IT Help Desk Specialist II/Sr. Specialist

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

Job Number: 35213

Location: San Diego, CA

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

• 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 skills

Minimum 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