IT Helpdesk Specialist 2

Description

The role is a Helpdesk Specialist 2 on the user services team at an enterprise biotech company. You will own end-user IT support for computer hardware, software, office systems, peripherals, phones, and voicemail, and help system administrators when needed.

Support is delivered through walk-up, phone, email, and a ticketing system, with a focus on closing issues fully and keeping customers satisfied.

The company is a global leader in cell-free DNA (cfDNA) testing for oncology, women's health, and organ health.

The team includes statisticians, geneticists, doctors, lab scientists, business staff, and software engineers.

Responsibilities

• Research, propose, design, roll out, and maintain tools and technologies that meet IT and end-user needs.
• Handle issues from start to finish across email, phone, and the ticketing system, and follow up with customers until problems are properly resolved.
• Join projects that improve the processes and tools IT uses, such as virtualization, centralized user and IT asset management and support, software license management, monitoring and alerting, identity and user management, and network and compute platform upgrades.
• Take on other duties as assigned.

Requirements

• A technical degree or equivalent work experience, plus relevant certifications.
• Two years of desktop technology and user support in a technical enterprise setting.
• Experience troubleshooting and supporting Microsoft and Apple desktops.
• Experience supporting desktop applications such as Google Apps and MS-Office.
• Experience building desktop standards and automated template configurations.
• Strong knowledge of Microsoft and Apple desktop technologies.
• Able to communicate clearly and influence people at every level of management.
• Strong verbal and written communication skills.
• Works well in a team.
• Self-directed.
• Preferred: IT experience in a HIPAA-controlled biotech, pharma, or healthcare enterprise.
• Preferred: ITIL foundations certification.
• Preferred: Microsoft Systems Center and AD management.
• Preferred: Atlassian Jira, ServiceDesk, and Confluence experience.

Conditions

The listed pay is $25 - $27 USD, which is the first-year OTE range.

OTE is the total you could earn by reaching 100% of performance goals. It combines base salary and commission, is an estimate rather than a guarantee, and reflects average performance. Actual figures depend on skill set, years and depth of experience, certifications, and office location.

You are also eligible for additional pay and benefits through the company's Total Rewards program.

The company is an equal opportunity employer committed to a diverse and inclusive workplace that welcomes people of all backgrounds, experiences, abilities, and perspectives.

Benefits

• Medical, dental, and vision coverage, plus life and disability plans for eligible employees and their dependents.
• 401(k) plan with an employer match.
• Ample paid time off plus company holidays.
• Free testing for employees and immediate family, plus fertility care benefits.
• Pregnancy and baby bonding leave.
• Commuter benefits.
• Employee referral program.
• Other wellness and work-life benefits.