IT Support Engineer

Role: IT Support Engineer

Location: Hybrid- South SF

Type: Long term contract, Contract to hire, or straight hire

As a Senior IT Helpdesk Support Engineer, reporting to our Director IT Infrastructure and Operations, you will be part of a team that Olema will rely on to successfully and securely scale our business in both our Bay Area and Cambridge locations. You will be supporting users, hardware, and systems issue that will keep our users productive. You will improve user support processes, inventory management and Core systems (MDM, ticketing, onboarding/offboarding...etc.). As a key part of the Help Desk, you will help define and create new processes to provide a world class IT customer service experience. The position requires "hands-on " hardworking and a dedicated individual with experience supporting a dynamic company. This is a fantastic opportunity for a team player to help build a team from the ground up and join a small company with an industry-leading Board of Directors, executive team, and biotech investors.

Your work will primarily encompass:

• Providing technical support to end users on a variety of IT issues, including hardware, software, and networking problems
• Escalating complex systems level issues to higher-level support teams
• Managing the organization's IT assets life cycle (procurement, tracking, performing maintenance, improving and implementing asset procedures to meet our policies)
• Working with other IT team members, to ensure that the organization's IT environment is running smoothly and efficiently
• Maintain and improve Onboarding and Offboarding services, working with core IT systems to streamline and automate tasks
• Improve hardware service process and use automation to make process efficient or reduce risks
• Collaborate with cross-functional teams to resolve user and system issues
• Document processes, self-service, user how-to, etc.
• Diagnose and resolve service, technical hardware, software, and system issues
• Provide clear and transparent updates on all work in progress
• Educate the customer on the issue and solution
• Be an advocate for security compliance and new technologies
  
  

Ideal Candidate Profile: A love of challenging, important work. We are a pragmatic team, driven to imagine and develop meaningful therapies for improving lives. All employees within our company play a unique and crucial role in our success, both in accomplishing our mission and building a positive company culture. As such, we are looking for someone with the right combination of knowledge , experience , and attributes for this role.

Knowledge:

• Bachelor's degree required
• 3-5 years of work experience in user facing technical support
• Minimum 2 years in asset management
• Certifications in Information Security and IT disciplines are nice to have but not required, such as OKTA, JAMF, MCSE, CISSP, Security+, Network+, etc.
  
  

Experience:

• Experience in a fast-growing company; direct experience with SaaS products, solutions, or ecosystems preferred
• Proficient in driving results and outcomes while solving complex problems
• Mac and PC Hardware support (iPhones, iPads, Android, Google phones, and tablets)
• Understanding of networking principles. (WAN/LAN, IP addressing, VLANs, DHCP, DNS, VPN, and Wifi)
• Ability to be hands-on and deal with daily tickets and projects when necessary
• A meticulous approach to documentation and system maintenance
• Customer-oriented, drive results based on data and business needs
• Understanding of IT security principles and best practices. (SIEM, IDS/IPS, IDAM, Anti-Virus, Firewall, EDR, Cloud security)
• Demonstrate excellent written and oral communication skills and thoughtful listening skills to facilitate interaction with all levels of an organization
• Ability to analyze complex business problems and evaluate solutions
• Technical Experience (Administration level): OKTA, O365, MDM (JAMF & Workspace One), SAML integration experience/SaaS management, Network Systems (Meraki), Security services (Mimecast, CrowdStike, 1Password, Knowbe4), Video Conference service (Zoom), Cloud platforms (GCP & AWS), Operating systems (OSX, Windows)
  
  

Length: 6 months to start, likely extensions

The salary range provided for this contract role represents our good faith estimate for this position. Within the range, individual offers will vary based on the selected candidate's experience, industry knowledge, technical and communication skills, location and other factors that may prove relevant during the interview process (W2 or C2C). In addition to compensation, the company provides eligible W2 employees with a comprehensive and highly competitive benefits package.

I.T. Solutions, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.