Help Desk Technician
Arrowhead Pharmaceuticals is a clinical stage biopharmaceutical company focused on developing innovative drugs for diseases with a genetic basis. The Help Desk Technician will provide front line support across a hybrid Windows Active Directory and Microsoft Entra ID environment, resolving incidents and fulfilling service requests while assisting with endpoint configuration and compliance. Responsibilities Provide Tier 1–2 support via phone, chat, email, and remote tools; document all work in the ticketing system and meet SLAs Troubleshoot Windows 11 issues (login, profiles, performance, application errors, updates) Support Microsoft 365 Office suite and basic Exchange Online tasks (mailbox access, distribution lists, shared mailboxes) Assist with account lifecycle in Windows Active Directory (user creation, group membership) and Microsoft Entra ID (cloud accounts, app assignments) Enroll and manage devices using Intune (Windows, iOS/iPadOS, Android) configuration profiles, compliance policies, and feature updates Assist with OS image creation and deployment, application packaging and installation (Win32/MSIX), and troubleshoot install/update failures Diagnose and resolve issues with laptops/desktops, docking stations, monitors, webcams, headsets, printers/MFDs Coordinate warranty/repair, RMA, and hardware inventory updates Basic troubleshooting of network connectivity (DNS, DHCP, Wi Fi) and remote access clients Create/update knowledge base articles, quick start guides, and runbooks Identify recurring issues, propose fixes, and escalate appropriately Skills Technical degree in an information technology related field 1 years in a help desk or desktop support role in a Windows enterprise environment Hands on experience with Active Directory and Microsoft Entra ID for identity and access tasks Practical knowledge of Microsoft Intune for device enrollment, policy management, app deployment, and compliance Proficiency with Windows 11, Microsoft 365 apps, and common endpoint drivers/peripherals Familiarity with PowerShell for routine administrative tasks (e.g., querying AD users/groups, basic Intune/Graph scripts) Solid grasp of TCP/IP fundamentals, DNS, DHCP, and Wi Fi troubleshooting Strong communication skills; ability to explain technical topics to non-technical users Bachelor's degree in Computer Science or a related field CompTIA A+, Network+, or Microsoft Certified: MD 102 (Endpoint Administrator) Scripting beyond fundamentals (PowerShell modules like Az, MSGraph, Intune) Exposure to Exchange Online, Teams telephony, Bitlocker and OneDrive sync conflict resolution Knowledge of Entra ID Connect / Cloud Sync concepts and hybrid identity basics Familiarity with MacOS basics and mobile device management (iOS/Android) within Intune Benefits Competitive salaries Excellent benefit package Company Overview Arrowhead Pharmaceuticals is a biotechnology company that focuses on the development of medicine to treat diseases with a genetic origin. It was founded in 1989, and is headquartered in Pasadena, California, USA, with a workforce of 501-1000 employees. Its website is