Senior IT Support Specialist

3 weeks ago

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

OUR TEAM:


This role operates in a dynamic, agile corporate environment where our Service Desk and Deskside teams collaborate closely to support Promega.

Interfacing with various IT departments is crucial for resolving complex issues.

Our team prides itself on being approachable, resourceful, and dedicated to going above and beyond to assist our Promega family.

This might range from troubleshooting a simple connectivity issue to optimizing intricate system configurations.

YOUR ROLE:


As a key member of the IT Global Support Services (GSS) team, you will provide advanced technical support to end-users within a Promega branch location.

Based in our San Luis Obispo office, this IT role reports directly to our headquarters in Madison. Your responsibilities will include troubleshooting hardware and software issues, resolving technical problems, and ensuring efficient operation of IT systems.

You will also assist with system maintenance, upgrades, and the implementation of new technologies, as well as specific IT needs that are unique to the branch office location.

This role demands exceptional problem-solving abilities, a commitment to thorough follow-through, and a creative approach to IT challenges.

YOUR EXPERIENCE:


The ideal candidate will have strong and increasingly complex experience in networking and service desk/deskside environments, or technical support experience, with strong knowledge of current operating systems and software.

You should proactively work with end users and communicate promptly to address their needs. If you are passionate about system operations and excel in customer service, we want you on our team.

SALARY:
The expected starting salary range is $100,500 - $106,500/yr. The full salary range for this position is $96,909 - $145,363/yr. The overall salary range for this role provides for growth beyond this initial starting salary range. Base pay offered will vary depending on job-related knowledge, skills, experience, and geographic location. Estimated starting salary range is based upon market competitiveness and internal equity. Salary is just one component of Promegas total reward package for employees. Promega is committed to providing a variety of benefits that support our employees.

CORE DUTIES:

  • Provides courteous troubleshooting, customer service, and support to all employees for their computer workstations, in addition to related peripherals such as scanners, printers, etc. 2. Works with and maintains user, computer and group records in a Microsoft domain. Sets up hardware and software including configuration and training of supported systems. 3. Coordinates the telephone system, including assignment of new extensions, inventory tracking, equipment maintenance, network and phone system wiring, etc. 4. Ensures computer system backups are performed and kept in accordance with Promegas policies. 5. Performs desktop imaging relative to device configuration, and tailors/configures devices to vendor/user specifications. 6. Assists 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. 7. Assists with vendor relationships specific to infrastructure. Measures and reviews performance metrics, troubleshooting, and escalation and resolution of issues with vendors. This work may include examples such as work on Telco POTS, ISP, alarm vendor troubleshooting, notifications, and outage management. 8. Quickly assimilates complex and critical technical problems, troubleshoots and prioritizes effectively, develops appropriate resolution strategies, and communicates with senior management. 9. Assists with small-to medium-sized infrastructure projects with direction from management and other Promega IT staff. 10. Researches, evaluates, tests and implements new hardware/software solutions as needed by the business. Quickly learns and adapts to a constantly growing technical environment. Assists departments in leveraging current applications for best use in projects. Presents information as needed in team or department meeting. 11. Assists with making recommendations for computer resources required to maintain and/or expand service levels. 12.
Supports applications that are commonly used at Promega branch office locations, including but not limited to:
ChemDraw, Acrobat, Agilent, Thermo Chromeleon, and Chemoffice ELN. 13. Provides Lab Instrument support to all departments, as needed.

This would typically include:
lab software platform licensing management, consultation, integration, corporate IT policy requirements alignment, security, backup, power/UPS, and hardware advisement. 14. Maintains a fundamental understanding and auditing of lab vendor solutions, proposed backup, and/or data warehousing solutions for on-premises integration. 15.

Follows and implements security policies while carrying out desktop support and assisting in the creation, management and terminations of user accounts.

16. Terminates and pulls ethernet cabling across infrastructure of buildings for network expansion, as needed. 17. Maintains video surveillance camera system, working with EH&S, Facilities, and IT. Provides retrieval of footage for onsite incidents when requested. 18. Advises onsite leadership and other relevant staff regarding emergency situation event preparation. 19. Documents existing infrastructure/systems where necessary using corporate knowledge-base solutions and corporate IT ticketing platform. 20. Reviews and submits user trouble ticketsreceived via email, chat, or walk-upinto ITSM Solution on behalf of user. Follows up on open/pending tickets in accordance with organizational response goals. 21.

Occasional duties include:

analyzing and reporting on system performance, utilization, and notifications; assisting in the maintenance of other electronic equipment as needed; operating and troubleshoot 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.

22.

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. This position will involve high-level access to many systems and documents containing personal and corporate confidential items. 23. Understands and complies with ethical, legal and regulatory requirements applicable to our business. 24. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity, and respect for others. 25. Embraces and is open to incorporating Promegas 6 Emotional & Social Intelligence (ESI) core principles in daily work.

KEY QUALIFICATIONS:
1.

8+ years experience, or Associates 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.

4. 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. 5. Ability to assist with the administration and deployment of management systems. 6. Ability to work independently. 7.

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. 8. 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. 9. Strong customer service skills, and the ability to logically communicate complex technical information to both non-technical and technical audiences. This includes all written and drawn documentation essential to project work and pertinent to our processes and policies. Strong troubleshooting skills in an enterprise environment. 10. Ability to prioritize and to research problem solutions thoroughly. 11. 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. 2. Certified, or equivalent work experience, in Microsoft, Citrix or Cisco networking and operating system environments. For example, MSCE, CCA, CCNA, MCP certifications. 3. Experience with electronic test equipment and basic knowledge of general electronics.

PHYSICAL DEMANDS:

  • Able to use computer. 2. Able to crawl into small spaces and under desks to accomplish wiring duties. 3. Able to lift and move up to 50 lbs. regularly and 75 lbs. occasionally. 4. Able to use a ladder at heights up to 30 feet. 5. Able to be reached via cell phone during non-working hours for emergency situations. At Promega, we value diversity and strive to create an inclusive workplace. We are proud to be 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.

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