IT Helpdesk Specialist 2

Description

The company is a biotech business focused on cell-free DNA testing in oncology, women's health and organ health, with a goal of making personalized genetic testing part of standard care.

The role supports end users across computer hardware, software, office systems, peripherals, phones and voicemail in an enterprise biotech environment. You will also help system administrators when needed.

You will work on a helpdesk team, serving users in person at a walk-up desk, by phone, by email and through a ticketing system. The role calls for strong analysis and troubleshooting, with a focus on follow-through and customer satisfaction.

The team includes statisticians, geneticists, doctors, laboratory scientists, business professionals and software engineers.

Responsibilities

• Research, propose, design, roll out and maintain solutions and technologies that meet IT and end-user needs.
• Handle issues from start to finish across email, phone and the ticketing system. Follow up with customers to confirm each issue is properly resolved and to build trust and solid support quality.
• Take part in projects that improve the processes and tools IT uses to serve the company, such as virtualization, centralized user and IT asset management, software license management, monitoring and alerting, identity and user management, and network and compute platform upgrades.
• Carry out other duties as assigned.

Requirements

• A degree in a technical field, or equivalent work experience plus relevant certifications.
• 2 years of desktop technology and user support experience in a technical enterprise environment.
• IT experience in a HIPAA-regulated biotech, pharma or healthcare enterprise is preferred.
• Proven experience supporting and troubleshooting Microsoft and Apple desktop technology.
• Proven experience supporting desktop applications such as Google Apps and MS Office.
• Proven experience creating desktop standards and automated template desktop configurations.
• Strong knowledge of Microsoft and Apple desktop technologies.
• Ability to communicate clearly and influence stakeholders at all levels of management.
• Strong verbal and written communication skills.
• Strong ability to work well in a team.
• ITIL Foundation certification is preferred.
• Experience with Microsoft System Center and AD management is preferred.
• Experience with Atlassian Jira, ServiceDesk and Confluence is preferred.
• Self-motivated and able to work with little direction.

Conditions

Based in Austin, TX. The pay range is $25 to $27 USD per hour.

Actual pay depends on factors including skill set, years and depth of experience, certifications and office location. Ranges may differ in other locations due to labor costs.

Applicants should be aware that the company only contacts candidates from its own email domain. It never asks for interviews by text or for personal information before a candidate has spoken with a recruiter and the hiring team.

Benefits

• Comprehensive medical, dental, vision, life and disability coverage for eligible employees and their dependents.
• Free testing for employees and their immediate families, plus fertility care benefits.
• Pregnancy and baby bonding leave, a 401k plan and commuter benefits.
• A referral program that pays for recommending new hires.