IT End User Technology - Support Specialist

Myriad Genetics & Laboratories South San Francisco , CA 94080

Posted 2 months ago


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.

Personal Attributes

  • 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.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Support Specialist

Hearst Newspapers

Posted 1 week ago

VIEW JOBS 12/2/2018 12:00:00 AM 2019-03-02T00:00 In Some Jobs You Take Orders. In This One, You WriteHistory. Join the healthcare information technology team that's turningdrug and medical device data into knowledge used by thousands of hospitals; themajority of U.S. health plans, retail pharmacies, and pharmacy benefitmanagers; and millions of healthcare decision makers throughout the world.Partnering with our information system developer and healthcare institutioncustomers, you'll help evolve leading-edge thinking into reality and make ameasurable difference in improving human health. We're looking for people who are: Intelligent. Productive.Committed. Willing and able to go above and beyond. Passionate about making a difference.Innovative. Energized. And want to play an essential role in a successfulcompany's continued growth. Are you ready for this exciting challenge? ____________________________________________________________________________________ TheFirst Databank (FDB) Customer Support Specialist will work as part of a team toensure that the quality of service provided to our customers meets or exceedsthe standards of the organization. Theywill play a critical role in supporting and facilitating the customer base inthe usage of the FDB healthcare data and tool sets by providing best-in-classcustomer service. FDB is a leader in providing drug information to healthcarecompanies including Electronic Medical Records (EMR/EHR) vendors, Pharmacies,Pharmacy Benefits Managers (PBMs), Hospitals, and various other healthcarerelated organizations. In addition to the data itself, FDB is expanding tooffer innovative products and services as a value add to the existing and newcustomer base. Asthe "face" of FDB, the Customer Support Specialist will work closely with newand existing FDB customers to provide inbound and outbound phone and emailsupport and customer service in regard to product enrollment, basicfeature/function assistance, and front-line troubleshooting, follow-up, andresolution. Asneeded, e-mail and phone support will include both inbound and outbound contactwith customers and internal partners in support of customers in an effort toresolve fundamental issues, inquiries, and requests in a timely manner. The CustomerSupport Specialist will coordinate activities between internal resources tobring about the timely resolution of issues. As an advocate of the customer,escalate to management recurring or severe issues that require additionalattention. As a level 1 Customer SupportSpecialist the overall complexity of job responsibilities is basic. The level 1 Customer Support Specialist may exerciseless independent discretion and judgment as more senior and tenured teammembers. Work usually fits an establishedstructure. Exceptions or changes in procedures are explained in detail as theyarise. Advancement to level 2 is based ondemonstrated proficiency in performing the assigned functions and is at thediscretion of management staff. Responsibilities: * Front-linetelephone (inbound and outbound) and e-mail customer service. * Responsiblefor opening and owning service issues, while keeping in contact with thecustomer to keep them well informed until resolution. * Coordinateactivities with internal resources to resolve issues * Variouscustomer service activities as assigned Requirements: * H.S.Diploma; Assoc /Bachelors preferred * 1-2years customer service, orrelated experience. Preferred Skills: * Musthave exceptional customer service skills including proficiency introuble-shooting and problem solving * Knowledgeof physician, hospital or pharmacy prescription workflow and/or healthcareexperience is a plus * Musthave excellent communications skills and a professional demeanor, allowing theapplicant to interface and communicate clearly and expertly with clinical andnon-clinical personnel portraying empathy and confidence * Effectivetime management and organizational skills. Ability to prioritize and completetasks correctly, thoroughly, efficiently, on-time and independently * Abilityto act responsibly and reliably as a sole contributor and as a member of a team * Generalcomputing knowledge and MS Office (MS Access a plus) * Generalknowledge of databases is a plus * Functionsindependently within guidelines and with limited supervision with generaldirection from manager _____________________________________________________________________________________________ About FDB: FDB is the leading provider of drugand medical device knowledge that helps healthcare professionals make precisedecisions. With thousands of customers worldwide, FDB enables our informationsystem developer partners to deliver valuable, useful, and differentiatedsolutions. We offer more than three decades of experience in transformingmedical knowledge into actionable, targeted, and effective solutions that helpimprove patient safety, operational efficiency, and healthcare outcomes. For acomplete look at our solutions and services, please visit orfollow us on Twitter and LinkedIn. We value Integrity, Respect,Responsibility, Teamwork, and Creativity. Our offices in South San Franciscoand Indianapolis have been awarded with Top Workplaces honors by The Bay AreaNews Group and the Indy Star, respectively, including the most recent honorawarded to our Indianapolis office in 2017 & 2018 (the Top Workplaceshonors are based solely on the results of an employee feedback survey by aleading research firm that specializes in organizational health and workplaceimprovement). FDB offers competitive salaries and extensive benefits –including medical, dental, vision, long term disability, life insurance, andmatching 401k. FDB is an equalopportunity/affirmative action employer. All qualified applicants will receiveconsideration for employment without regard to sex, gender identity, sexualorientation, race, color, religion, national origin, disability, protectedveteran status, age, or any other characteristic protected by law. EEO/AA For moreinformation about equal employment opportunity protections, view the EEO is the Law poster. If you have adisability and need an accommodation in connection with the on-line applicationprocess, please email us at or by phone at800.633.3453. Hearst Newspapers South San Francisco CA

IT End User Technology - Support Specialist

Myriad Genetics & Laboratories