Help Desk Technician
Arrowhead Pharmaceuticals is a clinical stage biopharmaceutical company focused on developing innovative drugs for diseases with a genetic basis. The Help Desk Technician will provide front line support across a hybrid Windows Active Directory and Microsoft Entra ID environment, resolving incidents and fulfilling service requests while assisting with endpoint configuration and compliance.
Responsibilities
- Provide Tier 1–2 support via phone, chat, email, and remote tools; document all work in the ticketing system and meet SLAs
- Troubleshoot Windows 11 issues (login, profiles, performance, application errors, updates)
- Support Microsoft 365 Office suite and basic Exchange Online tasks (mailbox access, distribution lists, shared mailboxes)
- Assist with account lifecycle in Windows Active Directory (user creation, group membership) and Microsoft Entra ID (cloud accounts, app assignments)
- Enroll and manage devices using Intune (Windows, iOS/iPadOS, Android) configuration profiles, compliance policies, and feature updates
- Assist with OS image creation and deployment, application packaging and installation (Win32/MSIX), and troubleshoot install/update failures
- Diagnose and resolve issues with laptops/desktops, docking stations, monitors, webcams, headsets, printers/MFDs
- Coordinate warranty/repair, RMA, and hardware inventory updates
- Basic troubleshooting of network connectivity (DNS, DHCP, Wi Fi) and remote access clients
- Create/update knowledge base articles, quick start guides, and runbooks
- Identify recurring issues, propose fixes, and escalate appropriately
Skills
- Technical degree in an information technology related field
- 1 years in a help desk or desktop support role in a Windows enterprise environment
- Hands on experience with Active Directory and Microsoft Entra ID for identity and access tasks
- Practical knowledge of Microsoft Intune for device enrollment, policy management, app deployment, and compliance
- Proficiency with Windows 11, Microsoft 365 apps, and common endpoint drivers/peripherals
- Familiarity with PowerShell for routine administrative tasks (e.g., querying AD users/groups, basic Intune/Graph scripts)
- Solid grasp of TCP/IP fundamentals, DNS, DHCP, and Wi Fi troubleshooting
- Strong communication skills; ability to explain technical topics to non-technical users
- Bachelor's degree in Computer Science or a related field
- CompTIA A+, Network+, or Microsoft Certified: MD 102 (Endpoint Administrator)
- Scripting beyond fundamentals (PowerShell modules like Az, MSGraph, Intune)
- Exposure to Exchange Online, Teams telephony, Bitlocker and OneDrive sync conflict resolution
- Knowledge of Entra ID Connect / Cloud Sync concepts and hybrid identity basics
- Familiarity with MacOS basics and mobile device management (iOS/Android) within Intune
Benefits
- Competitive salaries
- Excellent benefit package
Company Overview