IT Helpdesk Technician (Tier 1)

at  Arzeda

Located in Seattle, Washington, Arzeda is solving some of today’s hardest and most meaningful problems – from food and nutrition to sustainable materials and homecare – by designing proteins that have the limitless potential to change everyone’s daily life. Our Intelligent Protein Design Technology™ merges computational protein design, machine learning, and synthetic biology tools to produce proteins, enzymes, and bio-based processes more efficiently than even Mother Nature. A deep tech, mission-driven company, we are passionate about our mission to design novel proteins and products that enhance our lives and protect our planet. At Arzeda, we value a strong desire to learn, innovate and be continuously challenged.
We are seeking an IT Helpdesk Technician (Tier 1) to join our dynamic and highly collaborative team. The ideal candidate will have a strong passion for IT and science, combined with a proactive and enthusiastic attitude. As the first point of contact for technical support, you’ll help ensure smooth IT operations across the office and lab environments, supporting our scientists and staff with any technical issues that arise. This role is perfect for someone who is eager to learn, flexible with changing priorities, and thrives in an environment where teamwork and customer service are paramount. Join us as our first dedicated internal IT support person, and contribute to a forward-thinking company while growing your technical skills in an exciting and supportive environment.

QUALIFICATIONS:

• Associate’s degree, or relevant certification in Information Technology; or HS diploma and 1 year of relevant IT helpdesk experience.
• Technical Proficiency: Experience with Windows 10/11, MS Office, and email support. Experience with computer systems, including hardware and software troubleshooting (industry or personal experience is accepted).
• Customer Service Experience: Prior experience in customer service, demonstrating excellent people skills.
• Problem-Solving Ability: Demonstrated experience diagnosing basic technical issues and recognizing when to escalate.
• Strong verbal and written communication skills.
• Attention to detail and a proactive, eager-to-learn mindset.
• Ability to lift 50 pounds without assistance.
• Ability to accommodate working onsite, to include:
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• A regular schedule of Monday-Friday, 8am – 5pm

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• Occasional after-hours availability for systems maintenance and responding to technical emergencies. (Must have your own reliable transportation for this).

• US Citizenship is required.

• Respond to Emerging Incidents: Act as the first point of contact for technical issues (phone, e-mail, or in person), ensuring quick and effective responses to daily incidents. Provide onsite support for computers, robots, scientific instruments, network and IoT devices.
• Ticketing System Management: Use Jira to log, document, and escalate issues while maintaining structured communication around tickets.
• Troubleshoot and Triage: In a complex IT environment with onsite and cloud services, diagnose and resolve Tier 1 hardware and software issues, escalating complex cases to higher-tier support.
• Project Support: Assist in ongoing IT projects, including installations, maintenance, and improving the IT user experience (e.g., setting up A/V equipment for presentations and company meetings).
• Vendor Collaboration: Work closely with vendors to configure lab instruments and install lab computers.
• PC & Laptop Management: Following SOPs, set up, maintain, and refresh laptops for new hires, spares, and general use.
• Collaboration: Work with internal stakeholders at all levels of the organization and MSPs to solve technical problems and ensure seamless IT operations. Effectively advise and assist employees and contractors on appropriate action.
• Maintain the highest possible level of customer service, and a safety-first mindset.
• Other duties as assigned.