Helpdesk/Tech Support

Alameda, California

 Diverse Lynx
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LOCATION: ALAMEDA, CALIFORNIA
ONSITE
Qualification/Experience:
  • Must have a minimum of three years of technical help desk experience in a corporate environment
  • Strong technical skills experience, previous systems & applications administration experience required
  • Customer focus, with willingness and ability to collaborate with internal customers for success
  • Strong working knowledge of OS(s) including Windows 10, Mac OSX and Apple Hardware
  • bility to clearly articulate complex technical issues & solutions to non-technical users
  • Experience with installation and maintenance of desktops in an Active Directory/Domain
  • Must have a strong and demonstratable understanding of the M365 ecosystem
  • Must have a foundational understanding of cloud computing
  • Must have a good understanding of DNS, TCP /IP, DHCP, FTP /SFTP, TCP/IP
  • Must have a good understanding of WAN, LAN, and VPN products and topologies
  • Phone and remote support experience, remote desktop experience required
  • Experience with Salesforce a plus, but not required
  • Must have excellent hardware/software troubleshooting skills
  • Exceptional project & time management skills, written and verbal communication skills
  • Must be organized, self-motivated, have strong attention to detail and be passionate about technology
  • Need to be personable & have a fundamental love for being on a winning team
Essential Duties/Responsibilities:
  • Serve as Support for highly customized business applications and systems specific to Discovery Life Sciences.
  • Serve as an escalation point for Jr. Technical Support Specialists on the team
  • Support users across multiple time zones and countries; collaborate with end users to identify and clarify business processes and determine appropriate resolution fulfilment.
  • Work from a case queue and manage expectations clearly with multiple departments.
  • Define and document workflows and procedures within the company to align business application configuration with business workflow requirements.
  • Manage application(s) licensing and Installations as well as user rights management & resource allocation.
  • Collaborate with all IT groups to help identify recurring issues and process improvements.
  • Respect the privacy of the personal information of patients, co-workers, and all individuals with whom the Company interacts.
  • Ensure compliance with all laws and regulations applicable to the Company and its operations.
  • Troubleshoot, repair, install and upgrade desktop/laptop computer systems.
  • Issue equipment to new end users (Laptops, Printers, Smartphones, etc.), working within hardware and software inventory asset tracking systems and guidelines.
  • Maintain and document trouble tickets - ensure helpdesk SLAs are kept and work with other team members & resources to meet business level support requirements.
  • Write procedures for installation and troubleshooting
  • Provide support for supplementary IT equipment including LCD Projector, Phones, Printers, and Fax machines, Laboratory Instruments.
  • Troubleshoot network connectivity in a LAN/WAN environment.
  • Provide and create procedural documentation and reporting as required and ensure compliance with health and safety regulations.
  • Support and troubleshoot Enterprise Applications in a MS Windows & OSX environment and ensure the performance and reliability of Laboratory Information Systems (both in-house and Software as a Service based).
  • Request and coordinate vendor support for hardware, software, phone system, etc.
  • ctive Directory account setup and management.
  • MS365 Account setup and management.
  • Maintain and consistently demonstrate a general knowledge of company and industry guidelines, processes, practices, and procedures.
  • Use tools and methodologies to load, copy and customize operating system configurations for deployment and operate within, enforce, and suggest modifications, additions to system standards and guidelines
  • Shift and on-call work required.
  • Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
  • Consistent and predictable attendance is an essential function of the position.
  • Offboarding of users following prescribed procedures.
  • Manage return of equipment from users
Date Posted: 10 May 2025
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