Job Directory IT Analyst II

IT Analyst II
San Francisco, CA

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Job Description

Job Summary

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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