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Salary: USD 120,000 - 140,000 / annual
Vaxcyte, a clinical-stage vaccine innovation company, is seeking an IT Operations Engineer to provide frontline and escalated IT support across the organization. This role sits within the IT Operations team and is responsible for keeping the company's technology infrastructure running smoothly while supporting end users, managing endpoints, provisioning accounts and access, and maintaining a secure, reliable environment.
Key responsibilities include:
• Deliver Tier 1 and Tier 2 IT support via helpdesk ticketing system, resolving issues promptly while adhering to SLAs and maintaining strong customer service.
• Execute user onboarding and offboarding workflows, including new-hire orientation, account provisioning, access management, and license administration across core systems.
• Deploy, configure, and support Windows endpoints using Microsoft Intune/MEM and related endpoint management tools.
• Provide IT support for lab computers—operating system, connectivity, endpoint management, security, and best-effort support for lab and instrument software—in partnership with Lab Operations, escalating specialized or validated-system issues as appropriate.
• Support core end-user technologies including Microsoft 365, Okta, Teams, Zoom, and conferencing/AV systems.
• Deliver hands-on support for meetings and conferencing, including conference-room setup, AV equipment operation, and live support for Teams/Zoom meetings and company events.
• Manage IT asset inventory and lifecycle, including procurement support, tracking, and device reclamation.
• Support endpoint and operational security initiatives, including endpoint protection, patching, and multi-factor authentication (MFA).
• Escalate complex technical issues to Systems Engineering and collaborate on resolution.
• Address cross-functional and facilities-adjacent IT needs as they arise.
• Create and maintain clear documentation, knowledge-base articles, and standard operating procedures.
• Participate in pre-scheduled, after-hours, or on-call support for special projects or events.
• Provide first-line support and administration for end-user AI tools (e.g., Microsoft 365 Copilot, ChatGPT/Claude Enterprise), including access requests, provisioning, and troubleshooting.
• Support enforcement of AI acceptable-use and data-handling policies at the end-user level, escalating governance or security concerns as needed.
This role reports to the Senior Director of IT Operations & Infrastructure and requires a minimum of 4 days per week onsite in San Carlos, CA.
Requirements:
• Bachelor's degree in a related field OR equivalent practical IT experience with a minimum of 4+ years of IT support/operations experience. Biotech experience is a plus.
• Experience providing helpdesk/desktop support and using a ticketing system (Freshservice is a plus).
• Experience managing Windows endpoints with tools such as Microsoft Intune/MEM.
• Experience supporting lab, scientific, or instrument PCs is a plus.
• Working knowledge of M365, Okta, and Zoom administration.
• Experience supporting conference-room AV and video conferencing (Teams/Zoom) is a plus.
• Strong customer-service orientation, communication skills, and a systematic approach to troubleshooting.
• Awareness of IT security fundamentals (endpoint protection, MFA, patching, security awareness).
• Exposure to supporting enterprise AI tools is a plus.
• Ability to create clear documentation, adapt and learn new skills, and follow established procedures.
• Ability to work under pressure and meet deadlines.
