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Senior IT Support Specialist

2 months ago

San Luis Obispo, California, United States Promega Full time
About the Role

We are seeking a highly skilled IT Support Specialist to join our team at Promega. As a key member of our IT Global Support Services team, you will provide advanced technical support to end-users within a Promega branch location.

Key Responsibilities
  • Provide courteous troubleshooting, customer service, and support to all employees for their computer workstations, peripherals, and related systems.
  • Work with and maintain user, computer, and group records in a Microsoft domain, setting up hardware and software, and configuring supported systems.
  • Coordinate the telephone system, including assignment of new extensions, inventory tracking, equipment maintenance, network and phone system wiring, and ensure computer system backups are performed and kept in accordance with Promega's policies.
  • Perform desktop imaging, tailor/configure devices to vendor/user specifications, and assist in the design, planning, implementation, and support of infrastructure, including coordination of routine and emergency maintenance, proactive monitoring, performance tuning, troubleshooting, and escalation of issues with vendors.
  • Assist with vendor relationships specific to infrastructure, measure and review performance metrics, troubleshoot, and escalate and resolve issues with vendors.
  • Quickly assimilate complex and critical technical problems, troubleshoot and prioritize effectively, develop appropriate resolution strategies, and communicate with senior management.
  • Assist with small-to medium-sized infrastructure projects with direction from management and other Promega IT staff, research, evaluate, test, and implement new hardware/software solutions as needed by the business.
  • Support applications commonly used at Promega branch office locations, including ChemDraw, Acrobat, Agilent, Thermo Chromeleon, and Chemoffice ELN, and provide Lab Instrument support to all departments, as needed.
  • Maintain a fundamental understanding and auditing of lab vendor solutions, proposed backup, and/or data warehousing solutions for on-premises integration, follow and implement security policies, and carry out desktop support and assist in the creation, management, and terminations of user accounts.
  • Terminate and pull ethernet cabling across infrastructure of buildings for network expansion, as needed, maintain video surveillance camera system, working with EH&S, Facilities, and IT, and provide retrieval of footage for onsite incidents when requested.
  • Advises onsite leadership and other relevant staff regarding emergency situation event preparation, documents existing infrastructure/systems where necessary using corporate knowledge-base solutions and corporate IT ticketing platform, and reviews and submits user trouble tickets-received via email, chat, or walk-up-into ITSM Solution on behalf of user.
  • Follow up on open/pending tickets in accordance with organizational response goals, and perform occasional duties such as analyzing and reporting on system performance, utilization, and notifications, assisting in the maintenance of other electronic equipment as needed, operating and troubleshooting video/teleconferencing equipment as needed, including for company events and meetings, providing emergency support and performing systems changes outside of normal business hours, traveling to corporate headquarters as needed, onboarding new employees with resource training and systems overview, and maintaining access and cleanliness of IT operational rooms.
  • All employees must complete assigned duties in a safe manner, thoroughly familiarizing themselves with safety concerns, such as reading safety data sheets, wearing necessary protective clothing, including safety glasses, chemical resistant gloves, respirators, etc. All employees are required to attend regularly scheduled safety meetings, responsible for monitoring safety practices of assigned area, and understands and complies with ethical, legal, and regulatory requirements applicable to our business.
  • Demonstrates inclusion through their own words and actions and is accountable for a safe workspace, acts with kindness, curiosity, and respect for others, and embraces and is open to incorporating Promega's 6 Emotional & Social Intelligence (ESI) core principles in daily work.
Requirements
  • 8+ years experience, or Associate's degree and 6+ years experience, working in Information Technology showing a clear progressive path of increasing responsibility, expertise, and quality years experience in a complex heterogeneous networking environment years experience with the core duties listed in this job description.
  • Working knowledge and demonstrated experience in IT systems design, implementation, and support that enable business process improvements, strong knowledge of current operating systems and software products, ability to assist with the administration and deployment of management systems, ability to work independently, ability to respect the responsibility that comes with this level of access and comply with all elements of the branch office quality system appropriate for this position, ability to maintain confidentiality as needed, effective interpersonal skills, skilled in team dynamics and manages well in a fast-paced environment with frequently changing priorities and assignments, the ability to calmly handle difficult situations with minimal oversight is required, strong customer service skills, and the ability to logically communicate complex technical information to both non-technical and technical audiences.
  • Ability to prioritize and to research problem solutions thoroughly, willing to follow change-control process/guidelines and all sub-processes associated with that process (including maintaining the real time inventory list, IP segment list, site documentation, etc Ability to be detail oriented, yet still see the big picture.
Preferred Qualifications
  • Bachelor's or associate degree in computer or business-related field, or additional 4 years equivalent work experience.
  • Certified, or equivalent work experience, in Microsoft, Citrix or Cisco networking and operating system environments, for example, MSCE, CCA, CCNA, MCP certifications.
  • Experience with electronic test equipment and basic knowledge of general electronics.
Physical Demands
  • Able to use computer.
  • Able to crawl into small spaces and under desks to accomplish wiring duties.
  • Able to lift and move up to 50 lbs. regularly and 75 lbs. occasionally.
  • Able to use a ladder at heights up to 30 feet.
  • Able to be reached via cell phone during non-working hours for emergency situations.

Promega is an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.