Position Overview:

The IT Help Desk Analyst is a Redwood City based role and will assist Pulmonx employees via the phone, remote access, or in person. The goal of this position is to ensure adherence to Pulmonx company IT Policies & Procedures while ensuring overall client satisfaction.

To succeed in this role, the Help Desk Analyst must effectively collaborate with the IT team, global business peers, and third-party partners to provide timely and exceptional support for Pulmonx employees to do their jobs effectively.

Responsibilities and Capabilities:

• Act as the first point of contact for technical assistance, providing prompt troubleshooting and resolution for hardware, software, and system-related issues. Manage the daily IT ticket queue, ensuring all tickets are logged, prioritized, and resolved
• Utilize Microsoft Intune to manage and secure Windows and Mac OS X devices, ensuring proper configuration, compliance, and updates. Support key productivity tools, such as Adobe, DocuSign, Microsoft SharePoint, and Zoom, to enhance user efficiency.
• Oversee IT-related tasks for onboarding and offboarding employees, including account setup, hardware configuration, and data security. Contribute to the improvement of the Knowledge-Centered Service (KCS) model by updating and maintaining a centralized knowledge base.
• Analyze trends in technical issues and identify opportunities to improve IT processes and systems. Communicate key findings to IT Management to drive enhancements in service delivery.
• Assist with small-scale IT projects, such as hardware rollouts or software updates, by coordinating timelines and resources. Perform other IT-related duties as assigned and stay informed about emerging technologies and best practices.
• Other duties as needed.

Requirements:

• BS in computer science, management information systems, information technology, or related field.
• 3+ years of related work experience required with Life Sciences industry preferred (e.g., medical device, biotech, or pharmaceutical)
• Demonstrated experience managing and supporting tier 1-2 corporate Cloud and on-premises enterprise systems (Microsoft 365 Enterprise, Active Directory (On-Premise & Microsoft Entra), Windows File Systems, etc.)
• Functional System Administrative level experience with Microsoft 365 and cloud-based productivity suites
• Excellent verbal and written skills; able to build strong rapport across all functional areas and with external partners.
• Experience with support of international commercial business operations.
• Varied work scheduled based on company needs with the expectation of 3 days in office and 2 days remote.

Other Requirements:

General:

• The person will be expected to follow and support all Company policies and procedures
• The person must ensure their activities comply with all legal and regulatory requirements applicable to the product lines and markets in which the Company participates
• Strong customer service and positive mindset.

Compensation: Base salary of $95,000 - $105,000

Please note that an application and resume must be completed and submitted for consideration for this opportunity.

Pulmonx Corporation is an Equal Opportunity Employer and embraces diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.

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