Bachelor's degree in a related field or equivalent practical IT experience.
4+ years of IT support/operations experience; biotech experience is a plus.
Experience with helpdesk/desktop support and ticketing systems (Freshservice preferred).
Proficient in managing Windows endpoints using Microsoft Intune/MEM.
Familiarity with M365, Okta, and Zoom administration.
Responsibilities
Provide Tier 1/Tier 2 IT support through the helpdesk, ensuring prompt issue resolution and strong customer service.
Perform user onboarding and offboarding, including account provisioning across core systems.
Deploy, configure, and support end-user devices using Microsoft Intune/MEM.
Support lab computers and related software, escalating specialized issues as needed.
Manage IT asset inventory and lifecycle, including procurement and tracking.
Benefits
Comprehensive benefits package including health and wellness programs.
Equity component as part of the compensation package.
Opportunities for professional growth and development.
Collaborative work environment with a focus on innovation.
Hands-on experience with cutting-edge technologies in a biotech setting.
Full Job Description
Summary:
Vaxcyte is seeking an IT Operations Engineer to deliver the frontline and escalated IT support that keeps the organization running. Working within the IT Operations team, the IT Operations Engineer supports end users, manages endpoints and IT services, provisions accounts and access, and helps maintain a secure, reliable environment. This role is a strong fit for a customer-focused, hands-on technician who enjoys solving problems and wants to grow their IT career.
Essential Functions:
Provide Tier 1 / Tier 2 IT support through the helpdesk / ticketing system, resolving issues promptly and with strong customer service while adhering to SLAs.
Perform user onboarding and offboarding, including new hire orientation, account, access, and license provisioning across core systems.
Deploy, configure, and support end-user devices (Windows) through Microsoft Intune / MEM and related endpoint tools.
Provide IT support for lab computers - operating system, connectivity, endpoint management, security, and best-effort support for lab and instrument software - in partnership with Lab Operations, escalating specialized or validated-system issues as appropriate.
Support core end-user technologies, including M365, Okta, Teams / Zoom, and conferencing / AV systems.
Provide hands-on support for meetings and conferencing - conference-room setup, AV equipment, and video conferencing (Teams / Zoom) - including live support for meetings and company events.
Manage IT asset inventory and lifecycle, including procurement support, tracking, and reclamation.
Support endpoint and operational security, including endpoint protection, patching, MFA.
Escalate complex technical issues to Systems Engineering and collaborate on resolution.
Support cross-functional and office / facilities-adjacent IT needs as they arise.
Create and maintain clear documentation, knowledge-base articles, and standard operating procedures.
Participate in pre-scheduled, after-hours or on-call support for special projects or events.
Provide first-line support and administration for end-user AI tools (e.g., Microsoft 365 Copilot, ChatGPT / Claude Enterprise) - including access requests, provisioning, and troubleshooting.
Support enforcement of AI acceptable-use and data-handling policies at the end-user level, escalating governance or security concerns as needed.
Requirements:
Bachelor's degree in a related field, or equivalent practical IT experience with a minimum of 4+ years of IT support / operations experience. Biotech experience is a plus. Other combinations of education and/or experience may be considered.
Experience providing helpdesk / desktop support and using a ticketing system (Freshservice is a plus).
Experience managing Windows endpoints with tools such as Microsoft Intune / MEM.
Experience supporting lab, scientific, or instrument PCs is a plus.
Working knowledge of M365, Okta, and Zoom administration.
Experience supporting conference-room AV and video conferencing (Teams / Zoom) is a plus.
Strong customer-service orientation, communication skills, and a systematic approach to troubleshooting.
Awareness of IT security fundamentals (endpoint protection, MFA, patching, security awareness).
Exposure to supporting enterprise AI tools is a plus.
Ability to create clear documentation, adapt and learn new skills, and follow established procedures.
Ability to work under pressure and meet deadlines.
Reports to: Senior Director, IT Operations & Infrastructure
Location: San Carlos, CA
Work Arrangement (may be adjusted based on business needs, job responsibilities, or changes to company policy): Onsite (minimum of 4 days per week onsite)
Compensation: The compensation package will be competitive and includes comprehensive benefits and an equity component.
Salary Range: $120,000 - $140,000
About Vaxcyte
Vaxcyte is a clinical-stage biotechnology company developing a new generation of vaccines to address some of the most important and deadly infectious diseases worldwide. The company's cell-free protein synthesis platform, comprising the XpressCFTM platform, is capable of rapidly generating protein antigens that can be used in vaccines to protect against bacterial and viral pathogens. Vaxcyte's lead vaccine candidate, VAX-24, is a preclinical, 24-valent pneumococcal conjugate vaccine (PCV) being developed for the prevention of pneumococcal disease. The company is also developing VAX-XP, a PCV with expanded serotype coverage, as well as vaccines for Group A Streptococcus, Group B Streptococcus, and Lyme disease.
