The Position:
The IT Support Technician will provide essential IT support for both lab and office environments. This role involves managing and maintaining hardware and software, offering technical support to employees, and ensuring the smooth operation of lab equipment. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical staff. This position is based onsite in our South San Francisco office.
Key Responsibilities:
On-site Lab Support:
- Install, configure, and maintain lab equipment, including computers, peripherals, and specialized lab instruments.
- Troubleshoot and repair hardware issues, replacing faulty components as necessary.
- Perform regular preventive maintenance and updates on lab hardware.
- Collaborate with lab staff to understand equipment needs and provide technical solutions.
- Document and track hardware configurations, maintenance activities, and any issues encountered.
- Ensure compliance with safety regulations and guidelines specific to the lab environment.
End User Support:
- Provide technical support to office and remote employees for hardware and software issues.
- Set up and configure workstations, printers, and other office equipment.
- Assist with software installations, updates, and troubleshooting.
- Manage user accounts, permissions, and passwords.
- Educate employees on best practices for using technology and data security.
- Document support requests and resolutions to maintain a knowledge base.
- Onboarding/Offboarding of new and terminated users.
- Provide conference room A/V support.
- On-site/Off-site meeting support.
General Responsibilities:
- Maintain an inventory of hardware and software, ensuring that replacement parts and equipment are available as needed.
- Assist with the implementation of IT projects and initiatives.
- Collaborate with other IT team members and departments to address technology needs and issues.
- Provide training and guidance to employees on new technologies or software.
- Ensure all IT support activities align with company policies and procedures.
Who You Are:
- 3 – 5 years of experience in related field.
- Proven experience in IT support roles, preferably with lab and office environments.
- Strong knowledge of hardware and software troubleshooting, including experience with operating in a lab environment.
- Familiarity with operating systems (Windows, macOS, Linux) and common office applications.
- Ability to work entire shift and adhere to metrics and SLAs.
- Proven experience with Microsoft Azure/Intune/M365/OnPrem Active Directory.
- Experience with Jamf, and other device management solutions.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team.
- Certification such as CompTIA A+, Network+, or similar is a plus.
Physical Requirements:
- Ability to lift and carry equipment (up to 50 lbs).
- Ability to work in both office and lab environments, which may include standing for extended periods and handling delicate equipment.
#LI-Onsite