Help Desk Support Specialist

About Capricor Therapeutics
Capricor Therapeutics is a biotechnology company dedicated to developing transformative therapies for rare diseases, with a primary focus on Duchenne muscular dystrophy (DMD). We are pioneers in cell therapy and exosome-based technology, leveraging our proprietary StealthX™ platform to engineer innovative treatments. Our team is committed to harnessing cutting-edge science and advanced technologies to meet the unmet needs of patients living with DMD and other challenging medical conditions. Join us on our journey as we push the boundaries of medical science and pave the way for a healthier future.

About the Role
We are seeking a customer-focused and technically skilled IT Help Desk professional to join our dynamic IT team. This role provides first-line (Tier 1) support to employees, ensuring timely resolution of IT-related issues and maintaining smooth operations across the organization. If you’re passionate about technology and helping others, this is your chance to make an impact.

Responsibilities

• Provide first-line technical support to users via phone, email, chat, or ticketing system (Jira) for IT-related issues.
• Diagnose and resolve technical problems, including login issues, software malfunctions, and connectivity challenges.
• Assist with the setup, maintenance, and repair of desktops, laptops, printers, and mobile devices.
• Install, configure, and update software applications as needed.
• Log and track incidents in the ticketing system, escalating complex issues to higher-level support when necessary.
• Assist with password resets, account unlocking, and onboarding/offboarding processes for new and departing users.
• Deliver exceptional customer service, communicating effectively with non-technical users and setting clear expectations for resolution timelines.
• Create and maintain a knowledge base with solutions to common issues, as well as document processes, procedures, and troubleshooting steps for internal use.
• Occasionally provide support outside of normal business hours to meet business needs.

Requirements

• Knowledge of Windows, Mac, and Linux operating systems.
• Excellent communication and interpersonal skills, with the ability to assist non-technical users patiently and empathetically.
• Strong time management and multitasking abilities in a fast-paced environment.
• Ability to receive and act on both positive and negative feedback.
• Proactive problem-solving skills, with the ability to research solutions and handle ambiguity.
• Previous experience in IT support or a help desk role is a plus.
• Willingness to occasionally work outside of standard hours to support business needs.

Work Environment / Physical Demands

• This role is primarily sedentary, requiring the ability to sit for extended periods while working at a computer.
• May involve occasional lifting of IT equipment (e.g., laptops, printers) up to 20 pounds.

Compensation (USD)

• Compensation: $65,000-$75,000 based one experience
• This role offers competitive compensation and a comprehensive benefits package, including health insurance, 401k matching, and opportunities for professional development.

Role Specific Location Policy
This role is based at our headquarters in La Jolla, California.

Come Work With Us!
Capricor Therapeutics is headquartered in San Diego, California. We offer competitive compensation and benefits, generous vacation and parental leave, flexible working hours, and a collaborative work environment.