POSITION SUMMARY:The User Services / Helpdesk Specialist 2 is responsible for all aspects of IT end-user support in an enterprise biotech environment including: computer hardware, software, office systems, peripherals, phone, voicemail systems, and provides assistance to system administrators as required. As a member of a helpdesk team, position provides IT services via walk-up, phone, email and ticketing systems. The candidate must have a high level of aptitude for analyzing, troubleshooting, and resolving problems with an emphasis on follow-through and customer satisfaction.
PRIMARY RESPONSIBILITIES:- Investigate, recommend, design, deploy and sustain solutions/technologies to assist with IT and end user needs.
- Manage issues, communication and resolution via email, phone and ticketing system. Follow up with customers is key to ensure issues are resolved appropriately and build customer report and quality support.
- Participate in projects to enhance the overall process and tool-set used by IT to serve the needs of Natera including by not limited to: virtualization, centralized user and IT asset management and support, software license management, Monitoring and Alerting, Identity and User management, network and compute platform improvement.
- Perform other duties as assigned.
QUALIFICATIONS:- Degree in technical field or equivalent work experience and applicable certifications.
- IT experience within a HIPAA controlled biotech, pharma or healthcare enterprise is preferred.
- 2 years desktop technology and user support experience in a technical enterprise environment.
KNOWLEDGE, SKILLS, AND ABILITIES:- Strong successful history Microsoft and Apple desktop technology support and troubleshooting.
- Strong history of desktop applications support, e.g. Google Apps, MS-Office, etc.
- Strong history of desktop standards development and automated "template" desktop configurations.
- Ability to effectively communicate and influence at all levels of management.
- Strong knowledge Microsoft and Apple desktop technologies.
- Strong verbal and written communications skills.
- Strong teamwork style and behavior.
- ITIL foundations certification preferred.
- Microsoft Systems Center and AD management preferred.
- Atlassian Jira, ServiceDesk and Confluence experience preferred.
- Self-starter.
Compensation & Total Rewards The compensation package listed is for 1st year OTE, which are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. On-target earnings (OTE) represent the total potential income an employee can earn by achieving 100% of their performance goals. It combines a base salary with commissions and serves as an estimated figure rather than a guaranteed amount, providing a guideline based on average performance outcomes.
This position is also eligible for additional compensation and benefits through Natera's robust Total Rewards program, including:
- Comprehensive health benefits (medical, dental, vision)
- 401(k) with company match
- Generous paid time off and company holidays
- Additional wellness and work-life benefits
Compensation Range
$25-$27 USD
OUR OPPORTUNITYNatera is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.
The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you'll work hard and grow quickly. Working alongside the elite of the industry, you'll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.
WHAT WE OFFERCompetitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!
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Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.
All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.
If you are based in California, we encourage you to read this important information for California residents.
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Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.
For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page
