Twist Bioscience
IT Support Specialist
Twist Bioscience, South San Francisco, California, us, 94083
Twist's Help Desk provides world class IT support to our global base of employees with the tools they need to deliver success. As the IT Helpdesk Support Specialist, you will be responsible for overall customer satisfaction as it relates to their use of Mac, PC's laptops, and other peripherals. You will triage all level one support requests, and resolve technical issues, and escalate issues out to the appropriate escalation team in a timely and professional manner.
You will get the chance to interface and provide excellent support to our employees in our bay area offices in San Francisco and South San Francisco. Travel to both locations are required, Twist reimburses for mileage.
Duties in this role include:
Service DeskTroubleshoot Mac and Windows hardware, operating systems and software, and mobile devicesEnsure that all issues and requests are documented accurately in the IT ticketing systemMonitor and triage incoming tickets in the IT Helpdesk Ticket QueueProvide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requestsMonitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer supportResearch technical solutions in department-specific applicationsFollow up with end users, provide feedback, and see issues and requests through to resolutionSupport multiple Twist locations and must be versed in providing remote supportParticipate in a rotation to provide after-hours/weekend on-call coverageAdhere to service-level agreementsAssist with Major Incidents as required, including sending employee communicationsLead or participate in projectsAssist with the procurement and lifecycle management of physical assets and software licensesDocument procedures and develop end-user instructionsResponsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.Some travel may be requiredSite Support (For In-Office Staff)
Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboardsSupport for laboratory, Shipping and other on-premise hardwareSupport for network hardware and local printersMust be able to lift and carry 25 lbsSoftware and Application Support
Google SuiteMS OfficeOther workstation applicationsCollaboration ToolsIdentity and Access Management
Provision, modify and revoke account access and licenses as requiredSeek and document approvals as necessaryAssist with gathering evidence for auditors in support of compliance effortsConduct internal checks to ensure compliance with standards and processesOn/Off-BoardingProcess new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation.Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levelsQualifications
5-9 years of hands on IT Helpdesk & Desktop experience requiredBe able to communicate effectively in both verbal and written communicationsMust be confident in your technical abilities and be able to communicate effectively with a non-technical end user communityHigh energy and ability to work independently in a very fast growth environmentComfortable wearing Personal Protective Equipment when required to support systems located in labsExtensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS OfficeAbility to effectively and efficiently troubleshoot hardware and software issuesSolid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)Excellent customer service skillsExperience supporting mobile devices in a corporate settingPrevious experience with a mid-sized (2000) person international companySelf-sufficient, self-managed, self-motivated, must be effective working independentlyAbility to work within a team of technicians and support analystsFamiliarity with IT Service Management and ITIL concepts and processesMust have good people skills, working directly with end users both in person and on the phone and zoomHDI Support Center Analyst or Desktop Support Technician certifications a plus
About Twist Bioscience
At Twist Bioscience, our expertise is accelerating science and innovation by leveraging the power of scale. We have developed a proprietary semiconductor-based synthetic DNA manufacturing process featuring a high throughput silicon platform capable of producing synthetic biology tools, including genes, oligonucleotide pools and variant libraries. Our platform overcomes the current inefficiencies of synthetic DNA production, and enables cost-effective, rapid, high-quality and high throughput synthetic gene production, which in turn, expedites the design, build, test cycle to enable personalized medicines, pharmaceuticals, sustainable chemical production, improved agriculture production, diagnostics, biodetection and data storage. For more information, please visit www.twistbioscience.com. Twist Bioscience is on Twitter. Sign up to follow our Twitter feed @TwistBioscience at https://twitter.com/TwistBioscience.
Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.
The base cash compensation for this California-based role is below. In addition to base salary, this role is eligible for bonus, equity, and a generous benefits package. Final compensation amounts are determined by multiple factors, including candidate skill, experience, expertise, and location and may vary from the amount listed above. Compensation may be different in other locations.
San Francisco Bay Area Pay Range
$23-$31 USD
You will get the chance to interface and provide excellent support to our employees in our bay area offices in San Francisco and South San Francisco. Travel to both locations are required, Twist reimburses for mileage.
Duties in this role include:
Service DeskTroubleshoot Mac and Windows hardware, operating systems and software, and mobile devicesEnsure that all issues and requests are documented accurately in the IT ticketing systemMonitor and triage incoming tickets in the IT Helpdesk Ticket QueueProvide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requestsMonitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer supportResearch technical solutions in department-specific applicationsFollow up with end users, provide feedback, and see issues and requests through to resolutionSupport multiple Twist locations and must be versed in providing remote supportParticipate in a rotation to provide after-hours/weekend on-call coverageAdhere to service-level agreementsAssist with Major Incidents as required, including sending employee communicationsLead or participate in projectsAssist with the procurement and lifecycle management of physical assets and software licensesDocument procedures and develop end-user instructionsResponsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.Some travel may be requiredSite Support (For In-Office Staff)
Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboardsSupport for laboratory, Shipping and other on-premise hardwareSupport for network hardware and local printersMust be able to lift and carry 25 lbsSoftware and Application Support
Google SuiteMS OfficeOther workstation applicationsCollaboration ToolsIdentity and Access Management
Provision, modify and revoke account access and licenses as requiredSeek and document approvals as necessaryAssist with gathering evidence for auditors in support of compliance effortsConduct internal checks to ensure compliance with standards and processesOn/Off-BoardingProcess new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation.Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levelsQualifications
5-9 years of hands on IT Helpdesk & Desktop experience requiredBe able to communicate effectively in both verbal and written communicationsMust be confident in your technical abilities and be able to communicate effectively with a non-technical end user communityHigh energy and ability to work independently in a very fast growth environmentComfortable wearing Personal Protective Equipment when required to support systems located in labsExtensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS OfficeAbility to effectively and efficiently troubleshoot hardware and software issuesSolid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)Excellent customer service skillsExperience supporting mobile devices in a corporate settingPrevious experience with a mid-sized (2000) person international companySelf-sufficient, self-managed, self-motivated, must be effective working independentlyAbility to work within a team of technicians and support analystsFamiliarity with IT Service Management and ITIL concepts and processesMust have good people skills, working directly with end users both in person and on the phone and zoomHDI Support Center Analyst or Desktop Support Technician certifications a plus
About Twist Bioscience
At Twist Bioscience, our expertise is accelerating science and innovation by leveraging the power of scale. We have developed a proprietary semiconductor-based synthetic DNA manufacturing process featuring a high throughput silicon platform capable of producing synthetic biology tools, including genes, oligonucleotide pools and variant libraries. Our platform overcomes the current inefficiencies of synthetic DNA production, and enables cost-effective, rapid, high-quality and high throughput synthetic gene production, which in turn, expedites the design, build, test cycle to enable personalized medicines, pharmaceuticals, sustainable chemical production, improved agriculture production, diagnostics, biodetection and data storage. For more information, please visit www.twistbioscience.com. Twist Bioscience is on Twitter. Sign up to follow our Twitter feed @TwistBioscience at https://twitter.com/TwistBioscience.
Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.
The base cash compensation for this California-based role is below. In addition to base salary, this role is eligible for bonus, equity, and a generous benefits package. Final compensation amounts are determined by multiple factors, including candidate skill, experience, expertise, and location and may vary from the amount listed above. Compensation may be different in other locations.
San Francisco Bay Area Pay Range
$23-$31 USD