IT Helpdesk and Infrastructure Support

Neurona Therapeutics is hiring an on-site IT Helpdesk and Infrastructure Support professional in South San Francisco, CA. In this role, you will manage local network and server infrastructure, act as the internal escalation point for outsourced MSP staff augmentation, and support validated systems where GxP access control, data integrity, and reliable operations are required.

You will provide hands-on end-user support across Windows and Mac environments while ensuring that regulated workflows, identity and access management changes, and backup restoration verification are handled to internal standards. The position is designed for someone who can both execute daily troubleshooting and maintain the architectural knowledge needed to keep critical infrastructure operating without delay.

Key responsibilities

• Serve as the direct daily manager and technical escalation point for two outsourced MSP staff augmentation FTEs, ensuring accountability and SLA compliance.
• Own local network, server, and core infrastructure management, keeping high-level architectural knowledge in-house rather than relying solely on the vendor.
• Review local tickets completed by the MSP to verify troubleshooting meets strict internal standards before tickets are closed.
• Step in to resolve issues when MSP staff encounter blockers, acting as the technical authority when vendor troubleshooting stalls.
• Execute high-risk IAM changes in validated systems, keeping sensitive administrative keys away from outsourced staff.
• Manage deployment, tracking, and physical security of regulated laboratory or manufacturing computer terminals with strict data integrity controls.
• Perform and document technical data restoration tests required by GxP regulations to validate backup integrity, as this cannot be fully outsourced.
• Drive operational workflow for employee lifecycle tasks, ensuring outsourced staff carry out required steps securely, accurately, and on time.
• Act as the permanent internal point of contact for critical local infrastructure failures to avoid vendor response-time delays during outages.
• Provide hands-on troubleshooting for Windows PCs and Mac, including hardware, software, and network-related issues.
• Support employees with patient, responsive, and respectful service, communicating clearly and following issues through to resolution.
• Manage the complete IT asset lifecycle across the organization, beyond regulated lab or manufacturing terminals.
• Handle hardware receiving, tagging, inventory, assignment, recovery, reconciliation, repair, replacement, and retirement.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3–5 years in IT infrastructure and/or helpdesk support, with direct exposure to regulated environments (GxP, 21 CFR Part 11, or similar).
• Hands-on experience managing local network, server, and infrastructure environments.
• Experience managing or supervising MSP/staff-augmentation resources, including SLA and ticket-quality oversight.
• Working knowledge of IAM and privileged access administration in validated systems.
• Familiarity with backup and restoration testing and data integrity requirements in GxP environments.
• Strong communication skills, including cross-functional collaboration with technical and non-technical stakeholders.
• Relevant certifications are a plus, such as A+, Network+, Security+, or similar.

Technologies

• Windows
• Mac
• IAM
• Privileged access administration

Work environment

This is an on-site position based in South San Francisco, CA. The role requires collaboration with various departments and adherence to company policies and procedures.

Additional preferred qualifications

• Experience in a clinical-stage biotech, pharma, or life sciences environment.
• Prior experience supporting laboratory or manufacturing environments with regulated computer systems.
• Familiarity with regulatory requirements and industry standards related to documentation control.

Location: South San Francisco, CA (onsite). Salary: USD 120,000 - 134,000 per year. Minimum experience: 3 years.