Desktop Support Specialist

2 months ago

San Diego, United States VIA Technical Full time

Job Title: Level 5 Desktop Support Specialist

Location: San Diego, CA (Fully Onsite)

Experience: 10+ years of relevant experience


Position Summary:

Our client, a Biotech Giant in genomic testing and DNA sequencing space is seeking a highly experienced Desktop Support Specialist to join our End User Services (EUS) team. As a key member of the global EUS function, you will provide exceptional desktop support to users from our San Diego office, reporting directly to the regional Manager.


Key Responsibilities:

  • Manage Service Management queues in line with priority and commitment levels.
  • Collaborate with the global End User Services team to ensure efficient support for 1Help and end users.
  • Provide excellent customer support through various communication channels, representing the company professionally.
  • Manage workload effectively and work collaboratively with the End User Services team to achieve top results.
  • Adhere to Global Information Services (GIS) policies and procedures, ensuring the business is supported through best practices and high-level customer service.
  • Engage in cross-functional collaboration within the GIS organization to support business needs and adapt to changes.
  • Assist with communication and issue resolution with other teams in GIS to ensure timely actions.
  • Share knowledge and mentor junior team members to build a strong support function.
  • Occasional after-hours support may be required.


Qualifications:

  • 10+ years of experience in desktop support or a similar role.
  • Familiarity with ITIL environments.
  • Proficiency in Windows, Mac, iOS, and Android operating systems.
  • Strong customer service skills with the ability to communicate clearly and adaptively.
  • Ability to multi-task, set priorities, and meet service level agreements (SLAs).
  • Experience supporting company executives directly is a plus.
  • Experience in creating support documentation, guides, and manuals.
  • Self-motivated with initiative, willing to learn new skills and embrace change in a fast-paced environment.


Education & Experience:

  • Bachelor’s degree from an accredited college or university or equivalent work experience.
  • Prior experience working within an IT organization is preferred.

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