IT Analyst II will provide all levels of technical support to end-users. A mix of interpersonal and technical skills will be required to support both local (50%) and remote staff (50%). Maintaining a high degree of customer satisfaction is the primary objective of this position. After-hours work will be required periodically to support scheduled maintenance, projects, and unscheduled emergencies.
Job Responsibilities
Typical activities may include, but will not be limited to the following:
* Provide both remote and desk-side support to employees across multiple locations. * Collaborate with IT team members and provide support on IT projects. * Work with software and hardware vendors on support issues. * Prepare and deploy PCs and Smartphones. * Track assets as they are received, deployed and redeployed. * Document support requests and solutions in helpdesk system. * Document support processes and procedures. * Conduct both new hire and ongoing computer system training and education. * Comply with IT Policies and SOPs. * Supported products and technologies include, but are not limited to, the following. * Microsoft Office 365 * SharePoint Online * Windows 7 and 10 * Microsoft Office 2013, 2016 and 365 * Dell Notebooks and Desktops * Ring Central phone system * iPhone and iPad management via AirWatch * Active Directory computer and user accounts * LAN/WAN and internet connectivity troubleshooting * Remote connectivity and troubleshooting * Network Printers * Video and Web Conferencing (Zoom) * Disk imaging tools * Endpoint security and encryption (Sophos) * Client management tools (Dell Kace) * Service Desk tool * Candidates must be comfortable working with staff at all levels of an organization, both remotely and in person.
Education and Experience
* A University Degree or equivalent is preferred; current industry certification is a plus. * Candidates must have 5+ years of experience providing tier 1 through 2 remote and desk-side technical support across a wide variety of technologies. * Successful candidates will have experience providing IT support in a fast-paced corporate environment. * BioPharma industry experience is a plus.
Working Conditions
Minimal travel is anticipated as this position is specific to the San Francisco/ Oakland office location.
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