It support specialist

Fate Therapeutics is seeking a hands-on, customer-focused IT Support Specialist to provide Tier I and Tier II support across our corporate and laboratory environments. This role will troubleshoot and resolve a wide range of technical issues, support Windows, Microsoft 365, SaaS applications, and end-user devices, and partner with teams across the organization to keep our technology running smoothly. The ideal candidate is a strong problem solver, excellent communicator, and team player who thrives in a fast-paced biotech environment and takes pride in delivering exceptional IT support. This is a full-time non-exempt position located at our corporate headquarters in San Diego, CA.

Responsibilities

• Provide responsive Tier I and Tier II technical support to employees across the organization, including troubleshooting hardware, operating systems, applications, networking, peripherals, and user access issues.
• Serve as a primary point of contact for day-to-day IT support requests, providing professional, timely, and customer-focused service to all users.
• Diagnose and resolve desktop, laptop, mobile device, printer, conference room, and peripheral issues, escalating more complex issues to appropriate internal or external resources when necessary.
• Manage and maintain IT support tickets with clear and complete documentation of the issue, troubleshooting steps, resolution, and follow-up actions.
• Provision, configure, image, deploy, and refresh Windows workstations and other end-user computing equipment.
• Perform routine maintenance, troubleshooting, and lifecycle management of computers and IT equipment, including hardware replacement and system refreshes.
• Support Microsoft 365 applications and other business-critical SaaS applications, including troubleshooting user access and application issues.
• Assist with user account provisioning, access changes, password and authentication issues, and other basic identity and access management activities in accordance with company policies.
• Support IT needs associated with laboratory systems, equipment, and software applications in collaboration with research, technical operations, quality, and external vendor teams.
• Troubleshoot connectivity, workstation, application, and peripheral issues associated with laboratory systems and coordinate with vendors when specialized support is required.
• Follow established procedures for IT support of systems operating in a regulated or controlled environment, including appropriate documentation, change management, and escalation practices.
• Assist with IT asset management, including equipment inventory, deployment, replacement, and retirement.
• Assist with development of user guides, knowledge articles, and training materials related to common IT systems and troubleshooting.
• Identify recurring issues and proactively recommend improvements to IT processes, systems, and end-user experience.
• Participate in IT projects and other initiatives as needed, with the flexibility to work across a broad range of responsibilities in a growing biotech environment.
• Maintain awareness of IT security best practices and assist with implementation of company policies related to endpoint security, access control, data protection, and acceptable use.

Qualifications

• Minimum 2 years of experience providing desktop, service desk, or end-user IT support in a professional environment.
• Experience supporting a biotech, pharmaceutical, life sciences, or healthcare company is strongly preferred.
• Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent combination of education, certifications, and hands-on experience.
• Strong background supporting Microsoft Windows desktop environments, preferably Windows 11 Enterprise, and Microsoft 365 applications.
• Familiarity with endpoint management, device management, identity and access management, and IT service management/ticketing systems.
• Experience supporting SaaS applications and troubleshooting user access and authentication issues.
• Experience working with laboratory systems, scientific instruments, and vendor-supported applications is highly desirable.
• Understanding of IT support practices in a regulated or controlled environment is a plus, including documentation, change control, and working within established procedures.
• Strong customer service orientation with the ability to listen, diagnose problems, and explain technical concepts clearly to non-technical users.
• Excellent verbal and written communication skills.
• Demonstrated ability to work independently, exercise sound judgment, and proactively identify and resolve problems.
• Strong organizational skills with the ability to prioritize multiple support requests, projects, and competing deadlines.
• Collaborative team player who is willing to take on responsibilities outside of a narrowly defined job scope in a small, fast-paced organization.
• Relevant technical certifications such as CompTIA A+, Network+, Microsoft certifications, ITIL, or equivalent credentials are preferred.

Working Conditions & Physical Requirements

Subject to extended periods of sitting and standing, vision to monitor, and moderate noise level. Onsite work at our headquarters and laboratory facilities in San Diego, CA.

Compensation

The salary offer will be based on a variety of factors, including level, experience, qualifications, internal equity, and location. Fate offers a competitive employment package that includes an annual bonus, equity, and a generous benefits package. The anticipated hourly range for this role is $30.00 - $35.00.

Equal Employment Opportunity

Fate Therapeutics, Inc. is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

Privacy Notice

To learn about how Fate collects and uses job application information, please visit Fate's online Privacy Notice.

About Fate Therapeutics, Inc.

Fate Therapeutics is a clinical-stage biopharmaceutical company dedicated to bringing a pipeline of induced pluripotent stem cell (iPSC)-derived cellular immunotherapies to patients. Using its proprietary iPSC product platform, the Company has established a leadership position in creating multiplexed-engineered master iPSC lines and in the manufacture and clinical development of off-the-shelf, iPSC-derived cell products. The Company’s pipeline includes iPSC-derived T-cell and natural killer (NK) cell product candidates, which are selectively designed, incorporate novel synthetic controls of cell function, and are intended to deliver multiple therapeutic mechanisms to patients. Fate Therapeutics is headquartered in San Diego, CA. For more information, please visit www.fatetherapeutics.com.

⚠️ Recruitment Fraud Alert

Recently, we have been made aware of unauthorized individuals falsely presenting themselves as Fate Therapeutics employees or recruiters as part of online scams or phishing attempts. Impersonators may use the Fate Therapeutics name and logo, as well as employee names and job titles, to gain a job seeker’s personal or banking information or to request payment as a condition of being considered for a position at the company. Fate Therapeutics and its employees are not involved in these scams. Here are a few things to be aware of to help identify recruitment fraud: Our Talent Acquisition team only corresponds from our @fatetherapeutics.com domain. At no stage in our hiring process will we require payment or ask you to make deposits in your bank account. We will only ask for personal information when applying for a position via our Careers page or thereafter. At no stage during our hiring process will we ask you to click a link to begin a one-way video interview. We do not use Google Hangouts, WhatsApp, or other third-party messaging platforms to recruit candidates or conduct interviews. Please exercise caution. If something feels off about your interactions, we encourage you to contact us at careers@fatetherapeutics.com to confirm the authenticity of the message. Your security is important to us, and we appreciate your vigilance.