Provides first-level technical support to club and corporate employees through phone and email. Diagnoses and resolves hardware, software, network, account-access, and application issues; documents interactions in ticketing systems; escalates critical incidents; follows up on resolutions; meets service-level targets; and contributes to service desk projects and training.

Provides Level 1 and Level 2 technical support for office and remote users. Responsibilities include ticket triage, hardware and software troubleshooting, Microsoft 365 administration, Active Directory and Azure AD provisioning, Intune and Azure Virtual Desktop support, permissions management, endpoint deployment, patching, documentation, and process improvement. The role also mentors Level 1 technicians and collaborates on infrastructure projects and escalations.

Leads IT business partnering across Roche’s San Diego R&D sites, coordinating M&A integration handover, technical backlogs, legacy application decommissioning, system migrations, infrastructure stabilization, and local application inventories. Advises site leaders on technical debt, organizational change, regulatory requirements, and alignment with global RDT standards. The role requires cross-functional stakeholder management, technical site coordination, and oversight of specialized research technology environments across multiple locations.