Information Systems & Informatics

Help Desk Technician

Office Location: Verona, WI

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Help Desk Technician

Arrowhead Pharmaceuticals, Inc. (Nasdaq:  ARWR) is a clinical stage biopharmaceutical company that develops medicines that treat intractable diseases by silencing the genes that cause them. Using a broad portfolio of RNA chemistries and efficient modes of delivery, Arrowhead therapies trigger the RNA interference mechanism to induce rapid, deep, and durable knockdown of target genes. RNA interference, or RNAi, is a mechanism present in living cells that inhibits the expression of a specific gene, thereby affecting the production of a specific protein. Arrowhead’s RNAi-based therapeutics leverage this natural pathway of gene silencing.

Arrowhead is focused on developing innovative drugs for diseases with a genetic basis, typically characterized by the overproduction of one or more proteins that are involved with disease. The depth and versatility of our RNAi technologies enables us to potentially address conditions in virtually any therapeutic area and pursue disease targets that are not otherwise addressable by small molecules and biologics. Arrowhead is leading the field in bringing the promise of RNAi to address diseases outside of the liver, and our clinical pipeline includes disease targets in the liver and lung with a promising pipeline of preclinical candidates.

Arrowhead’s corporate headquarters is in Pasadena, CA with research and development teams in Madison, WI & San Diego, CA, and a state of the art manufacturing facility in Verona, WI.  Our employees are nimble, science-driven innovators who are collaborating to bring new therapies to patients in need. 

The Position

We’re looking for a detail-oriented Help Desk Technician to provide front line support for our users across a hybrid Windows Active Directory and Microsoft Entra ID environment. You’ll resolve incidents, fulfill service requests, and assist with endpoint configuration and compliance using Microsoft Intune. The ideal candidate is customer focused, calm under pressure, and comfortable troubleshooting across Windows, Microsoft 365, and basic networking.

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.

Requirements:

  • 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.

Preferred:

  • 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.

#LI-ONSITE

Wisconsin pay range
$55,000—$67,000 USD

Arrowhead provides competitive salaries and an excellent benefit package.   

All applicants must have authorization to work in the US for a company.   

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