Job Summary

 

The Helpdesk/Desktop Support Technician Level 1 plays an important role within IT and throughout Prolacta Bioscience. This role provides level one support to our personnel, resolving client issues in a professional and timely manner, establishing and following standard procedures, and tracking help desk tickets to closure. In addition, the role is responsible for managing the change and release calendar, onboarding and off-boarding personnel and testing new technologies.  The hours of this role are 6:00am-3:00pm M-F with the flexibility to work off hours for periodic system projects and maintenance.

 

Primary Duties and Responsibilities

 

·         Responds to and diagnoses routine problems through discussions with end-users 

·         Provides help-desk support for internal users as well as national sales team; applying diagnostic techniques to identify common problems, investigate causes, and recommend solutions

·         Participates in the installation, configuration, and upgrade of computer hardware and software 

·         Provides end-user software troubleshooting and support

·         Documents policies and procedures and provides end user training

·         Maintains the IT Operations Manual

·         Assists with network troubleshooting and support

·         Assists in the administration of e-mail systems

·         Effectively communicates and escalates difficult problems to the Level 2 Technician and/or IT Manager

·         Tracks and logs help desk incident reports

·         Maintains current knowledge of relevant hardware and software applications as assigned

·         Interfaces and communicates clearly with department peers, internal employees, and external partners to escalate problems as needed and resolve issues

·         Ensures that all problems are logged, resolved/​assigned for resolution, prioritized and tracked, and communicated appropriately

·         Updates the change and release management calendar, and identifies potential conflicts between infrastructure and software changes

·         Provides weekly updates on action items to team members and IT management 

 

 

Job Requirements and Qualifications

 

Requirements

 

·         Experience with helpdesk / problem tracking software preferred

·         Knowledge of Windows OS, Mac OS, PC applications, PC hardware, mobile devices and network devices

·         Experience with Windows 7, 8, 10, Mac OSX,  installation, support, and troubleshooting

·         Experience with Microsoft Office Suite 2007/2010/2013

·         Demonstrated experience providing support with remote tools

·         Active Directory experience strongly preferred.

 

Qualifications

 

·         Bachelor’s Degree required

·         1-3 years of related desktop support experience strongly preferred

 

Other Knowledge, Skills and Abilities

 

·         Strong interpersonal and communication skills

·         Strong analytical skills, detail oriented

·         Excellent organization and prioritization skills

 

Work Environment (Location, travel, shift, on-call, etc.)

 

Travel

 

·         Ability to travel 10% if required

 

Location

 

·         City of Industry, CA as well as Duarte, CA