IT Helpdesk Specialist 2
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, and may include assistance to system administrators. As part of a helpdesk team, the specialist provides services through walk-up support, phone, email, and ticketing systems. The role requires strong analytical and troubleshooting ability, follow-through, and a focus on customer satisfaction. The specialist investigates, recommends, designs, deploys, and sustains solutions for IT and end-user needs; manages issue communications and resolution; and participates in projects that improve IT processes and tools. The position is with Natera, a company focused on cell-free DNA testing in oncology, women’s health, and organ health.
Requirements
- Degree in a technical field or equivalent work experience and applicable certifications.
- Two years of desktop technology and user support experience in a technical enterprise environment.
- Strong history of 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 verbal and written communication skills.
- Strong teamwork style and behavior.
- Self-starter.
Nice To Haves
- IT experience in a HIPAA-controlled biotech, pharma, 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 to support customer satisfaction and quality service.
- 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 improvements.
- Perform other duties as assigned.
Benefits
- Comprehensive medical, dental, and vision benefits.
- 401(k) with company match.
- Generous paid time off and company holidays.
- Additional wellness and work-life benefits.
- Life and disability plans for eligible employees and their dependents.
- Free testing for employees and immediate family members.
- Fertility care benefits.
- Pregnancy and baby bonding leave.
- Commuter benefits.
- Employee referral program.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
