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IT Support Specialist/Senior IT Support Specialist

Berekely, CA

Caribou Biosciences is a leading clinical-stage CRISPR genome-editing biopharmaceutical company dedicated to developing transformative therapies for patients with devastating diseases. Our next-generation genome-editing technology enables superior precision to develop cell therapies that are armored to potentially improve activity against diseases. We believe the future of cell therapy is off-the-shelf, and we are advancing our pipeline of off-the-shelf, or allogeneic, cell therapies from our CAR-T cell therapy platform as readily available treatments for patients with hematologic malignancies and autoimmune diseases.

Members of the Caribou herd open their minds to new ideas and welcome diverse perspectives. We proudly assert that teams do their best work when their members are personally engaged, their ideas are taken seriously, and contributions are recognized. Members of the herd work from our headquarters in Berkeley, California, or remotely.

We are seeking an IT/Senior IT support Specialist to provide front-line assistance for our compute platforms, audio video conference rooms, asset management, software/hardware break-fixes, assist with infrastructure securities and policies, office peripherals and mobile devices. This position affords numerous opportunities to learn and grow inside a dynamic startup environment. The successful candidate will have a demonstrated ability to wear many hats – to be flexible and resourceful in addressing new challenges as they arise.

Responsibilities:

  • As the “front line” of our IT team, you’ll be the first-person employees interact with about their IT issues and requests.
  • Effectively triage, document, communicate, and escalate any IT incidents and requests leveraging our IT Service Management (ITSM) solution
  • Follow up with other IT staff as needed to ensure incidents are resolved, requests are fulfilled, and the customer communication process is complete.
  • Provide support across the company. Analyze, diagnose, troubleshoot and resolve IT issues including but not limited to hardware repairs or replacement parts, debugging, software updates, and etc.
  • Fulfill the IT onboarding and offboarding processes, including provisioning new employee laptops, account creation, IT orientation, coordination with HR, and other related duties
  • Create a positive customer support experience and build strong relationships by communicating progress on user support issues, resolving or escalating issues in a timely manner and handling customers in a consummately professional manner
  • Participate in on-call rotation, monitoring for email-based alerts, urgent requests, and other potential issues on weeknights and weekends.
  • Support onsite and remote AV technology including but not limited to Zoom, Zoom Rooms, AirPlay, and iPads. Coordinate service calls with AV vendor as needed for escalations.
  • Seek opportunities to improve IT processes, including but not limited to finding workflows that can be automated, documentation gaps, proficient follow-ups, time management and process inefficiencies.
  • Engage in special projects and other tasks as assigned by IT Leadership

Qualifications:

  • Bachelor’s Degree in IT/IS, Computer Science, or related field or equivalent experience and certification
  • 3+ years of experience in an enterprise helpdesk environment supporting both onsite and remote staff
  • 3+ years of experience supporting employee workstations on Windows 10, Windows 11, MacOS and mobile operating systems
  • Ability to troubleshoot issues with hardware and software including but not limited to MacOS, Windows OS, Microsoft Office, Printers, WIFI, VOIP, and MFA.
  • Understanding of the entire IT Asset Lifecycle and proven experience deploying workstations, repairing workstations, submitting warranty claims, and upgrading workstations
  • 3+ years of experience supporting conferencing platforms such as Zoom, Teams and A/V conference rooms
  • Understanding of TCP/IP concepts
  • Professional, courteous and committed to providing amazing customer support
  • Excellent follow-up and organizational skills
  • Exceptional customer service, teamwork and communication skills
  • Excellent time management skills
  • Strong critical / analytical thinking, problem-solving and time management skills
  • High energy level, adaptive and a strong team player with a good work ethic
  • Ability to write clear, concise and user-friendly documentation
  • Ability when given tasks and projects to see it through to completion
  • Experience with ITIL, ITSM platforms
  • Ability to lift 50+ lbs.

Nice-to-haves:

  • Experience with Zendesk is a plus
  • Experience with Okta is a plus
  • Experience with Intune/Entra/Active Directory is a plus
  • Microsoft and or Apple Certifications

Caribou compensation and benefits include:

  • Comprehensive compensation package, which includes competitive salary, bonus, and equity for all employees
  • Salary Range: $110,000 to $125,000 - This represents the present low and high end of the Company’s pay range for this position. Actual pay will vary based on various factors, including but not limited to location, skill, experience, and performance.
  • Generous paid vacation time, in addition to company-observed holidays and floating holidays
  • Excellent medical, dental, and vision insurance
  • 401(k) retirement savings plan, which includes matching employer contributions
  • Employee stock purchase plan (ESPP)
  • Tuition reimbursement program

The benefits and stock purchase described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility.

Caribou is an equal opportunity employer and does not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical conditions, veteran status, sexual orientation, gender (including gender identity and gender expression), sex (which includes pregnancy, childbirth, and breastfeeding), genetic information, taking or requesting statutorily protected leave, or any other basis protected by law. In addition, Caribou prohibits the harassment of any individual on any of the bases listed above or any other characteristics protected under federal, state, or local laws.

Legal authorization to work in the United States is required. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

We do not accept unsolicited resumes or candidate submissions from staffing agencies. All agencies must have a valid written agreement with Caribou Biosciences, Inc.for service in place. Any resume or candidate submitted by a staffing agency without such an agreement in place will be considered unsolicited, and Caribou Biosciences, Inc.  will not be obligated to pay any referral or placement fee.

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