Sr. Specialist, IT Service Delivery & Infrastructure

Taiho Oncology, Inc.•Pleasanton, CA

13d•$135,000 - $162,000•Hybrid

About The Position

Looking for a chance to make a meaningful difference in the oncology space? Taiho Oncology is on a mission: to improve the lives of patients with cancer, their families, and caregivers. Our “People first” approach means we also highly value our employees, who work relentlessly to help execute our mission. Taiho’s success is founded on ensuring we always act with accountability, collaboration, and trust. By following these guiding principles, we earn and maintain the confidence of patients, the global healthcare community, collaborators and partners, and each other. Together, we are working on cutting-edge science and growing our portfolio and pipeline across a range of tumor types to address the ongoing and evolving needs of patients. Advanced technology, a world-class clinical development organization, and state-of-the-art facilities: these and other resources empower us to innovate and touch the lives of more and more patients. It’s our work, our passion, and our legacy. We invite you to join us. Hybrid Employee Value Proposition: Play a key role in service excellence and hands on infrastructure at Taiho Oncology’s Pleasanton, CA office. Support the Service Desk and escalations, manage Intune/DUO and endpoint security, build KPI reporting and knowledgebases, and provide smart hands support on core network gear. Make a visible impact in a role that blends operations, security, and mentorship. Position Summary: The Sr. Specialist, IT Service Delivery & Infrastructure Services will supervise and coordinate with the Level 1 (Service Desk) and directly provide Level 2 (Desktop Support) services & support to clients (internal, field and lab) and ensure that service levels are achieved. They will be responsible for ensuring the support team is meeting and exceeding expectations in regard to performance metrics and that standards and processes are followed. In addition, the individual will provide hands-on support for network switches, servers, firewalls and wireless access points.

Requirements

Requires a High School diploma, or equivalent experience.
A minimum of 5 years’ experience in information technology.
Previous experience supporting end users as primary point of contact.
Experience managing service desk operations, ticket management, and escalation procedures.
Experience working with cross-functional teams and remote teams.
Operational knowledge of MS Word, Project, Power Point and Excel are required.
Should be able to demonstrate strong presentation and communication skills (both written and verbal).
Strong facilitation skills.
The successful candidate will be able to correspond in a poised and professional manner with all levels of management.
A team player able to work in a dynamic environment with attention to high quality results.
Strong communication skills, both verbal and written.
Basic addition and subtraction for managing inventory of hardware and software.
Need to think logically through reported vs. actual problems reported to IT to quickly resolve problems.
Ability to provide end users with next steps that are logical and reduce frustration.
Current knowledge of Microsoft Windows operating systems (Window 11).
Diagnosis computer network connectivity issues.
Lifting of computers and servers and connecting wires under desks.
Technical experience in supporting Active Directory, Windows Servers, Storage Area Networks & Cisco Network Switches.
Experience with building environment following Installation Qualification or pre-established well documented procedures.
Expertise managing LAN, WAN, and SAN technologies.

Responsibilities

Supervise & coordinate off-site Service Desk which includes overseeing all reported requests, incidents and problems.
Builds and manage the escalation process for urgent tickets and outages.
Admin for DUO Multifactor Authentication application.
Coordinates iPhone & iPad database & configurations using Intune (MDM)
Coordinates urgent and complicated support issues across a multidisciplinary team.
Manage all licenses associated with laptops, Intune, Symantec & Desktop Central
Determine root cause of issues and communicate appropriately with internal and field/remote-based employees / contractors.
Build and maintain library of training material for support staff.
Build and implement strategies to transition more activities to the service desk
Develop process to ensure the service desk system is the single source of truth and service delivery channel for IT.
Monitor and manage iPhone & iPad / ticket queue (participating in escalated calls as needed).
Work with vendors to ensure positive interactions and ongoing support of IT operations.
Listen to recorded calls to identify additional opportunities for improvement.
Provide data and reporting of KPI’s and trends to IT department and others in weekly and monthly meetings and as needed.
Review survey feedback to improve services, tools and support experience.
Oversee knowledgebase repository and ensure top quality solutions are available to the service desk to quickly and consistently support callers.
Provide asset management database administration throughout the lifecycle of recorded TOI assets.
Perform initial setup of computer equipment for new users and configure workstations to meet departmental guidelines and ensure consistent onboarding experience.
Identify, evaluate and solve end-user workstation software or hardware problems, at desk side or remotely, as reported through the service desk ticketing system with expediency and high quality.
Create and provide regular refresh of software images for all workstations.
Utilize console administration tools to maintain data and device security (Symantec, Computrace, etc.).
Monitor and maintain security profile of all devices connected to the network.
Provide administration of TOI sFTP solution (Workspace creation, end user account setup, etc.).
Manage activities of employee or consultant performing as Technician I, Information Services.
Work closely with infrastructure team with setting up and managing Windows servers and virtual server performance and file server capacity.
Provide smart hands support for network switches, firewalls and wireless access point.
Keep confidential all company proprietary information.
Other duties as required.

Benefits

full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave)

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