Senior IT Support Specialist Job Opening:
Our client develops efficacious and safe cellular therapies for patients with chronic diseases, initially cancer. Their products are being designed to herald the transition of adoptive cell therapy from a hospital based treatment to outpatient therapy, like most other cancer treatments.
Their people are their greatest asset, a diverse workforce bringing scientific talents in molecular biology, immunology, pharmacology, protein chemistry, computational biology, automation, genome engineering, software and other fields to make the future happen now.
We are actively recruiting for an in-office Senior IT Support Specialist with this growing company in San Francisco, CA. This person is a self starter, organized and motivated individual who will support our end users locally and remotely, with a strong focus on excellent customer service. As the front line of the IT support team, you must possess skills in the latest technologies including computer and A/V hardware, operating systems, enterprise productivity software, SaaS and endpoint management tools. Relocation is available. They offer a very competitive base salary, bonus, and excellent health benefits.
If you have a Bachelor’s degree and/or equivalent tech support experience, please submit your resume in Word format to [email protected].
RESPONSIBILITIES:
- Provide exceptional customer service and tech support to onsite and remote users across all departments
- Field incoming IT requests via IT Helpdesk ticketing system, messaging app, email or phone
- Prioritize, schedule and complete IT support requests in a timely and efficient manner, including documenting all the steps that were taken to resolve issues
- Provision user accounts for on premise and SaaS systems
- Provision, maintain and troubleshoot Mac/PC laptops, PC desktops, tablets, printers, scanners and A/V equipment, including systems in conference rooms and labs
- Manage and maintain operating system, security, software and driver updates to corporate devices
- Test new hardware and software additions according to corporate standards
- Participate and execute on assigned projects and OKRs from start to completion
- Interact with hardware and software vendors to ensure proper maintenance of corporate devices
- Ensure inventory is at a healthy level and order hardware and software as necessary
- Manage, install and configure software and policies via MDM
- Follow established support policies, procedures and standard operating procedures
- Coordinate, supporte and continuously improve employee onboarding
- Support internal meetings, webinars and company All Hands events
- Assist in development and documentation of systems, processes and procedures, including internal knowledge bases and training materials
- Keep current with the latest IT technologies and best practice guidelines
- Develop and train end users on corporate software, SaaS and OS
- Take part in on-call rotation support schedule
QUALIFICATIONS:
- Bachelor’s deree and/or equivalent experience
- 4+ years of hands-on technical support experience in a corporate environment with over 150 employees
- 1+ years of experience with an MDM (Rippling MDM experience preferred)
- Certified Apple Technician or extensive knowledge in support of Apple products (macOS/iOS/iPadOS)
- 2+ years of experience supporting Windows 7/10, including Active Directory experience
- 1+ years of experience administering Workspace, any SSO system and Atlassian Confluence/JIRA
- Bash or Python Scripting
- Excellent written and oral communication skills
DESIRED QUALIFICATIONS:
- Knowledge of VMware Horizon
- Understanding of networking and subnetting
- Ability to interpret complex technologies into simple concepts to end users
- Experience working in a biotech/pharma/healthcare company or environment