IT Support Analyst - L2

Job Description

Job Description

TITLE: IT S UPPORT ANALYST – L2

LOCATION: SOUTH SAN FRANCISCO

About role:

We are seeking a dedicated and technically skilled IT Support Specialist to join our team supporting the team & Lab environments. This role is responsible for delivering end-to-end technical support for both Mac and PC platforms, with a strong focus on software installation, configuration, patching, operating system support, hardware troubleshooting, and tech refresh initiatives. 

The ideal candidate will have hands-on experience managing software and specialized applications, performing system reimaging and upgrades, and facilitating data migrations. This position plays a key role in supporting scientific users and maintaining operational readiness within lab environments, including compliance with GMP and regulatory standards. 

This individual will work closely with the Hardware Lifecycle Services (HLS) team to manage system repairs, hot swaps, and refresh cycles, while also providing IT Bar support, documenting SOPs, and contributing to knowledge bases. The candidate must demonstrate strong communication skills, attention to detail, and the ability to maintain positive working relationships with lab users, corporate staff, and cross-functional IT teams. 

Key Responsibilities: 

• Install and configure customer related software and application needs 
• Software & Specialized application and configuration support 
• Application & Software patching and security updates 
• Operating System support on both Mac & PC platforms 
• Assist with and facilitate Hardware Break Fix support on both Mac & PC Platforms while working closely with HLS Services for system repair needs, loaners, and hot swaps  Reimage systems on both Mac & PC Platforms as needed 
• Inventory, catalog and manage systems qualifying for Tech Refresh 
• Handle and facilitate Tech Refresh for qualifying systems while working closely with HLS Services for system related needs in support of Tech Refresh requirements 
• Facilitate data migrations as related to Tech Refresh or as needed 
• Coordinate with customers on related support needs 
• New system rollouts, troubleshooting and repair of any hardware or software issues in the labs. 
• Rebuild and supply Windows laptops for the DevSci users who have Macs but cannot do their required work for regulatory filings. 
• Replace the old platter drives on many of the lab computers with SSD drives for better performance for a large number of systems as needed. 
• IT Bar support for corporate and personal work systems. 
• Maintain updates and supported notes on status, progress, and completion of customer related support needs through resolve 
• Provides related documentation as needed for the work requirements specific to Lab Support, including but not limited to Standard Operating Procedures (SOP) and Knowledge Base Articles 
• Adhere to and follow all critical and regulatory processes, Standard Operating Procedures (SOP) and Knowledge Base Articles to ensure GNE guidelines and policies are upheld 
• Escalate unresolvable issues in a timely manner and using proper protocols 
• Adhere to all GMP and regulatory requirements within Lab environments, including but not limited to Gowning, processes and operating procedures. 

Requirements:

• Technical authorization with CompTIA "A+" Certification a plus 
• Requires a technical background with at least 2 years of professional experience 
• General knowledge of Microsoft Office and Google Apps is a plus 
• Must be experienced with a service ticketing database, IE: HPSM, Service Now 
• Knowledge in one or more operating systems such as Mac OS, Windows 10, or iOS is mandatory.
• Lab experience preferred