Job Details

ID #15339333
State California
City Redwoodcity
Job type Permanent
Salary USD $50,000 - $65,000 50000 - 65000
Source Prosum
Showed 2021-06-11
Date 2021-06-10
Deadline 2021-08-09
Category Technical support
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Technical Support Specialist III

California, Redwoodcity, 94061 Redwoodcity USA

Vacancy expired!

Technical Support Specialist III

What your day may look like:
  • Provides hands-on technical support to lab based users relative to scientific lab software, lab devices and device/PC interfaces
  • Answers, evaluates, and prioritizes service requests received via help desk, telephone and in-person
  • Ensures timely resolution of user issues by assigning an appropriate priority and resolution goal
  • Performs diagnostics to collect information to determine source of error
  • Isolates performance issues to determine cause of hardware malfunctions such as hard drive, printer, cables or telephone
  • Resolves printing issues and network connectivity issues.
  • Troubleshoots hardware and software issues and identifies and resolves hardware and software application problems
  • Contacts software and hardware vendors via voice or online systems to research issues and determine and implement recommended solutions
  • Analyzes and corrects issues using documented procedures and available tools as well as personal knowledge and skills and recommended solutions
  • Brainstorms with team members to resolve more complex issues and escalates difficult issues to IT Manager
  • Performs imaging setup for standard desktop applications
  • Performs daily checks to verify system availability
  • Participates in creation and maintenance of IT standards and procedures
  • Tests and deploys new software, procedures, installation, conversion and upgrade activities
  • Infrequent travel to other sites may be required.
  • Regularly interacts with employees and vendors

Qualifications:Minimum Required:
  • 5 + years experience in a technical support role
  • Experience supporting scientific, lab-based end users is required
  • Experience supporting laboratory software and device interfaces
Other Required:
  • Experience with help desk ticketing software, hardware and software upgrades, hardware and software troubleshooting
  • Experience providing formal/informal technical training is required
  • Experience with Microsoft Office 2010 / 2013 / 2016 / 2019 and Office for Mac 2011 / 2016 / 2019 and Office 365 is required
  • Experience with Windows 7, 8.1 & 10 is required
  • Experience with Mac 10.x is required
  • Experience with Android, iOS, and Windows Mobile devices is a plus
  • Active Directory and Exchange environment experience is a plus
Preferred:
  • Experience with the following software and device interfaces:
    • CTL
    • FLOWJO
    • PerkinElmer
    • IMS/BSI Systems
    • MSD-Mesoscale
    • Rees Scientific Freezer Monitoring
    • Codesoft Barcode Labeling
    • Bartender Barcode Software
    • Q-Pules Quality Management Software

Skills:
  • Must be able to troubleshoot lab-based issues, remote issues and support offsite users
  • Ability to effectively communicate with both technical and non-technical individuals
  • Ability to read and interpret documents, operating/maintenance instructions and procedure manuals
  • Ability to perform light to medium physical work of lifting up to 50 pounds
  • Knowledge of Sharepoint or other portal products is a plus
  • Knowledge of Teams and Teams phones is a plus
  • Reudementary network knowledge is a plus
  • Knowledge of VPN is required.
  • Knowledge of network shares, namespaces and mapped drives is required
  • Knowledge of encryption is a plus

Competencies:
  • problem-solving, detail oriented, communication skills (verbal and written), multi-tasking, analytical skills, patience, and flexibility

Vacancy expired!

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