ServiceDesk/Desktop Support Engineer

Role: ServiceDesk/Desktop Support Engineer

Location: South San Francisco, CA (Onsite)

Duration: 12+ Months

JD and Qualifications below:

Service Desk

• 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