IT Help Desk Specialist II/Sr. Specialist

Job Title: IT Help Desk Specialist II/Sr. Specialist

Job Number: 83128

Location: San Diego, US

Job Description

Salary $85-115K Job Description The IT Support Specialist II provides remote and desk side support services to the Company’s employees in San Diego. The Specialist responds to end-user service requests in a timely manner; completes requests to add/move/change user accounts and workstations; addresses issues with corporate systems such as printers, phones, and lab equipment; and supports projects related to the overall corporate infrastructure and validated computerized systems.  

Responsibilities

Responsibilities * Prioritize and respond to end user service requests tracking work activities in the IT ticketing system, engaging other support resources when needed, and communicating status to the requestor * Follow standard operating procedures including those for account management, workstation configuration, change control, application configuration, issues escalation, and incident handling * Maintain accurate records of technical assets identifying needs to procure additional supplies and replace systems * Create and maintain standard OS images * Provide AV support including conference room setup, online meeting (Teams or Zoom) configuration, and recording * Support network and desktop printing and coordinate printer maintenance with the service vendor when needed * Create and administer user accounts for Active Directory, Office365, VPN, specialized scientific applications, and other corporate systems * Provide end user training in the use of Office 365 applications (i.e. Teams, OneDrive, SharePoint, etc.), conferencing, security, and computing best practices * Collaborate with other IT personnel and contractors to resolve complex issues and system outages * Troubleshoot issues with network connectivity for end user devices in the office and at offsite locations * Responsible for workstation hardware troubleshooting and repair * Responsible for the electronic archiving of analytical data and scanned paper-based raw data for each project as appropriate * Maintain confidentiality of client and company information

Required Skills

Skills: * Demonstrated ability to provide exceptional customer service and take ownership of problems * Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing * Ability to plan and prioritize work without supervision * Ability to work in a fast-paced environment where multiple projects are in process and must be completed in a timely manner * Strong troubleshooting skills * Versatility, flexibility, and willingness to work within constantly changing priorities * Acute attention to details * Commitment to documenting work, contributing to the IT knowledge base, and maintain accurate records * Excellent oral and written communication skillsMinimum Preferred Qualifications Education/Experience: * Bachelor’s degree in an IT-related field or equivalent work experience * 2-5 years experience in an end-user-facing computer support role, preferably in a regulated industry or biotech company, with knowledge of computing hardware, software, voice/data cabling, networking protocols, printer management, and desktop implementation/support * Advanced knowledge of the Windows desktop operating system environment as well as PC applications (such as Word, Excel, and Outlook) is required

Application Deadline: 2024-09-30