Job Description

Who we are: At Arkana Laboratories, everyone has an important role to fill. Come join us and be a part of a team dedicated to making life better for those who need it most.

This place is packed with super-smart people who do their best work together. We work hard every day to advance our understanding of disease and provide world-class care to our patients in hopes of leaving our corner of the world a little better than we found it. While we are committed to improving the lives of thousands of patients, we never lose sight of the realization that they are the reason we get to create change in our field.

Built on generosity, teamwork, and the freedom to try new things, we take great pride in our work. Great ideas come from everywhere in this company and we celebrate each success and failure for the opportunity it gives us to keep reaching. For more than twenty years after our founder, Dr. Patrick Walker, wrote his goals on the back of a napkin, our people, culture, and values have remained strong.

About the position: Arkana Laboratories is the largest and most advanced renal pathology laboratory in the country. We're building AI models that change how pathologists work, architecting a proprietary LIS from the ground up, and scaling our infrastructure to match our ambitions. We need a Technology Operations Specialist who can serve as a strong technical resource across the organization — someone who resolves complex end-user issues, builds the documentation and processes that scale our team, and brings both depth and versatility to a fast-moving environment. If you get real satisfaction from solving hard problems, owning a queue with confidence, and making the people and processes around you better — this role was built for you.

WHAT YOU'RE WALKING INTO

Day 1 Team

• Helpdesk colleagues you'll support and collaborate with closely
• Systems Administrator and Cloud Engineer as escalation partners
• Close collaboration with Security, Data, and Development teams

What You'll Own

• Complex helpdesk ticket resolution — the hard stuff that escalates up the queue
• Knowledge base and documentation — building the runbooks and SOPs that scale the team
• Hardware lifecycle management, imaging, and device provisioning
• Identity and access management tasks (AD, Entra ID, MFA, SSO)
• Escalation coordination with sysadmin and engineering teams when tickets exceed helpdesk scope
• Collaboration across infrastructure, networking, email, and security functions as needed

The Reality

• A fast-moving healthcare environment where there is no shortage of meaningful work
• Legacy and modern systems side-by-side — you'll need to navigate both confidently
• A security-conscious environment (HITRUST certified) that requires PHI-safe handling of every ticket
• Meaningful influence over helpdesk processes, tooling, and team standards

WHAT YOU'LL DO

Resolve & Support

• Handle complex escalations across hardware, software, networking, and identity
• Troubleshoot Windows endpoints, Microsoft 365, Entra ID, and internal applications
• Support VoIP, printers, peripherals, and conference room technology
• Provide hands-on and remote support across a mixed Windows/Mac environment
• Manage and resolve tickets in Zendesk and help establish SLAs
• Incorporate AI tools into daily workflows including ticket troubleshooting and process automation

Build & Document

• Author and maintain knowledge base articles, runbooks, and troubleshooting guides
• Create and maintain SOPs for common helpdesk workflows
• Assist with device imaging, provisioning, and endpoint configuration
• Support onboarding and offboarding — account setup, hardware deployment, and access provisioning
• Contribute to process improvement initiatives to reduce ticket volume and resolution time

Lead & Collaborate

• Serve as an escalation resource and quality check for junior tier resolutions
• Participate in on-call or after-hours rotations as needed
• Partner with sysadmin, infrastructure, and security teams on cross-functional projects
• Contribute to team-wide knowledge sharing and continuous improvement efforts

WHO WE'RE LOOKING FOR

Experience

• 3–5 years of helpdesk or desktop support experience in a professional environment
• Demonstrated experience handling complex escalations independently
• Prior experience in a healthcare, regulated, or security-conscious environment preferred
• History of building or contributing to documentation and knowledge bases

Technical Foundation

• Windows 10/11 administration, troubleshooting, and imaging
• Microsoft 365 — Exchange Online, Teams, SharePoint, OneDrive, Intune
• Entra ID (Azure AD) — user/group management, MFA, Conditional Access
• Networking fundamentals — DNS, DHCP, VPN, TCP/IP, Wi-Fi troubleshooting
• Ticketing systems — Zendesk or equivalent ITSM platform
• Active Directory and Group Policy

Preferred

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field
• CompTIA A+, Network+, Security+, or Microsoft certifications (MD-102, SC-900, AZ-900)
• Familiarity with HIPAA requirements and PHI-safe support practices
• Experience with endpoint management tools — Intune, JumpCloud, Ansible, or equivalent

What Makes You Successful

• You're calm under pressure — a packed queue doesn't rattle you
• You write things down — the fix you document today saves the team tomorrow
• You communicate clearly — with end users who need patience and engineers who need precision
• You own your tickets — follow-through and closure are part of your identity
• You're curious about technology — you stay current and bring ideas back to the team
• You thrive in a healthcare environment where accuracy, security, and reliability matter

WHY ARKANA

• Real ownership: Be a technical anchor on a team that directly supports life-changing diagnostics
• Cutting-edge environment: Support AI tools, a proprietary LIS, and modern cloud infrastructure
• Growth path: Clear trajectory from this role into infrastructure, cloud, security, or team lead tracks
• Security-forward: Work in an environment that takes HIPAA, HITRUST, and data protection seriously
• Mission-driven: Every ticket you close helps keep the systems running that impact patient outcomes
• Competitive compensation commensurate with experience and technical qualifications

PHYSICAL DEMANDS & WORK ENVIRONMENT

This position operates in a professional office environment and routinely uses standard office equipment. The role requires the ability to sit and stand for extended periods, perform fine motor tasks (keyboard/mouse), and occasionally lift/carry equipment up to 50 lbs. Near vision is required.

This position is on-site in Little Rock, AR. Remote work is not available for this role. Candidate must be available to work Monday–Friday, 6am–3pm or 7am-4pm, and willing to participate in an on-call rotation.

Arkana Laboratories is committed to a safe workplace free of drugs and alcohol. An offer of employment is conditioned upon complying with Arkana's requirements including background check and drug screening after a conditional offer is extended.

ACKNOWLEDGMENT

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description.

What we offer: We know that health is more than doctor visits and life is more than work. We work hard at Arkana but in turn provide competitive salaries and generous benefit offerings.

Specifically, we offer the following benefits to full-time employees:

• Competitive salary
• Generous paid time off and Paid Holidays
• Minimal cost health insurance for you and affordable options for your family
• 401(k) with immediate eligibility and match
• Company-paid life insurance
• Company-paid long term disability coverage
• Affordable vision and dental plans
• Flexible Spending Account or Health Savings Account availability
• Wellness plan and complimentary yoga classes
• Monthly in-office massages and employer-sponsored lunches

Please see Careers for further information.