Customer-Centric IT Helpdesk Analyst

Summit-Therapeutics; Palo Alto (CA); On-site; USD 52,000 - 56,000; Full time

Job summary

Summit Therapeutics Inc. is seeking an IT Helpdesk Analyst to join the IT Support team in Palo Alto.

You will be the first point of contact for end-users, delivering timely and effective solutions to minimize downtime and maintain productivity across the organization. You will diagnose and resolve issues across hardware, software, network, and peripherals, manage user accounts in Active Directory and Microsoft 365, and contribute to our knowledge base while supporting video conferencing tools

Qualifications

• Associate's degree or higher in Information Technology, Computer Science, or related field, or equivalent work experience.
• Minimum of 3+ years of experience in a helpdesk, desktop support, or IT support role.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice.
• Exposure to remote support tools (e.g., TeamViewer, AnyDesk).
• Proficiency with Windows 10/11 operating systems; basic macOS familiarity is a plus.
• Working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Familiarity with Active Directory user and group management.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Strong communication and interpersonal skills with a customer-first attitude.
• Ability to manage multiple tickets and priorities simultaneously under pressure.
• Ability to demonstrate professionalism, good judgment, and tact when dealing with sensitive and confidential issues.
• Experience in an enterprise environment with 500+ users.

Responsibilities

• Respond to and resolve inbound support requests via phone, email, and ticketing system (Tier 1 & Tier 2).
• Diagnose and troubleshoot hardware, software, network, and peripheral issues for end-users.
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
• Manage user accounts and permissions using Active Directory and Microsoft 365 Admin Center.
• Document incidents, resolutions, and workarounds clearly in the ITSM ticketing system.
• Escalate unresolved or complex issues to senior IT staff or specialized teams.
• Assist with onboarding of new employees including workstation setup and access provisioning.
• Maintain hardware and software inventory records.
• Support video conferencing systems and collaboration tools (Teams, Zoom, etc.).
• Contribute to the internal IT knowledge base by writing and updating support articles.
• All other duties as assigned

Skills

Customer service

Ticketing & issue triage

Communication skills

Multitasking

Education

Associate's degree or higher in IT or related field

CompTIA A+

CompTIA Network+

Microsoft certifications MD-102, MS-900

Tools

ServiceNow

Jira Service Management

Freshservice

TeamViewer

AnyDesk

Active Directory

Microsoft 365 Admin Center

Windows 10/11

Job description

Summit Therapeutics Inc. is seeking an IT Helpdesk Analyst to join the IT Support team in Palo Alto.

You will be the first point of contact for end-users, delivering timely and effective solutions to minimize downtime and maintain productivity across the organization. You will diagnose and resolve issues across hardware, software, network, and peripherals, manage user accounts in Active Directory and Microsoft 365, and contribute to our knowledge base while supporting video conferencing tools