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.

Responsibilities:

• 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 Io T 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.

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:

• • A regular schedule of Monday-Friday, 8am – 5pm

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

• US Citizenship is required.

Nice-to-haves (but not required):

• Experience with Jira.

• Exposure or familiarity with scientific, wet lab environments.

• Passion for science.

Arzeda compensation and benefits include:

• Comprehensive compensation package, to include equity

• Base Hourly Pay Rate: $28.85/hr - $33.65/hr (may vary based on level of experience, education and geography)

• Paid time off; company-observed holidays to include a company paid holiday closure between Dec 25 and Jan 1; and paid medical/family leave

• Excellent medical, dental, and vision insurance to include options for Health Savings Accounts

• 401(k) retirement savings plan

• Commuter benefits

This position is based in our Seattle, WA location - there is no relocation assistance offered at this time.