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Service Desk Analyst & Network Administrator

About us: Lucira Health is a startup striving to transform the way infectious diseases are diagnosed. Lucira Health is the first at-home COVID test authorized by the FDA. Our technology is a single-use, user-friendly COVID test kit that can produce a positive or negative result at home within 30 minutes. This technology bypasses centralized medical lab testing and streamlines patient care. Our current areas of focus include COVID and influenza.

Responsibility and Authority:

  • Experience with personal computer and infrastructure deployment, and asset management (depot services)
  • Experience working with an IT Managed Service Provider (MSP): onboarding/offboarding/role changes, procurement of computers and peripherals, support processes, escalations, reporting, and management
  • Experience with and performing technical troubleshooting and problem resolution involving with these or similar products:
    • Desktop Operating System: Microsoft Windows 10 & Mac OS X 10.x/11.x
    • Server Operating System: VMware ESXi & Microsoft Windows Server 2016-2019
    • LAN and WAN network connectivity and management: Cisco Meraki, VLAN, Subnetting, and Wireless
    • Cloud backup: Datto
    • VoIP Telephony: Avaya Cloud Office
    • Data Storage: Egnyte (web and desktop)
    • Desktop applications: Microsoft Office 365 and G Suite for Business
    • Access control and password management
  • Assist in the planning and project management of new IT infrastructure and application investments
  • Customer service/support via phone, on-Site & email
  • Some experience with cloud computing (Amazon Web Services, Microsoft Azure, and Google Cloud Platform)
  • Effectively use problem solving skills and analytical thinking to identify and troubleshoot issues using tools such as system logs
  • Testing/evaluation of operating systems, telephony, productivity applications, and data management for future adoption or upgrades
  • Evaluate and apply department policies and procedures
  • Strong understanding of ITSM systems and core modules (service request, incident, problem, change and release, asset, and licensing)
  • Ability to write runbooks, technical documentation, and work instructions (and proactively updating documentation)
  • Willing and able to handle off-hours support, including on-call

Scope of Duties:

  • Identify and implement infrastructure, software, processes, and alerting/monitoring to improve system availability, performance, and security
  • Provide complex issue and third level IT support for hardware and software issues that arise
  • Partner with IT Management to align efforts of IT Managed Service Provider (MSP), equipment and software providers, and internal business functions to ensure qualitative and timely delivery of services
  • Perform maintenance and upgrades during regularly scheduled maintenance windows
  • Be available for emergency after-hour outages to minimize time to restore services
  • Ensure compliance to FDA, SOX, and other regulatory requirements
  • Document core technical configurations and processes

Education and Training:

  • College degree (AA/AS or BA/BS)
  • 5 or more years of progressive work experience in a Life Sciences industry company (e.g., medical device, biotech, pharmaceutical, or genomics)
  • Experience working in a high growth company with 150+ employees
  • Training on networking, including routers, firewall, switches, and wireless access points
  • Experience with VMWare ESXi, Windows Server, and client computing operating systems
  • Experience using and managing enterprise Cloud applications
  • Experience with managing Cybersecurity policies and single-sign-on technologies
  • ITIL service desk

Other Requirements:

  • Self-starter with strong, proactive work ethic
  • Willingness to learn new tasks and a positive, service-oriented attitude
  • Ability to multi-task in a fast-paced, dynamic environment
  • Work collaboratively with different business functions and external vendors
  • Leadership skills in managing and mentoring IT staff across various disciplines
  • Excellent verbal and written communication and interpersonal skills
  • Knowledge of Good Manufacturing Practices (GxP) and applicable Quality system standards

Working Conditions:

  • Ability to lift 50 pounds
  • No medical conditions preventing routine use of a computer or access to a controlled environment room

Lucira Health is an Equal Opportunity Employer
Individuals seeking employment at Lucira Health are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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