Onsite IT Helpdesk Analyst – Palo Alto

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

Job summary

Summit Therapeutics Inc. in Palo Alto, CA, is seeking an IT Helpdesk Analyst to be the first point of contact for end-user issues, delivering timely solutions and maintaining productivity across the organization. You will diagnose hardware, software, and network problems and manage accounts via Active Directory and Microsoft 365.

This role supports onboarding, inventory, and collaboration tools, with a focus on customer-first service in a fast-paced environment.

Qualifications

• Associate degree or higher in IT/CS or equivalent professional experience.
• Certifications: CompTIA A+, Network+, MD-102 or MS-900 are preferred.
• At least 3+ years 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 (TeamViewer, AnyDesk).
• Proficient with Windows 10/11; basic macOS knowledge is a plus.
• Working knowledge of Microsoft 365 and Active Directory.
• Strong communication and customer-first mindset.

Responsibilities

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

Skills

Customer-focused

Strong communication

Team collaboration

Multitasking under pressure

Education

Associate degree or higher in IT/CS or equivalent

Certifications: CompTIA A+, Network+, MD-102/MS-900

Tools

ServiceNow

Jira Service Management

Freshservice

TeamViewer

AnyDesk

Windows 10/11

macOS (basic)

Microsoft 365

Active Directory

Job description

Summit Therapeutics Inc. in Palo Alto, CA, is seeking an IT Helpdesk Analyst to be the first point of contact for end-user issues, delivering timely solutions and maintaining productivity across the organization. You will diagnose hardware, software, and network problems and manage accounts via Active Directory and Microsoft 365.

This role supports onboarding, inventory, and collaboration tools, with a focus on customer-first service in a fast-paced environment.