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Senior IT Support Specialist

2 months ago

San Luis Obispo, California, United States Promega Full time
Job Description

Overview

Promega is seeking a highly skilled IT Support Specialist to join our team. 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.

Responsibilities

  • Provide courteous troubleshooting, customer service, and support to all employees for their computer workstations, in addition to related peripherals such as scanners, printers, etc.
  • Work with and maintain user, computer and group records in a Microsoft domain. Set up hardware and software including configuration and training of supported systems.
  • Coordinate the telephone system, including assignment of new extensions, inventory tracking, equipment maintenance, network and phone system wiring, etc.
  • Ensure computer system backups are performed and kept in accordance with Promega's policies.
  • Perform desktop imaging relative to device configuration, and tailor/configure devices to vendor/user specifications.
  • 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, troubleshooting, and escalation and resolution of 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. Quickly learn and adapt to a constantly growing technical environment.
  • Assist departments in leveraging current applications for best use in projects. Present information as needed in team or department meeting.
  • Assist with making recommendations for computer resources required to maintain and/or expand service levels.
  • Support applications that are commonly used at Promega branch office locations, including but not limited to: ChemDraw, Acrobat, Agilent, Thermo Chromeleon, and Chemoffice ELN.
  • Provide Lab Instrument support to all departments, as needed.

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. This experience should include 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.
  • 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)

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.

Equal Opportunity Employer

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.