IT Helpdesk Analyst

Role: IT Helpdesk Analyst supporting Summit’s clinical and corporate IT infrastructure, primarily onsite in Palo Alto, CA. Objectives include providing timely technical support to end-users, resolving hardware/software/network issues, and maintaining IT systems to ensure organizational productivity. Responsibilities encompass incident diagnosis, troubleshooting, device setup, user account management via Active Directory and Microsoft 365, ticket documentation, escalation, onboarding support, inventory management, and supporting collaboration tools. Requirements: Associate’s degree or higher in IT/Computer Science or equivalent experience; 3+ years in helpdesk or desktop support; certifications such as CompTIA A+, Network+, or Microsoft MD-102/MS-900; proficiency with Windows 10/11, Microsoft 365, Active Directory, basic networking, and remote support tools. Preferred: experience with ITSM platforms (ServiceNow, Jira), enterprise environments (>500 users), and familiarity with macOS. The position emphasizes customer service, multitasking under pressure, and professionalism in handling sensitive issues. Develops and updates internal support knowledge base. The role supports Summit’s clinical trials in oncology, including multiple Phase 3 studies for NSCLC and CRC, with an investigational therapy (ivonescimab). The position involves minimal travel and is integral to maintaining the IT infrastructure supporting Summit’s oncology research activities.