IT Helpdesk Specialist 2

POSITION SUMMARY:

The User Services / Helpdesk Specialist 2 is responsible for all aspects of IT end-user support in an enterprise biotech environment including: computer hardware, software, office systems, peripherals, phone, voicemail systems, and provides assistance to system administrators as required. As a member of a helpdesk team, position provides IT services via walk-up, phone, email and ticketing systems. The candidate must have a high level of aptitude for analyzing, troubleshooting, and resolving problems with an emphasis on follow-through and customer satisfaction.

 

PRIMARY RESPONSIBILITIES:

• Investigate, recommend, design, deploy and sustain solutions/technologies to assist with IT and end user needs.
• Manage issues, communication and resolution via email, phone and ticketing system. Follow up with customers is key to ensure issues are resolved appropriately and build customer report and quality support.
• Participate in projects to enhance the overall process and tool-set used by IT to serve the needs of Natera including by not limited to: virtualization, centralized user and IT asset management and support, software license management, Monitoring and Alerting, Identity and User management, network and compute platform improvement.
• Perform o