IT Helpdesk Specialist 2

Natera • Austin, TX

11d

About The Position

The User Services / Helpdesk Specialist 2 provides end-user IT support in an enterprise biotech environment. Support covers computer hardware and software, office systems, peripherals, phones, and voicemail systems, with assistance to system administrators as required. As part of a helpdesk team, the specialist delivers IT services through walk-up support, phone, email, and ticketing systems, emphasizing effective troubleshooting, follow-through, and customer satisfaction.

The role investigates, recommends, designs, deploys, and sustains solutions and technologies for IT and end-user needs. It also contributes to projects that improve IT processes and tools, including virtualization, user and asset management, software license management, monitoring and alerting, identity and user management, and network and compute platforms.

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 record of supporting and troubleshooting Microsoft and Apple desktop technologies.
• Strong record of desktop application support, such as Google Apps and MS Office.
• Strong record of developing desktop standards and automated desktop configurations or templates.
• Ability to communicate effectively and influence at all levels of management.
• 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 address IT and end-user needs.
• Manage issues, communications, and resolutions through email, phone, and ticketing systems.
• Follow up with customers to ensure issues are resolved appropriately and provide quality support.
• Participate in projects to improve 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.
• Provide end-user support for computer hardware, software, office systems, peripherals, phones, and voicemail systems through walk-up, phone, email, and ticketing channels.
• Assist system administrators as required.
• 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