IT Support Lead
Loop Genomics
At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.
We are seeking an experienced IT Support Lead who will play a pivotal role in leading our IT Operations support team. This is an incredible opportunity for someone who is passionate about supporting Element’s technology. We are looking for candidates with a solid background in solving a company’s IT problems with extensive experience in a Windows desktop environment is a must. This role will report to the Associate Director, IT Service Management and will be an on-site San Diego based role.
If you possess the following and want to make a meaningful impact, we invite you to explore this role.
Essential Functions and Responsibilities:
- Oversee day-to-day Help Desk operations, ensuring SLAs and response times are me
- Coordinate with cross-functional teams to align IT support with departmental needs
- Respond to and resolve Help Desk tickets in a timely and professional manner
- Provide Tier 1, Tier 2, and Tier 3 support via phone, email, and chat
- Diagnose and troubleshoot hardware, software, and connectivity issues
- Escalate complex issues to higher-tier support when necessary
- Install, configure, and maintain Windows and macOS systems
- Perform basic network and server troubleshooting
- Support mobile devices (iOS, iPadOS) and associated applications
- Maintain clear and detailed documentation of issues and resolutions in ticketing system
- Follow up with end users to ensure resolution and satisfaction
- Communicate technical information to non-technical users effectively
- Contribute to process improvements and internal knowledge base articles
- Support lab IT systems and equipment as needed
Education and Experience:
- Extensive experience working in windows desktop environment
- 5+ years of IT experience and 3+ years in Supervisor/Team Lead Role strongly preferred
- Proficiency with a MAC and IOS computers and phones
- Excellent oral communication skills
- Detail oriented in order to keep detailed notes on tickets
- Project Management Experience a plus
- Exposure to Azure AD or other MDM tools
- Scripting or automation (Powershell, Bash, etc)
- Highly organized to keep Help desk tickets order
- Ability to diagnose and resolve basic computer technical issues
- Life science background with lab experience is preferred
Physical Requirements:
- Frequently moves boxes weighing up to 15 pounds
Location:
- San Diego – On-site
Travel:
- 10% domestic or as needed
Job Type:
- Full-time, Exempt
Base Compensation Pay Range:
- $85,000 - $104,000
In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off.
Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.
We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.