Desktop Engineer

Role: ServiceDesk/Desktop Support Engineer

Location: Wilsonville, OR

JD and Qualifications below:

·         Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices

·         Ensure that all issues and requests are documented accurately in the IT ticketing system

·         Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue

·         Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requests

·         Monitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer support

·         Research technical solutions in department-specific applications

·         Follow up with end users, provide feedback, and see issues and requests through to resolution

·         Support multiple Twist locations and must be versed in providing remote support

·         Participate in a rotation to provide after-hours/weekend on-call coverage

·         Adhere to service-level agreements

·         Assist with Major Incidents as required, including sending employee communications

·         Participate in projects

·         Assist with the procurement and lifecycle management of physical assets and software licenses

·         Document procedures and develop end-user instructions

·         Responsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.

·         Some travel may be required

Site Support (For In-Office Staff)

·         Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboards

·         Support for laboratory, Shipping and other on-premise hardware

·         Support for network hardware and local printers

·         Must be able to lift and carry 25 lbs

Software and Application Support

·         Google Suite

·         MS Office

·         Other workstation applications

·         Collaboration Tools

Identity and Access Management

·         Provision, modify and revoke account access and licenses as required

·         Seek and document approvals as necessary

·         Assist with gathering evidence for auditors in support of compliance efforts

·         Conduct internal checks to ensure compliance with standards and process

On/Off-Boarding

·         Process new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation. 

·         Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levels

Qualifications

·         5-9 years of hands on IT Helpdesk & Desktop experience required

·         Be able to communicate effectively in both verbal and written communications

·         Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community

·         High energy and ability to work independently in a very fast growth environment

·         Comfortable wearing Personal Protective Equipment when required to support systems located in labs

·         Extensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS Office

·         Ability to effectively and efficiently troubleshoot hardware and software issues

·         Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)

·         Excellent customer service skills

·         Experience supporting mobile devices in a corporate setting

·         Previous experience with a mid-sized (2000) person international company

·         Self-sufficient, self-managed, self-motivated, must be effective working independently

·         Ability to work within a team of technicians and support analysts

·         Familiarity with IT Service Management and ITIL concepts and processes

·         Must have good people skills, working directly with end users both in person and on the phone and zoom

·         HDI Support Center Analyst or Desktop Support Technician certifications a plus

·         ITIL Foundations Certificate a plus