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Desktop Support Specialist

2 months ago

Sunnyvale, United States I.T. Solutions, Inc. Full time

Our client is a genomic medicine company focused on treating debilitating neurological diseases, by using our wholly owned, highly versatile zinc finger epigenetic regulation technology and capsid delivery engine. We are passionate about designing and developing genomic medicines to transform the lives of patients suffering from severe diseases with our deep scientific expertise and proprietary zinc finger genome engineering technology. At Our client , we are dedicated to building a robust, sustainable genomic medicine pipeline that addresses life-limiting conditions by replacing today's symptom-focused treatments with tomorrow's genomic cures. Our top priority is to meet the needs of patients with commitment and compassion. Along with our commitment to science and to our patients, we also endeavor to create an inclusive environment that promotes and values diversity. Our client is a
company where individuals can flourish, grow and develop their expertise.

We are seeking top talent to join our mission. Let's build a better future together.

JOB SUMMARY:
Our client is seeking a Temporary Desktop Support Specialist (CONTRACT). The primary responsibility will be to provide technical assistance and support for queries and issues related to computer systems, software, and hardware. Equipment support includes tablets, computers, mobile devices, printers and other end-user hardware and software, as well as audio/visual equipment. The Specialist executes client device installation, repair, and upgrades to ensure optimal performance. The Specialist will provide in person or remote support in a timely and accurate fashion while adhering to all corporate processes and procedures. Level will be determined by skills, experience, and education.

ESSENTIAL FUNCTIONS:

  • Respond to Service Desk tickets and serve as the first point of contact for technical issues over the phone, via email or in-person.
  • Capture/Gather information, perform initial troubleshooting to resolve issues utilizing documented processes and procedures.
  • Adhere to processes to perform triage and escalation of incidents and service requests in a timely manner.
  • Utilize ticketing system to document resolutions and prioritize requests while adhering to deadlines and Service Level Agreements
  • Consistently and successfully perform onsite and remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine and execute the best solution for the issue based on available information and details provided by users.
  • Properly configure and deploy hardware and software.
  • Standardize and automate processes using scripting technology.
  • Oversees system image management to align with company security guidelines or SOP (standard operating procedure).
  • Responsible for the maintenance and creation of software packages & security patches
  • Plans and implements system automation as required for better efficiency.
  • Identity Access Management (Account creation and deactivation)
  • Participate in IT Projects and team efforts.
EDUCATION, EXPERIENCE AND SKILLS REQUIREMENTS:
  • 2+ years of experience as a Service Desk Specialist.
  • Above average understanding of computer systems, mobile devices, and other technology products.
  • Ability to diagnose and resolve basic technical issues, as well as, researching new ones.
  • Working knowledge of MS Active Directory, Office 365 administration, Microsoft Office Suite, Windows, and PC hardware.
  • Experience working with BOX, Okta, Zoom, SharePoint, and MDM solutions.
  • Excellent organizational, communication, time management, problem-solving, and customer-service skills.
  • Ability to understand and execute technical manuals, documentation, and guides.
  • Must have strong customer service skills, including ability to listen, interpret and explain IT related issues,
  • and concept in non-technical terms.
  • Must possess excellent verbal and written communication skills.
  • Team-orientated and available for evening/weekend work when necessary.
  • Computer-related qualifications and certifications will be viewed favorably.
  • CompTIA A+ (Plus) certification preferred.
  • Must be able to lift up to 50 lbs.

OTHER QUALIFICATIONS:
  • Great emphasis on customer service.
  • Ability to multitask in a fast-paced environment.
  • Experience with supporting audio video events preferred.
  • Familiarity with various compliance / regulatory laws (i.e., SOX, HIPAA, PCI, etc.).
  • Experience working in a laboratory environment preferred.
  • Will need to be able to work onsite at the Point Richmond facility and work onsite at our Brisbane facility potentially 1 day per week.


We encourage you to apply even if you don't meet all the qualifications. We believe in the value of diverse perspectives and backgrounds, and we welcome candidates who are eager to learn and contribute to our mission.

Pay Range
The anticipated salary range is for candidates who will work in our San Francisco Bay Area work locations. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and length of experience with the job, type and length of experience within the industry, education, etc. This salary range may not apply to remote positions that work in other states.

The salary range provided for this contract role represents our good faith estimate for this position. Within the range, individual offers will vary based on the selected candidate's experience, industry knowledge, technical and communication skills, location and other factors that may prove relevant during the interview process (W2 or C2C). In addition to compensation, the company provides eligible W2 employees with a comprehensive and highly competitive benefits package.

I.T. Solutions, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.