IT Support Analyst
About The Position
The IT Support Analyst is responsible for proactively and reactively handling the technology needs and requirements of end users. This position is located in our South San Francisco office. Travel to other sites will be periodically required. This position mandates a high level of interaction and engagement with senior executives, and a growing staff base, working in a fast-paced and dynamic organization. The role is responsible for all technology support; including but not limited to, installation, configuration, and troubleshooting of a wide range of technologies including desktops, laptops, audio/video, mobile devices, networking, access control, cloud technologies and specific scientific-related devices and applications.
Requirements
- 3+ years of IT technical experience in a service desk environment
- Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users
- Strong knowledge of macOS, Windows, IOS, and Android operating systems
- Strong knowledge of Google Workspace, FreshService, Slack, Notion, telephony, and other common desktop applications
- Experience of troubleshooting computer hardware
- Experience with MDM solutions that manage Macs, Windows, and mobile systems (e.g. InTune, Hexnode)
- Experience with IT ticketing systems (e.g., FreshService)
- Experience troubleshooting network related issues
- Knowledge of IT security protocols, and cloud-based services
- Flexibility and adaptability - you will be juggling multiple troubleshooting requests in a fast-paced startup environment
Nice To Haves
- Relevant IT certifications a plus
Responsibilities
- Technical Support: Provide troubleshooting and technical support to end-users, resolving hardware and software issues promptly. Identify and pursue new and innovative ways to improve processes, delivery of support, and technology solutions in general.
- Onboarding/Offboarding: Assist with the onboarding process, prepping and deploying systems, as well as training and educating new hires during IT orientations.
- System Administration: Install, configure, and maintain software applications and operating systems, ensuring system integrity and security.
- System Support & Troubleshooting: Ensure all IT systems are operating smoothly and efficiently. Provide prompt troubleshooting and support for hardware and software issues that arise in theatre operations
- Network Management: Maintain and optimize network hardware and software to ensure smooth connectivity, high availability, and security across all systems.
- Audio/Visual: Oversee, support and troubleshoot our A/V conferencing systems in multiple conference rooms/offices
- Data Security: Enforce data security measures, manage backup systems, and conduct regular security audits ensuring compliance with security standards and industry regulations to protect business information.
- Documentation: Maintain accurate records of IT assets, configurations, procedures, and support tickets for future reference and audits.
- User Training: Conduct training sessions and create resources to help users understand and optimize their use of IT systems.
- Teamwork: Represent the IT perspective on projects and processes providing technical guidance, training, and support for business stakeholders.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
