IT Support Specialist

IT Support Specialist (Onsite in South San Francisco, CA)Job DescriptionWe are seeking a highly experienced and self-motivated IT Support Analyst with a minimum of 5+ years of recent hands-on experience in fast-paced IT Helpdesk and Desktop and Lab Support environments. In this critical role, you will provide comprehensive technical support to our global workforce across multiple locations, ensuring seamless IT operations for both in-office and remote users. You will be instrumental in maintaining a high standard of service, troubleshooting complex issues, and managing essential IT assets.What you will be doingService DeskTroubleshoot Mac and Windows hardware, operating systems and software, and mobile devicesEnsure that all issues and requests are documented accurately in the IT ticketing systemMonitor and triage incoming tickets in the IT Helpdesk Ticket QueueProvide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requestsMonitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer supportResearch technical solutions in department-specific applicationsFollow up with end users, provide feedback, and see issues and requests through to resolutionSupport multiple Twist locations and must be versed in providing remote supportParticipate in a rotation to provide after-hours/weekend on-call coverageAdhere to service-level agreementsAssist with Major Incidents as required, including sending employee communicationsManage complex projects with multiple components and teamsAssist with the procurement and lifecycle management of physical assets and software licensesDocument procedures and develop end-user instructionsResponsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.Some travel may be required (2 to 3 weeks per year) Site Support (For In-Office Staff)Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboards)Performing regular site checks Support for laboratory, Shipping and other on-premise hardwareSupport for network hardware and local printersMust be able to lift and carry 25 lbsSoftware and Application SupportGoogle SuiteMS OfficeOther workstation applicationsCollaboration ToolsIdentity and Access ManagementProvision, modify and revoke account access and licenses as requiredSeek and document approvals as necessaryAssist with gathering evidence for auditors in support of compliance effortsConduct internal checks to ensure compliance with standards and processesOn/Off-BoardingProcess new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation. Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levelsQualifications5+ years of recent hands on IT Helpdesk & Desktop experience requiredBe able to communicate effectively in both verbal and written communicationsMust be confident in your technical abilities and be able to communicate effectively with a non-technical end user communityHigh energy and ability to work independently in a very fast growth environmentDeep understanding of business processesExtensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS OfficeComfortable wearing Personal Protective Equipment when required to support systems located in labsAbility to effectively and efficiently troubleshoot hardware and software issuesSolid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)Excellent customer service skillsExperience supporting mobile devices in a corporate settingPrevious experience with a mid-sized (4000) person international companySelf-sufficient, self-managed, self-motivated, must be effective working independentlyAbility to work within a team of technicians and support analystsFamiliarity with IT Service Management and ITIL concepts and processesMust have good people skills, working directly with end users both in person and on the phone and zoomHDI Support Center Analyst or Desktop Support Technician certifications a plusITIL Foundation Certification a plusAbout Twist BioscienceTwist Bioscience synthesizes genes from scratch, known as "writing" DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.The base cash compensation for this California-based role is below. In addition to base salary, this role is eligible for bonus, equity, and a generous benefits package. Final compensation amounts are determined by multiple factors, including candidate skill, experience, expertise, and location and may vary from the amount listed above. Compensation may be different in other locations.San Francisco Bay Area Pay Range$33-$39 USD

Created: 2026-04-02