IT Helpdesk Analyst

IT Helpdesk AnalystPalo Alto, CA (US)Summit Therapeutics Inc. is a biopharmaceutical oncology company with a mission focused on improving quality of life, increasing potential duration of life, and resolving serious unmet medical needs. At Summit, we believe in building a team of world class professionals who are passionate about this mission, and it is our people who drive this mission to reality. Summit's core values include integrity, passion for excellence, purposeful urgency, collaboration, and our commitment to people. Our employees are truly the heart and soul of our culture, and they are invaluable in shaping our journey toward excellence.Summit's team is inspired to touch and help change lives through Summit's clinical studies in the field of oncology. Summit has multiple global Phase 3 clinical studies, including:Non-small Cell Lung Cancer (NSCLC)HARMONi: Phase 3 clinical study which was intended to evaluate ivonescimab combined with chemotherapy compared to placebo plus chemotherapy in patients with EGFR-mutated, locally advanced or metastatic non-squamous NSCLC who were previously treated with a 3rd generation EGFR TKI.HARMONi-3: Phase 3 clinical study which is intended to evaluate ivonescimab combined with chemotherapy compared to pembrolizumab combined with chemotherapy in patients with first-line metastatic NSCLC.HARMONI-7: Phase 3 clinical study which is intended to evaluate ivonescimab monotherapy compared to pembrolizumab monotherapy in patients with first-line metastatic NSCLC.Colorectal Cancer (CRC)HARMONi-GI3: Phase 3 clinical study intended to evaluate ivonescimab in combination with chemotherapy compared with bevacizumab plus chemotherapy.Ivonescimab is an investigational therapy not presently approved by any regulatory authority other than China's National Medical Products Administration (NMPA). Summit is headquartered in Miami, Florida, and has additional offices in California, New Jersey, the UK, and Ireland.Location: Palo Alto, CA (onsite)Overview of RoleThe IT Helpdesk Analyst role is a motivated, customer-focused position that sits within the IT Support team. In this role, you will serve as the first point of contact for end-users experiencing technical issues, providing timely and effective solutions to minimize disruption and maintain productivity across the organization.Role and ResponsibilitiesRespond to and resolve inbound support requests via phone, email, and ticketing system (Tier 1 & Tier 2).Diagnose and troubleshoot hardware, software, network, and peripheral issues for end-users.Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.Manage user accounts and permissions using Active Directory and Microsoft 365 Admin Center.Document incidents, resolutions, and workarounds clearly in the ITSM ticketing system.Escalate unresolved or complex issues to senior IT staff or specialized teams.Assist with onboarding of new employees including workstation setup and access provisioning.Maintain hardware and software inventory records.Support video conferencing systems and collaboration tools (Teams, Zoom, etc.).Contribute to the internal IT knowledge base by writing and updating support articles.All other duties as assignedExperience, Education and Specialized Knowledge and SkillsAssociate's degree or higher in Information Technology, Computer Science, or related field — or equivalent work experience.CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900).Minimum of 3+ years of experience in a helpdesk, desktop support, or IT support role.Experience with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice.Exposure to remote support tools (e.g., TeamViewer, AnyDesk,).Proficiency with Windows 10/11 operating systems; basic macOS familiarity is a plus.Working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).Familiarity with Active Directory user and group management.Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).Strong communication and interpersonal skills with a customer-first attitude.Ability to manage multiple tickets and priorities simultaneously under pressure.Ability to demonstrate professionalism, good judgment, and tact when dealing with sensitive and confidential issues.Experience in an enterprise environment with 500+ users.This is the pay for this position$38 - $41 USDActual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. The total compensation package for this position may also include bonus, stock, benefits and/or other applicable variable compensation.Summit does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact Summit's Talent Acquisition team at View email address on click.appcast.io to obtain prior written authorization before referring any candidates to Summit.Summit Therapeutics Inc. is an Equal Opportunity Employer and takes pride in creating and maintaining diverse environment. We do not discriminate in recruitment, hiring, training or promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.