP staff augmentation FTEs, ensuring accountability and SLA compliance.
- Complex Infrastructure Ownership: Owns local network, server, and core infrastructure management, keeping high-level architectural knowledge in-house rather than solely with the vendor.
- Ticket Quality Gatekeeper: Reviews local tickets completed by the MSP to verify that technical troubleshooting meets strict internal standards before closing.
- Blocker Resolution: Oversees and resolves issues when the MSP encounters blockers, stepping in as the technical authority when vendor troubleshooting stalls.
GxP Access Control and Data Integrity
- Privileged Identity Administration: Executes high-risk identity and access management (IAM) changes in validated systems, keeping sensitive administrative keys away from outsourced staff.
- Local GxP Asset Stewardship: Manages the deployment, tracking, and physical security of regulated laboratory or manufacturing computer terminals that require strict data integrity controls.
- Validated Backup Verification: Performs and documents the technical data restoration tests required by GxP regulations to prove backup validity, a task that cannot be fully outsourced.
Operational Readiness
- Onboarding & Offboarding Anchor: Drives the operational workflow for employee lifecycles, ensuring the outsourced staff executes tasks securely, accurately, and on time.
- On-Site Emergency Response: Serves as the permanent, internal point of contact for critical local infrastructure failures, eliminating vendor response-time delays during outages.
Hands-On Technical Support
- Direct End-User Troubleshooting: Provides hands-on Windows PC and Mac troubleshooting, including hardware, software, and network-related issues.
- Employee Relationship Building: Builds trusted working relationships with employees by providing patient, responsive, and respectful hands-on support while communicating clearly and following issues through to resolution.
Asset Lifecycle Management
- Full Asset Lifecycle Ownership: Manages the complete IT asset lifecycle across the organization, not limited to regulated laboratory or manufacturing terminals.
- Hardware Lifecycle Execution: Handles hardware receiving, tagging, inventory, assignment, recovery, reconciliation, repair, replacement, and retirement.
Required Qualifications
- Bachelor''s degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 3-5 years in IT infrastructure/helpdesk support, with direct exposure to regulated environments (GxP, 21 CFR Part 11, or similar)
- Hands-on experience managing local network, server, and infrastructure environments
- Experience managing or supervising MSP/staff-augmentation resources, including SLA and ticket-quality oversight
- Working knowledge of IAM/privileged access administration in validated systems
- Familiarity with backup/restoration testing and data integrity requirements in GxP environments
- Strong communication skills, with the ability to work cross-functionally with both technical and non-technical stakeholders
- Relevant certifications a plus (A+, Network+, Security+, or similar)
Preferred Qualifications:
- Experience in a clinical-stage biotech, pharma, or life sciences environment.
- Prior experience supporting laboratory or manufacturing environments with regulated computer systems.
- Familiarity with regulatory requirements and industry standards related to documentation control.
Work Environment
This is an on-site position based in South San Francisco, CA. The role requires collaboration with various departments and adherence to company policies and procedures.
Interested in learning more about our science and our team? Please visit our website at www.neuronatherapeutics.com
Neurona is proud to be an equal opportunity employer and will consider all qualified applicants for employment.
Alert
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If you believe you have been a victim of a phishing scam, please visit the Cybersecurity & Infrastructure Security Agency (CISA) at https://www.cisa.gov/be-cyber-smart/report-incident to learn how to report it.