Technical Desktop Support Analyst

Who We Are
Bolt Biotherapeutics, based in the San Francisco Bay Area, is a clinical-stage biotechnology company developing Boltbody™ Immune-stimulating Antibody Conjugates (ISACs), a new class of immuno-oncology therapeutics. This is a unique opportunity to join and build, with like-minded colleagues, a company that will transform the lives of individuals with cancer.

The Position
Reporting to the Sr. Manager, IT Operations, the successful candidate for this position will serve as the primary Help Desk resource for Bolt’s onsite and office users, support a variety of projects and provide exceptional service to users at all levels of the organization.

Key Responsibilities
• Providing exceptional customer service and technical support to end users for hardware, software and systems
• Assisting in various IT Operations-related processes and projects
• Acting as primary systems support for employees and contract workers, leveraging broad technical and customer relationship skills to ensure timely and effective request resolution
• Creating and updating documentation as required for technical support and configuration management
• Identifying potential process improvements and contributing to IT processes and policies
• Troubleshooting technical problems in person, via phone and by using remote tools
• Identifying and escalating issues to more senior members of the technical team and tracking to resolution
• Logging and managing service requests via the IT Help Desk ticketing system while ensuring service levels are met
• Consistently communicating with users regarding the status of their requests
• Maintaining computing devices associated with laboratory instruments; working with external vendors when necessary to perform troubleshooting
• Working on technical projects in collaboration with employees or contractors from other business units
• On-boarding and off-boarding users according to corporate policy
• Procuring, inventory, maintaining, and tracking hardware and software assets
• Performing system administration for IT infrastructure and endpoint devices, including the installation of hardware and software updates
• Managing telecom and AV environment, including Teams and Zoom room support and large meeting setups
• Managing printers and associated supplies
• Tracking recurring IT expenses

Job Requirements
The ideal candidate will have a customer service mindset and excellent problem-solving skills along with:
• BS in an IT-related field or commensurate work experience
• 1+ years of experience in IT Help Desk support
• Life sciences industry experience highly preferred
• Familiarity with GxP, SOX and data privacy requirements a plus
• Ability to adhere and contribute to IT policies and processes
• Experience with technical support and troubleshooting for Windows, Macintosh, iPhone and Android devices
• Familiarity with deployment technologies (Microsoft Autopilot/InTune)
• Detail-oriented and highly organized, with excellent follow-through
• Ability to identify patterns and develop long-term solutions to recurring issues
• Strong written and interpersonal communication skills
• Wired and Wireless networking technologies
• Security-first mindset
• Office 365 Suite, Azure Active Directory, Exchange Online and Okta system administration
• Familiarity with SharePoint Online and Microsoft Teams a plus
$60,000 - $90,000 a year
We are an Equal Opportunity Employer offering a competitive salary and benefits package. Applicants should be legally entitled to work for any employer in the US.
 
Bolt Biotherapeutics requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment.  As required by applicable law, Bolt will consider requests for Reasonable Accommodations.
 
Note to Employment Agencies: Please do not forward any agency resumes. The company will not be responsible for any fees related to resumes that are unsolicited.