IT Support Specialist

Fate Therapeutics is seeking a hands-on, customer-focused IT Support Specialist to provide Tier I and Tier II support across our corporate and laboratory environments. This role will troubleshoot and resolve a wide range of technical issues, support Windows, Microsoft 365, SaaS applications, and end-user devices, and partner with teams across the organization to keep our technology running smoothly. The ideal candidate is a strong problem solver, excellent communicator, and team player who thrives in a fast-paced biotech environment and takes pride in delivering exceptional IT support. This is a full-time non-exempt position located at our corporate headquarters in San Diego, CA.

Responsibilities

• Provide responsive Tier I and Tier II technical support to employees across the organization, including troubleshooting hardware, operating systems, applications, networking, peripherals, and user access issues.
• Serve as a primary point of contact for day-to-day IT support requests, providing professional, timely, and customer-focused service to all users.
• Diagnose and resolve desktop, laptop, mobile device, printer, conference room, and peripheral issues, escalating more complex issues to appropriate internal or external resources when necessary.
• Manage and maintain IT support tickets with clear and complete documentation of the issue, troubleshooting steps, resolution, and follow-up actions.
• Provision, configure, image, deploy, and refresh Windows workstations and other end-user computing equipment.
• Perform routine maintenance, troubleshooting, and lifecycle management of computers and IT equipment, including hardware replacement and system refreshes.
• Support Microsoft 365 applications and other business-critical SaaS applications, including troubleshooting user access and application issues.
• Assist with user account provisioning, access changes, password and authentication issues, and other basic identity and access management activities in accordance with company policies.
• Support IT needs associated with laboratory systems, equipment, and software applications in collaboration with research, technical operations, quality, and external vendor teams.
• Troubleshoot connectivity, workstation, application, and peripheral issues associated with laboratory systems and coordinate with vendors when specialized support is required.
• Follow established procedures for IT support of systems operating in a regulated or controlled environment, including appropriate documentation, change management, and escalation practices.
• Assist with IT asset management, including equipment inventory, deployment, replacement, and retirement.
• Assist with development of user guides, knowledge articles, and training materials related to common IT systems and troubleshooting.
• Identify recurring issues and proactively recommend improvements to IT processes, systems, and end-user experience.
• Participate in IT projects and other initiatives as needed, with the flexibility to work across a broad range of responsibilities in a growing biotech environment.
• Maintain awareness of IT security best practices and assist with implementation of company policies related to endpoint security, access control, data protection, and acceptable use.

Qualifications

• Minimum 2 years of experience providing desktop, service desk, or end-user IT support in a professional environment.
• Experience supporting a biotech, pharmaceutical, life sciences, or healthcare company is strongly preferred.
• Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent combination of education, certifications, and hands-on experience.
• Strong background supporting Microsoft Windows desktop environments, preferably Windows 11 Enterprise, and Microsoft 365 applications.
• Familiarity with endpoint management, device management, identity and access management, and IT service management/ticketing systems.
• Experience supporting SaaS applications and troubleshooting user access and authentication issues.
• Experience working with laboratory systems, scientific instruments, and vendor-supported applications is highly desirable.
• Understanding of IT support practices in a regulated or controlled environment is a plus, including documentation, change control, and working within established procedures.
• Strong customer service orientation with the ability to listen, diagnose problems, and explain technical concepts clearly to non-technical users.
• Excellent verbal and written communication skills.
• Demonstrated ability to work independently, exercise sound judgment, and proactively identify and resolve problems.
• Strong organizational skills with the ability to prioritize multiple support requests, projects, and competing deadlines.
• Collaborative team player who is willing to take on responsibilities outside of a narrowly defined job scope in a small, fast-paced organization.
• Relevant technical certifications such as CompTIA A+, Network+, Microsoft certifications, ITIL, or equivalent credentials are preferred.

Working Conditions & Physical Requirements

• Subject to extended periods of sitting and standing, vision to monitor, and moderate noise level.
• Onsite work at our headquarters and laboratory facilities in San Diego, CA.

Compensation

• The salary offer will be based on a variety of factors, including level, experience, qualifications, internal equity, and location.
• Fate offers a competitive employment package that includes an annual bonus, equity, and a generous benefits package.
• The anticipated hourly range for this role is $30.00 - $35.00.