it support specialist - Pleasanton, United States - Gritstone bio, Inc.

Gritstone bio, Inc. Pleasanton, United States

2 weeks ago

Freelance

Description

**Description**

**Position Summary** :

The IT Support Specialist will be responsible for providing support of daily operations across all Gritstone sites. This position calls for outstanding technical and communication skills and the ability to develop, maintain, configure, and install hardware, software, services, procedures and work with 3rd party vendors. The successful candidate must have the ability to thrive in a fast-paced growing company. The role is high visibility and high customer-touch, so an upbeat, positive attitude combined with a passion for delivering first in class IT services is essential.

**Key Responsibilities:**

Provide day to day support of multiple labs and be part of lab initiatives to secure systems and data in the labs.

Document, track, and monitor all service desk requests and ensure resolution in a timely manner.

Use IT Service Management tools and systems to track and route cases (problem and request tickets).

Provide end-user support for mixed PC/Mac environment.

Create and maintain detailed system support documentation.

Setup workstations and desks for new hires.

Responsible for owning user on-boarding and administering off-boarding process.

Identify common issues and work with the team to implement long term solutions.

Experience with video conferencing systems and be willing to learn and support our AV systems (WebEx Rooms)

Assist users with managing documents in various cloud storage platforms (Box, OneDrive, etc.).

Support and troubleshoot company provided smartphones and tablets.

Participate in monthly and quarterly projects.

Participate in network and infrastructure implementations, maintenances, and troubleshooting.

Carry out support of lab hardware, such as maintenance, upgrades and swaps of computer, instruments, and scientific software.

Remotely support users by using screen-sharing tools such as BeyondTrust by Bomgar.

**Requirements:**

Extensive knowledge of Windows 10 and MacOS 10.15 and above is required.

Working knowledge and being able to understand Microsoft Services such as Active Directory, DNS, DCHP, and file & print services.

Experience working and troubleshooting of Microsoft Office 365 suite products: Office Online, SharePoint, and MS Teams.

Experience administering enterprise grade Anti-Virus and Backups technologies (Symantec, CrowdStrike, Backupify, Carbonite).

Experience working with enterprise Mobile Device Management technologies such as AirWatch.

Ability to lift 50+ lbs.

**Desired Skills and Experience:**

Ability to speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization.

Identify data patterns that do not adhere to Policy or Procedure standards or requirements and escalate for mitigation.

Experience working in a regulated laboratory environment.

The successful candidate will be inquisitive by nature, and is able to view situations from multiple angles and will be proactive in taking the lead to resolve problems when they arise.

Positive attitude and collaborative approach in working within a team environment.

The ideal candidate will be confident in their skillset and will suggest improvements when they observe deficiencies.

Ability to manage time and prioritize tasks and projects.

Desire to learn new technologies.

**Qualifications: Education or Experience**

B.S. in Computer Science, Software Engineering, MIS, or equivalent work experience.

Minimum of 3 years of experience.

Microsoft certification(s) a plus.

A+ certification a plus.

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