About the Role SDNT is a San Diego-based IT consulting and managed services firm supporting biotechnology, life sciences, and other growing organizations with day-to-day IT support, Microsoft 365, cybersecurity, cloud services, and enterprise AI. First and foremost, this is a hands-on IT support position. We are looking for a well-rounded Technology Consultant who genuinely enjoys troubleshooting and supporting users, has strong Microsoft 365 and general business IT skills, and also brings deep practical fluency with enterprise AI. Day-to-day helpdesk support is a foundational part of the role, not a stepping stone to work someone has moved beyond. A typical day may include helping a CEO with Outlook or a laptop issue, troubleshooting Microsoft 365 access, resolving a conferencing, printer, endpoint, network, or SaaS problem, onboarding a new employee, and then shifting into a Conditional Access project or an enterprise Claude, ChatGPT/OpenAI, or Microsoft Copilot rollout. We need someone who is comfortable personally handling all of it. What differentiates the ideal candidate is strong enterprise AI experience on top of that IT support foundation. You should understand how to deploy, secure, administer, govern, and support modern AI platforms, and be able to train executives, scientists, and employees to use them safely and productively. This is not an AI software-development or data-science role, and it is not a management-only position. We value people who take ownership at every level of the work. Whether the assignment is an everyday support request or a multi-week client project, you should be comfortable determining what needs to happen, communicating proactively, resolving obstacles, documenting the outcome, and seeing it through to completion without constant follow-up. What You'll Do

• Provide responsive day-to-day helpdesk and end-user support across Windows and macOS endpoints, Microsoft 365, Outlook, Teams/Zoom, OneDrive/SharePoint, printers, conferencing, networking, SaaS applications, account access, and other common business technology issues.
• Handle user onboarding and offboarding, account and access changes, endpoint setup, application deployment, troubleshooting, and escalation through resolution.
• Administer and troubleshoot Microsoft 365 environments, including Entra ID, Exchange Online, Teams, SharePoint, OneDrive, MFA, SSO, and related cloud services.
• Configure and support Microsoft 365 security controls such as Conditional Access, identity protections, authentication policies, access controls, and related tenant-security settings.
• Deploy, configure, administer, and support enterprise AI platforms including Claude and ChatGPT/OpenAI, with Microsoft Copilot experience also valuable.
• Configure identity and access for AI platforms, including SSO, provisioning, permissions, administrative roles, and related security controls.
• Help clients evaluate AI licensing, privacy terms, data retention, model-training settings, connectors, integrations, and security considerations before broad deployment.
• Develop practical AI acceptable-use policies, governance standards, data-handling guidance, and client-specific security recommendations.
• Design and deliver practical AI training for executives, scientists, business teams, and end users, including safe use, prompting/workflow techniques, data sensitivity, and appropriate use cases.
• Help clients identify useful AI workflows and explain AI opportunities, limitations, risks, and implementation choices in clear business language.
• Work directly with client executives and leadership teams while remaining equally willing to handle routine user support and hands-on technical work.
• Own assigned projects from discovery and planning through configuration, rollout, documentation, training, client communication, and completion.

Maintain consistent responsiveness during Pacific Time business hours for client and internal communications, with reliable availability beginning at 7:00 AM Pacific Time. SDNT | Recruiting Packet What We're Looking For We care more about demonstrated hands-on ability than titles. The foundation for this role is excellent helpdesk and end-user support. We are not looking for someone who considers routine support beneath them or whose recent experience consists primarily of supervising technical teams. We want a versatile consultant who can describe what they personally troubleshot, fixed, configured, deployed, taught, and supported.

• Strong hands-on helpdesk and end-user support experience across Microsoft 365, endpoints, SaaS applications, conferencing, networking, peripherals, account access, and common business technology problems.
• Strong troubleshooting instincts and the ability to isolate problems methodically, communicate clearly with users, and stay with an issue through resolution.
• Strong working knowledge of Microsoft 365 and Entra ID, including Exchange Online, Teams, SharePoint, OneDrive, MFA, Conditional Access, SSO, identity management, and general tenant security.
• Demonstrated experience personally deploying or administering enterprise generative AI platforms such as Claude, ChatGPT Business/Enterprise, OpenAI enterprise services, or Microsoft Copilot.
• Experience taking an AI deployment beyond account creation: identity/SSO, provisioning, security/privacy settings, governance, rollout, training, adoption, and ongoing administration.
• Practical understanding of AI privacy, confidentiality, intellectual property, data retention, model training, sensitive-data handling, and enterprise governance considerations.
• Experience personally developing and delivering AI training to employees, executives, or client organizations, and helping nontechnical users identify useful AI workflows.
• Strong client-facing communication skills and the ability to work comfortably with CEOs, CFOs, scientific leaders, technical teams, vendors, and end users - without losing enthusiasm for day-to-day support work.
• Demonstrated ability to independently own both support issues and client-facing projects through completion.
• Excellent written communication, documentation, troubleshooting, organization, and follow-through.
• Consistent availability and responsiveness during Pacific Time business hours, with reliable availability beginning at 7:00 AM Pacific Time.

This is an essential requirement of the role, not an occasional early-start expectation. This is not intended as a nights-and-weekends side engagement or a project-only role that can be worked around another full-time daytime commitment.

Biotech / Life

Sciences Experience Experience supporting biotechnology, pharmaceutical, medical device, life sciences, healthcare, or another highly regulated or confidentiality-sensitive industry is strongly preferred. Exceptional enterprise AI candidates from other industries will also be considered. We especially value candidates who understand the sensitivity of scientific research, intellectual property, clinical information, partnerships, financing, due diligence, and the changing technology expectations of companies as they grow from early research through clinical development, acquisition, or preparation to become public. The Person We're Looking For

• Enjoys solving everyday user problems and does not view helpdesk work as beneath their experience or seniority.
• Can say "I personally fixed/configured/implemented it" rather than only "I led the team that did it."
• Communicates proactively when availability, scope, timing, risk, or priorities change.
• Can move comfortably between a basic helpdesk ticket, an executive discussion, a user training session, and hands-on technical configuration.
• Understands that great IT support is about responsiveness, patience, communication, and follow-through - and that successful AI adoption is equally about people, policy, workflow, and judgment.
• Treats client data, credentials, research, and confidential information with appropriate care.
• Enjoys working in a small consulting organization where individual contribution and reliability matter.

Pay:

$75.00 - $100.00 per hour Expected hours: No less than 20.0 per week

Benefits:

Flexible schedule Application Question(s): Which enterprise AI platforms have you personally deployed or administered for an organization? Describe one deployment, approximately how many users were involved, and exactly what you personally configured.

Work Location:

Hybrid remote in San Diego, CA 92130