Sanford Burnham Prebys Medical Discovery Institute
Help Desk Specialist
Sanford Burnham Prebys Medical Discovery Institute, San Diego, California, United States, 92189
The duties and responsibilities contained in the job description are intended to be examples of the accountabilities for which the person in the position will demonstrate competency through performance. The job description is not intended to be an all-inclusive list. Duties and responsibilities are subject to change and other duties may be assigned as necessary.
Summary:
Under the direction of the Help Desk Supervisor, the Help Desk Specialist will be responsible for hardware and software support including secondary telephone and on-site support to the end-user community. The specialist supports the process for installing, managing, and supporting all hardware within the organization. The specialist ensures operational excellence for Institute collaborative technologies including room videoconferencing, auditorium video conferencing, desktop collaboration and desktop video.
Under general direction, the Help Desk Specialist will provide deskside, phone, remote and email support for Macintosh and PC hardware and software. The specialist will work on assignments that are often semi-routine in nature but recognizes the need for occasional deviation from accepted practice. This position normally follows established procedures on routine work.
Duties and Responsibilities:
Configures, diagnoses, identifies and resolves hardware, software and printing issues in blended PC, Mac and smartphone wired and wireless enterprise environmentPerforms software and hardware installations and adheres to established asset tracking and licensing agreementsWorks independently and tenaciously pursues resolution to a variety of issues using technical knowledge, tools and organizational resourcesDocuments all requests, troubleshooting efforts, and resolutions in the organizations ticketing systemCreates and/or revises existing end user instructions, technical documentation or procedures as neededProvides end-user training for systems and software productsParticipates in and supports help desk initiatives and projectsCoordinates maintenance and repair of organizational assets with outside vendorsAssists with workstation relocations, phone programming, moves and installation.Follows established escalation procedures and alerts management to outages, priority issues, recurring problems and patternsProvides virtual desktop administration and support (vmware)Provides user-level network support (port activations, VLAN changes, connectivity)Provides user account administration within active directory, exchange and call manager/unityTroubleshoots, diagnoses and identifies failing or failed components through the use of testing procedures, instruments and diagnostic softwareResearches and resolves complex, technically oriented end-user problemsCommunicates resolution to appropriate IT staff and usersResponsible for both front-end and back-end aspects of collaborative technologies, including desktop, room based and auditorium videoconferencing and audio conferencingCreates and maintains Voice-Over-IP (VOIP) users, devices and directory numbersProvides support for "C level" executivesEnsures all desktop backups are being completed on schedulePrepares project deliverables under manager direction and executes to these deliverablesAssists with inventory management for help desk suppliesProvides cross-training to help desk team on problem resolution using documentation and team trainingAdministers and maintains system imagesUses ITIL based ticketing system to document and track all workPerforms other related tasks, duties and responsibilities as required, assigned or directedEducation and/or Experience:
High School diploma and three years' experience in the field of PC and Macintosh support, client network software, network setup, hardware and software trouble-shooting or an equivalent combination of education, training and/or experience from which comparable knowledge, skills and abilities have been attained required.Bachelor's degree in Computer Science, Information Systems or other related field preferred.Other Knowledge, Skills and/or Abilities:
Strong knowledge of commonly used hardware and software support concepts, practices, and procedures, including secondary telephone and on-site support to the end-user communityProficiency in current and emerging conferencing technologies for both desktop and room based systemsExperience supporting large, auditorium sized video conference systems both "in room" and remote (e.g. Zoom, MS Teams, Webex)Proficiency in the following software or systems: MS Office Suite, all current and past versions of MS Windows to at least Windows XP, Mac OS 10.5.x and Active Directory and MS ExchangeRequires working knowledge of hardware, basic software, operating systems, and business and scientific applicationsRequires strong malware and virus removal capability utilizing many industry toolsExposure/experience in preparing and presenting basic software training informationWork independently as well as in a team environmentBe responsible and have strong time management skillsAble to analyze and resolve issues of moderate complexityPossess strong attention to detail and organizational skillsDemonstrate professional communication and interpersonal skillsAbility to lift up to 50 lbs.Supervisory Responsibilities:
No, this position does not have any formal supervisory responsibilitiesCompensation:
The expected hiring range for this position is between $56,022 - $70,027/year commensurate with experience.
Sanford Burnham Prebys celebrates the rich diversity of our scientists, students and staff, who hail from more than 30 countries. Our diverse and inclusive environment catalyzes innovation and fuels discovery, enhancing the value and impact of our research.
We welcome talented individuals of all backgrounds regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military or veteran status. We are proud to be an equal opportunity employer.
If you need an accommodation seeking employment with Sanford Burnham Prebys, please email accommodations@sbpdiscovery.org. Accommodations are made on a case-by-case basis.
Summary:
Under the direction of the Help Desk Supervisor, the Help Desk Specialist will be responsible for hardware and software support including secondary telephone and on-site support to the end-user community. The specialist supports the process for installing, managing, and supporting all hardware within the organization. The specialist ensures operational excellence for Institute collaborative technologies including room videoconferencing, auditorium video conferencing, desktop collaboration and desktop video.
Under general direction, the Help Desk Specialist will provide deskside, phone, remote and email support for Macintosh and PC hardware and software. The specialist will work on assignments that are often semi-routine in nature but recognizes the need for occasional deviation from accepted practice. This position normally follows established procedures on routine work.
Duties and Responsibilities:
Configures, diagnoses, identifies and resolves hardware, software and printing issues in blended PC, Mac and smartphone wired and wireless enterprise environmentPerforms software and hardware installations and adheres to established asset tracking and licensing agreementsWorks independently and tenaciously pursues resolution to a variety of issues using technical knowledge, tools and organizational resourcesDocuments all requests, troubleshooting efforts, and resolutions in the organizations ticketing systemCreates and/or revises existing end user instructions, technical documentation or procedures as neededProvides end-user training for systems and software productsParticipates in and supports help desk initiatives and projectsCoordinates maintenance and repair of organizational assets with outside vendorsAssists with workstation relocations, phone programming, moves and installation.Follows established escalation procedures and alerts management to outages, priority issues, recurring problems and patternsProvides virtual desktop administration and support (vmware)Provides user-level network support (port activations, VLAN changes, connectivity)Provides user account administration within active directory, exchange and call manager/unityTroubleshoots, diagnoses and identifies failing or failed components through the use of testing procedures, instruments and diagnostic softwareResearches and resolves complex, technically oriented end-user problemsCommunicates resolution to appropriate IT staff and usersResponsible for both front-end and back-end aspects of collaborative technologies, including desktop, room based and auditorium videoconferencing and audio conferencingCreates and maintains Voice-Over-IP (VOIP) users, devices and directory numbersProvides support for "C level" executivesEnsures all desktop backups are being completed on schedulePrepares project deliverables under manager direction and executes to these deliverablesAssists with inventory management for help desk suppliesProvides cross-training to help desk team on problem resolution using documentation and team trainingAdministers and maintains system imagesUses ITIL based ticketing system to document and track all workPerforms other related tasks, duties and responsibilities as required, assigned or directedEducation and/or Experience:
High School diploma and three years' experience in the field of PC and Macintosh support, client network software, network setup, hardware and software trouble-shooting or an equivalent combination of education, training and/or experience from which comparable knowledge, skills and abilities have been attained required.Bachelor's degree in Computer Science, Information Systems or other related field preferred.Other Knowledge, Skills and/or Abilities:
Strong knowledge of commonly used hardware and software support concepts, practices, and procedures, including secondary telephone and on-site support to the end-user communityProficiency in current and emerging conferencing technologies for both desktop and room based systemsExperience supporting large, auditorium sized video conference systems both "in room" and remote (e.g. Zoom, MS Teams, Webex)Proficiency in the following software or systems: MS Office Suite, all current and past versions of MS Windows to at least Windows XP, Mac OS 10.5.x and Active Directory and MS ExchangeRequires working knowledge of hardware, basic software, operating systems, and business and scientific applicationsRequires strong malware and virus removal capability utilizing many industry toolsExposure/experience in preparing and presenting basic software training informationWork independently as well as in a team environmentBe responsible and have strong time management skillsAble to analyze and resolve issues of moderate complexityPossess strong attention to detail and organizational skillsDemonstrate professional communication and interpersonal skillsAbility to lift up to 50 lbs.Supervisory Responsibilities:
No, this position does not have any formal supervisory responsibilitiesCompensation:
The expected hiring range for this position is between $56,022 - $70,027/year commensurate with experience.
Sanford Burnham Prebys celebrates the rich diversity of our scientists, students and staff, who hail from more than 30 countries. Our diverse and inclusive environment catalyzes innovation and fuels discovery, enhancing the value and impact of our research.
We welcome talented individuals of all backgrounds regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military or veteran status. We are proud to be an equal opportunity employer.
If you need an accommodation seeking employment with Sanford Burnham Prebys, please email accommodations@sbpdiscovery.org. Accommodations are made on a case-by-case basis.