Role: ServiceDesk/Desktop Support Engineer
5 days 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
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