Temporary Information Services Technician III

Ionis Pharmaceuticals, Inc. - Carlsbad, CA

Ionis Pharmaceuticals, Inc., located in the North San Diego County city of Carlsbad, was founded in 1989 and was purposely designed to create a better, more efficient drug discovery platform, establish a new innovation-centered business model, and maximize the value of every medicine created and get it to the people who need it most as quickly and as efficiently as possible.

With the RNA molecule as the basis of our novel drug discovery platform, we are targeting an unprecedented range of therapeutic areas. Our antisense therapies are disrupting diseases and changing their course—from the rarest of conditions, to those that impact millions of people. We currently have three commercial products and more than 40 potentially transformative medicines in our pipeline designed to treat a broad range of diseases.

Ionis is a challenging, motivating and rewarding environment designed to foster innovation and scientific excellence. Our success is a direct result of our outstanding employees. We are interested in bringing together individuals with different skill sets into this creative environment to be part of a productive team. Join us and experience our unique culture while you develop and expand your career.


The candidate will be responsible for providing hardware and software and installation support in a multi-location mixed computing environment. Must be capable of providing client facing and remote support, as well as providing after-hours, on-call and special project support as required. The selected candidate must have attention to detail, efficiency, affinity for customer service, ability to demonstrate tact and poise while providing remote and direct customer support and have the ability to be flexible based on changing situations and information.

The candidate must remain technically proficient with new desktop technologies as released and most be proficient in providing desktop, mobile and audio-visual support.

Setup, removal and management of desktop computer hardware, software mobile devices and peripherals
Administration, tracking and preventative maintenance of audio-visual equipment
Support of video and teleconferences, and special meeting events
Administration, tracking and maintenance of hardware/software inventories
Administration, tracking and maintenance of all desktop software, Windows Operating System and Virus definitions and updates
Administration, tracking and maintenance of user support calls and service tickets
Creation and management of desktop and conference room images and management of enterprise desktop software deployment tools
Creation and management of user account services, including but not limited to o365, QuickBase, File/Folder permissions, etc.
Creation and management of Exchange related services including contact and distribution lists, mobile device setup, and 3rd party products
Creation and management of Service Desk documentation
Respond to customer inquiries via incoming service request (ticket) or telephone calls
Provide prompt, courteous resolution to desktop and peripheral device support issues
Provide first-point resolution on at least 95% of service calls. Awareness and capability to promptly escalate critical support issues to more senior IT staff members and management as required
Compliance with IT SOPs, SOX guidelines and practices
Provide on-call after-hours support on a rotating basis

Minimum 3-6 years of experience in a customer facing desktop support position. A+ Certification or CCNA or equivalent experience required. MCSE desired
Prior experience providing desktop support for Microsoft Office/Exchange is required. Must be proficient in support of Microsoft Operating Systems including: Windows 7, Windows 10, Windows server 2008, Windows server 2012, file and print services, and remote management tools
Prior experience providing desktop support of Microsoft Office 2016 suite is required. Familiarity with a variety of desktop software, tools and utilities
Familiarity with the following applications; o365, SharePoint, Exchange, Veeva, PAN Traps, PAN Global Protect, Zoom, Okta, MFA
Demonstrated ability in the installation, configuration and setup of desktop software and hardware and the creation of desktop images using automated deployment tools such as MDT
Capable of providing of audio visual and conferencing equipment support and troubleshooting and ability to maintain currency in audio visual standards such as HDMI, DVI, etc.
In-depth knowledge of anti-virus malware software as well as knowledge of user-level desktop, web and mobile security
Ability to grasp new concepts quickly and adept at independent problem solving
Willing to assume new assignments as required and provide prompt, efficient support
Ability to routinely analyze Service Desk and user facing processes and provide efficiency recommendations
Ability to perform routine tasks such as mobile device activation, media management, new hire orientation
Ability to lift and install equipment up to 40 lbs. Ability to perform repetitive tasks with prolonged sitting, standing and/or keyboard & computer use
Familiarity with networks, wireless services, and mobile devices is required
Knowledge of Mac OS X and IOS required
Prior experience with Commvault Simpana or other enterprise backup solution
Reliable and a team player

Please visit our website, www.ionispharma.com, for more information about Ionis and to apply for this position; reference requisition #INFOR02076.


Ionis Pharmaceuticals, Inc. and all its subsidiaries are proud to be EEO employers.