Myriad Genetics & Laboratories South San Francisco , CA 94080
The Support Specialist's role is to enable our staff both locally and remote to work with technology in an efficient and productive way. This includes the timely receiving, prioritizing, documenting and resolving end user service requests within corporate guidelines. As the front line of IT support, you must be knowledgeable in the support of end user technologies including computer hardware, enterprise productivity software, audio-visual equipment, mobile devices, endpoint management tools, diagnostics equipment, and account management systems.
Act as a customer liaison for internal technology needs - communicating, resolving, and/or initiating the resolution timely and within corporate guidelines.
Maintain an exceptional level of customer service ensuring that all customers are treated efficiently and in an appropriate manner reflective of Counsyl values.
Field incoming technology requests from internal Counsyl users via telephone, walk-up and via the service desk system.
Prioritize and schedule service requests, escalating problems timely to the appropriate technician or team manager.
Clearly document all steps taken in the resolution of a service request.
Setup, maintain, and troubleshoot laptop computers, tablets, phones and accessories.
Follow Counsyl's asset management guidelines.
Install and configure software on end user hardware through JAMF.
Configure and setup SaaS based applications in support of end user requests.
Setup and configure printers, scanners and other end user workgroup hardware.
Manage assigned projects from initiation to completion, including follow-up analysis.
Deliver onboarding orientation sessions and follow up session to new Counsylors.
Provide basic troubleshooting of infrastructure services including network hardware, audio-visual, and server technologies.
Administer user accounts, assigning proper security access levels as documented within Counsyl guidelines.
Work with hardware and software vendors to ensure proper maintenance and failures/problems are resolved timely.
Ensure software updates, driver updates, and required security updates are applied to corporate managed end user devices.
Assist in the development, updates and improvements of internal knowledge bases and training materials.
Test new end user hardware and software for addition to our corporate IT standards.
Provide group training in the use of personal computer hardware, software, specialized technology, peripherals and tools that will benefit our internal users.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Design, produce, and analyze moderately complex reports.
Undertake other duties not specifically stated, which from time to time are necessary, without altering the nature or level of responsibility
Take part in on-call rotation support schedule.
Help with internal meetings, webinars, and company events including occasional remote events and events outside of normal business hours.
Keep current with the latest technologies and best practices with regards to IT support and operations.
Have 3-5 years experience in providing hands-on technical support in a corporate environment where there are 500+ end users.
ITIL Foundation Certification
Certified JAMF JSS / Casper CCA, CCE, or CJA highly preferred.
Ability to make seemingly complex technologies simple and manageable.
Certified Apple Technician or have extensive knowledge in the support of Apple products (OS X / iOS) in an enterprise environment.
Experience in the use and support of hosted productivity applications: G Suite, OneLogin, Jira, Confluence, etc.
Previous experience in the support of corporate applications.
Knowledge of security threats, tools, and proper configuration of workstations and clients to protect from security threats.
Significant knowledge and use of tools and utilities to automate, diagnose, and minimize business impact.
Good understanding of the organization's goals and objectives
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills
Ability to lift and carry up to 25 pounds frequently and 40 pounds occasionally.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Exceptional attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.