Senior IT Service Specialist

Crinetics is a pharmaceutical company based in San Diego, California, developing much-needed therapies for people with endocrine diseases and endocrine-related tumors. We were founded by a dedicated team of scientists with the simple belief that better therapies developed from rigorous innovation can lead to better lives. Our work continues to make a real difference in the lives of patients. We have a prolific discovery engine and a robust preclinical and clinical development pipeline. We are driven by science with a patient-centric and team-oriented culture. Crinetics is known for its inclusive workplace culture. We are also a dog-friendly workplace. This is an exciting time to join Crinetics as we shape our organization into the world’s premier fully-integrated endocrine company from discovery to patients. Join our team as we transform the lives of others.

Position Summary

The Senior IT Service Specialist (Tier 2) is an on-site technical expert supporting employees at our headquarters. This role provides advanced troubleshooting for end-user hardware, software, and enterprise tools, ensuring a reliable and secure technology experience.

This role will be a key escalation point for the Service Desk, resolving complex incidents, supporting Windows and macOS devices, and managing issues across our application and network environment.

A major part of this role is supporting AV and conference room technology, primarily Microsoft Teams (including Teams Rooms) with some Zoom usage for meetings and events.

Essential Job Functions And Responsibilities

These may include but are not limited to:

End-User Support (Tier 2)

• Act as an escalation point for Tier 1 / Service Desk tickets requiring deeper technical investigation or on-site support.
• Troubleshoot and resolve complex issues related to:
• Windows 10/11 and macOS endpoints
• Enterprise applications (e.g., Microsoft 365, collaboration tools, VPN, security agents)
• Network connectivity at the endpoint level (wired, Wi-Fi, VPN).
• Provide on-site, deskside support at headquarters for employees, contractors, and executives.
• Own incidents and requests from intake to resolution, documenting steps and resolutions in the ITSM/ticketing system.
• Collaborate with infrastructure, networking, security, and application teams to resolve cross-functional or recurring issues.
  

Hardware & Software Management

• Install, configure, and support desktops, laptops, docks, monitors, and peripherals (printers, scanners, webcams, headsets, etc.).
• Perform OS deployments, reimages, and upgrades using standard deployment tools and processes.
• Install and support approved applications and line-of-business software.
• Help maintain accurate inventory of hardware assets and software licenses.
• Support endpoint security tools such as antivirus/EDR, disk encryption, VPN clients, and MFA tools.
  
  

AV & Conference Room Support (Microsoft Teams Zoom)

• Support and maintain conference room AV systems at headquarters, including:
• Microsoft Teams Rooms systems
• Room PCs, cameras, microphones, speakers, and displays
• Control panels and room scheduling integrations.
• Provide live, on-site support for:
• Microsoft Teams meetings (including hybrid and executive meetings)
• Zoom meetings and webinars when required (external partners, special events).
• Troubleshoot AV issues in real time (audio problems, camera issues, screen sharing, connectivity, display routing, etc.).
• Coordinate with vendors, facilities, and networking teams for AV installations, upgrades, and maintenance.
• Maintain and improve documentation for room setups, AV standards, and end-user guides.
  

Customer Experience & Process Improvement

• Deliver a high level of customer service with clear, timely, and professional communication.
• Educate users on best practices, collaboration tools, and self-service options.
• Identify recurring incidents and propose improvements to processes, standards, or tooling.
• Create and maintain internal knowledge base articles, SOPs, and user-facing documentation.
• Support onboarding and offboarding processes, including device setup, account configuration, and access changes.
  
  

Required

Education and Experience:

• Bachelor’s or associates degree in related field
• 5 years of experience in IT desktop support, service desk, or similar end-user support role, preferably in an enterprise environment.
• Strong experience with:
• Windows 10/11 (and ideally macOS as well)
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, etc.)
• Active Directory / Azure AD for user and group management, password resets, and basic troubleshooting
• Endpoint management tools (e.g., Intune, SCCM, Jamf, or similar).
• Proven experience troubleshooting:
• End-user hardware (laptops, desktops, docks, monitors, peripherals)
• Operating system and application issues
• Client-side networking issues (Wi-Fi, VPN, DNS, proxy).
• Hands-on experience with AV and video conferencing systems, especially Microsoft Teams (Teams clients and Teams Rooms), and Zoom.
• Familiarity with ITSM/ticketing tools (ServiceNow, Jira Service Management, or similar).
• Strong verbal and written communication skills with a customer-service mindset.
• Ability to work on-site full-time at headquarters.
  

Preferred

• Certifications such as CompTIA A , Network , Microsoft MD-100/MD-101, or similar.
• Experience working in an ITIL-based environment (incident, request, problem management).
• Experience supporting executive leadership or VIP users.
• Exposure to scripting/automation (e.g., PowerShell) for common support tasks.
• Experience with mobile device management (iOS/Android) and MDM tools.
• Customer-focused, empathetic, and patient with non-technical users.
• Strong troubleshooting and analytical thinking.
• Ability to work independently while also collaborating closely with teammates and other IT functions.
• Comfortable in a fast-paced environment with shifting priorities.
  
  

Physical Demands And Work Environment

Physical Activities: On a continuous basis, sit at desk for a long period of time; intermittently answer telephone and write or use a keyboard to communicate through written means. Some walking and lifting up to 25 lbs. may be required. The noise level in the work environment is typically low to moderate. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and responsibilities.

Laboratory Activities (if applicable): Biology and chemical laboratory environment experience needed. Environmental health and safety requirements also apply.

Travel

You may be required to travel for up to 5% of your time.

Equal Opportunity Employer

Crinetics is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of sex, sexual orientation, gender (including gender identity and/or expression), pregnancy, race, color, creed, national or ethnic origin, citizenship status, religion or similar philosophical beliefs, disability, marital and civil union status, age, genetic information, veteran status or any personal attribute or characteristic that is protected by applicable local, state or federal laws.

Salary Range

The salary range for this position is: $42.78 - $53.36.

In addition to your base pay, our total rewards program consists of a discretionary annual target bonus, stock options, ESPP, and 401k match. We also provide top-notch health insurance plans for employees (and their families) to include medical, dental, vision and basic life insurance, 20 days of PTO, 10 paid holidays, and a winter company shutdown.