IT Helpdesk and Infrastructure Support
Neurona Therapeutics
Summary
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.
Job description
Key Responsibilities
Onsite MSP Leadership and Central Escalation Point
- Onsite Vendor Governance: Acts as the direct daily manager and technical escalation point for the two outsourced MSP staff augmentation FTEs, ensuring accountability and SLA compliance.
- Complex Infrastructure Ownership: Owns local network, server, and core infrastructure management, keeping high-level architectural knowledge in-house rather than solely with the vendor.
- Ticket Quality Gatekeeper: Reviews local tickets completed by the MSP to verify that technical troubleshooting meets strict internal standards before closing.
- Blocker Resolution: Oversees and resolves issues when the MSP encounters blockers, stepping in as the technical authority when vendor troubleshooting stalls.
GxP Access Control and Data Integrity
- Privileged Identity Administration: Executes high-risk identity and access management (IAM) changes in validated systems, keeping sensitive administrative keys away from outsourced staff.
- Local GxP Asset Stewardship: Manages the deployment, tracking, and physical security of regulated laboratory or manufacturing computer terminals that require strict data integrity controls.
- Validated Backup Verification: Performs and documents the technical data restoration tests required by GxP regulations to prove backup validity, a task that cannot be fully outsourced.
Operational Readiness
- Onboarding & Offboarding Anchor: Drives the operational workflow for employee lifecycles, ensuring the outsourced staff executes tasks securely, accurately, and on time.
- On-Site Emergency Response: Serves as the permanent, internal point of contact for critical local infrastructure failures, eliminating vendor response-time delays during outages.
Hands-On Technical Support
- Direct End-User Troubleshooting: Provides hands-on Windows PC and Mac troubleshooting, including hardware, software, and network-related issues.
- Employee Relationship Building: Builds trusted working relationships with employees by providing patient, responsive, and respectful hands-on support while communicating clearly and following issues through to resolution.
Asset Lifecycle Management
- Full Asset Lifecycle Ownership: Manages the complete IT asset lifecycle across the organization, not limited to regulated laboratory or manufacturing terminals.
- Hardware Lifecycle Execution: Handles hardware receiving, tagging, inventory, assignment, recovery, reconciliation, repair, replacement, and retirement.
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.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 3–5 years in IT infrastructure/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/privileged access administration in validated systems
- Familiarity with backup/restoration testing and data integrity requirements in GxP environments
- Strong communication skills, with the ability to work cross-functionally with both technical and non-technical stakeholders
- Relevant certifications a plus (A+, Network+, Security+, or similar)
- 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
Company overview
Neurona Therapeutics is a clinical-stage biotechnology company pioneering regenerative cell therapies for neurological disorders. The company specializes in developing allogeneic, off-the-shelf cell therapies derived from human pluripotent stem cells to treat chronic neurological conditions. Neurona's lead program focuses on NRTX-1001, an investigational cell therapy for drug-resistant focal epilepsy, which has shown promising results in early clinical trials. The company's proprietary platform enables the production of specific types of inhibitory interneurons that can restore neural circuit balance in the brain. Founded by leading neuroscientists, Neurona combines deep expertise in stem cell biology, neuroscience, and clinical development to address unmet medical needs in epilepsy, Alzheimer's disease, and other neurological disorders. The company's innovative approach represents a paradigm shift in treating chronic neurological conditions through regenerative medicine rather than symptom management alone.