The duties and responsibilities contained in the job description are intended to be examples of the accountabilities for which the person in the position will demonstrate competency through performance. The job description is not intended to be an all-inclusive list. Duties and responsibilities are subject to change and other duties may be assigned as necessary.

Summary:

Under the direction of the Help Desk Supervisor, the Help Desk Specialist will be responsible for hardware and software support including secondary telephone and on-site support to the end-user community. The specialist supports the process for installing, managing, and supporting all hardware within the organization. The specialist ensures operational excellence for Institute collaborative technologies including room videoconferencing, auditorium video conferencing, desktop collaboration and desktop video.

Under general direction, the Help Desk Specialist will provide deskside, phone, remote and email support for Macintosh and PC hardware and software. The specialist will work on assignments that are often semi-routine in nature but recognizes the need for occasional deviation from accepted practice. This position normally follows established procedures on routine work.

Duties and Responsibilities:

• Configures, diagnoses, identifies and resolves hardware, software and printing issues in blended PC, Mac and smartphone wired and wireless enterprise environment
• Performs software and hardware installations and adheres to established asset tracking and licensing agreements
• Works independently and tenaciously pursues resolution to a variety of issues using technical knowledge, tools and organizational resources
• Documents all requests, troubleshooting efforts, and resolutions in the organizations ticketing system
• Creates and/or revises existing end user instructions, technical documentation or procedures as needed
• Provides end-user training for systems and software products
• Participates in and supports help desk initiatives and projects
• Coordinates maintenance and repair of organizational assets with outside vendors
• Assists with workstation relocations, phone programming, moves and installation.
• Follows established escalation procedures and alerts management to outages, priority issues, recurring problems and patterns
• Provides virtual desktop administration and support (vmware)
• Provides user-level network support (port activations, VLAN changes, connectivity)
• Provides user account administration within active directory, exchange and call manager/unity
• Troubleshoots, diagnoses and identifies failing or failed components through the use of testing procedures, instruments and diagnostic software
• Researches and resolves complex, technically oriented end-user problems
• Communicates resolution to appropriate IT staff and users
• Responsible for both front-end and back-end aspects of collaborative technologies, including desktop, room based and auditorium videoconferencing and audio conferencing
• Creates and maintains Voice-Over-IP (VOIP) users, devices and directory numbers
• Provides support for “C level” executives
• Ensures all desktop backups are being completed on schedule
• Prepares project deliverables under manager direction and executes to these deliverables
• Assists with inventory management for help desk supplies
• Provides cross-training to help desk team on problem resolution using documentation and team training
• Administers and maintains system images
• Uses ITIL based ticketing system to document and track all work
• Performs other related tasks, duties and responsibilities as required, assigned or directed

Education and/or Experience:

• High School diploma and three years’ experience in the field of PC and Macintosh support, client network software, network setup, hardware and software trouble-shooting or an equivalent combination of education, training and/or experience from which comparable knowledge, skills and abilities have been attained required.
• Bachelor’s degree in Computer Science, Information Systems or other related field preferred.

Other Knowledge, Skills and/or Abilities:

• Strong knowledge of commonly used hardware and software support concepts, practices, and procedures, including secondary telephone and on-site support to the end-user community
• Proficiency in current and emerging conferencing technologies for both desktop and room based systems
• Experience supporting large, auditorium sized video conference systems both “in room” and remote (e.g. Zoom, MS Teams, Webex)
• Proficiency in the following software or systems: MS Office Suite, all current and past versions of MS Windows to at least Windows XP, Mac OS 10.5.x and Active Directory and MS Exchange
• Requires working knowledge of hardware, basic software, operating systems, and business and scientific applications
• Requires strong malware and virus removal capability utilizing many industry tools
• Exposure/experience in preparing and presenting basic software training information
• Work independently as well as in a team environment
• Be responsible and have strong time management skills
• Able to analyze and resolve issues of moderate complexity
• Possess strong attention to detail and organizational skills
• Demonstrate professional communication and interpersonal skills
• Ability to lift up to 50 lbs.

Supervisory Responsibilities:

• No, this position does not have any formal supervisory responsibilities

Compensation:

• The expected hiring range for this position is between $56,022 - $70,027/year commensurate with experience.

Sanford Burnham Prebys celebrates the rich diversity of our scientists, students and staff, who hail from more than 30 countries. Our diverse and inclusive environment catalyzes innovation and fuels discovery, enhancing the value and impact of our research.

We welcome talented individuals of all backgrounds regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military or veteran status. We are proud to be an equal opportunity employer.

If you need an accommodation seeking employment with Sanford Burnham Prebys, please email accommodations@sbpdiscovery.org. Accommodations are made on a case-by-case basis.