IT Helpdesk Specialist 2

Natera • Austin, TX

5h • $25 - $27

About The Position

The User Services / Helpdesk Specialist 2 provides IT end-user support in an enterprise biotech environment. Support includes computer hardware and software, office systems, peripherals, phones, and voicemail systems, as well as assistance to system administrators as needed. As part of a helpdesk team, the role delivers IT services through walk-up support, phone, email, and ticketing systems, with a focus on analyzing, troubleshooting, and resolving problems, following through, and ensuring customer satisfaction.

The position investigates, recommends, designs, deploys, and sustains solutions and technologies that address IT and end-user needs. It manages issue communications and resolution through email, phone, and ticketing systems, and participates in projects to improve IT processes and tools. The listed location is Austin, Texas, and the pay range is $25–$27 USD. Natera describes itself as a global leader in cell-free DNA testing, focused on oncology, women’s health, and organ health.

Requirements

• Degree in a technical field or equivalent work experience and applicable certifications.
• At least 2 years of desktop technology and user support experience in a technical enterprise environment.
• Strong successful history supporting and troubleshooting Microsoft and Apple desktop technology.
• Strong history of supporting desktop applications such as Google Apps and MS Office.
• Strong history of desktop standards development and automated template desktop configurations.
• Ability to communicate effectively and influence at all levels of management.
• Strong knowledge of Microsoft and Apple desktop technologies.
• Strong verbal and written communication skills.
• Strong teamwork style and behavior.
• Self-starter.

Nice To Haves

• IT experience within a HIPAA-controlled biotech, pharmaceutical, or healthcare enterprise.
• ITIL Foundations certification.
• Microsoft Systems Center and Active Directory management experience.
• Atlassian Jira, ServiceDesk, and Confluence experience.

Responsibilities

• Investigate, recommend, design, deploy, and sustain solutions and technologies that assist with IT and end-user needs.
• Manage issues, communication, and resolution through email, phone, and the ticketing system.
• Follow up with customers to ensure issues are appropriately resolved and to support customer rapport and quality service.
• Participate in projects that enhance IT processes and tools, including virtualization, centralized user and IT asset management and support, software license management, monitoring and alerting, identity and user management, and network and compute platform improvement.
• Perform other duties as assigned.

Benefits

• Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents.
• Free testing for employees and their immediate families.
• Fertility care benefits.
• Pregnancy and baby bonding leave.
• 401(k) benefits.
• Commuter benefits.
• Employee referral program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed