Corporate Infrastructure And Security Site Support

Standard Office Hours (40/wk)

Able to lift 40 lbs. without assistance, Laboratory Setting, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Warehouse

Position Description

• Corporate Infrastructure and Security Site Support

Qualifications

• Bachelor's Degree preferred. Combination of experience and education considered
• ITIL certification preferred

Roles & Responsibilities

• Provide in-house support for End Users
• IMAC Support
• Able to perform the following without direct involvement from manager, senior team member, or lead
• Provide resolutions for users for Corporate applications and hardware
• Support resolutions for business group applications
• Incident and Request Queue management - Ticket creation/Categorization/Prioritization
• Partnering to connect customers to respective Support Group

Minimum Requirements

• 3+ years' experience in Desktop support.
• Understanding of client/server networks, protocols, common Internet services, Active Directory
• Confirmed problem solving abilities

Desired Skills

• Good interpersonal skills, written and verbal communication and customer experience oriented
• Work experience supporting colleagues globally.
• Knowledge of operations/service delivery, AI, development, networking, automation
• Strong analytical orientation, as well as creative problem-solving skills, to be able to evaluate problems and concepts from multiple perspectives; use data to identify key issues/opportunities and arrive at sound and logical solutions that improve colleague experience
• Good understanding of Computers and Trouble shooting skills required.
• Ability to work in a team and provide input to solution
• Communicate efficiently with vendors and escort them around a facility and engage the vendor regarding the purpose of their visit.
• Work with functional support teams to assist customers and drive speedy resolutions.

Required & Technical Skills

• Ability to analyze, diagnose, and resolve issues on PC's and 3rd party applications supported by Corporate Infrastructure and Security
• Ability to follow, update/edit KB articles to learn, identify, and resolve or hand off to higher tiered support issues.
• Ability to provide "smart-hands" support in computer rooms, IDF's, MDF's, Labs and for physical equipment such as servers, switches, routers, and printers.
• PC / Laptop installation, configuration (imaging) and problem resolution
• IMAC Request fulfilment
• Printer/Scanners installation coordination, and vendor interaction
• Phone & Mobile devices installation configuration and break fix.
• Level 2/3 support for PC, Printer, Scanner, Phone (Remotely unresolvable by Service Desk)
• Snow queue management (review queue, self-assignment of tickets, assign tickets, ticket closures)
• Mounting & Un-mounting Hardware's in data center (Switch, Routers, Servers, etc..)
• Maintain IDF/MDF daily health checks and maintaining data center health check list register
• Ability to multiple assignments, has good judgment, and prioritizes projects
• Ability to identify new tasks that need to be performed for support or operations and work with management for execution
• Software installation at PC level and Server level

Compensation and Benefits

The salary range estimated for this position based in California is $72,600.00$102,350.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount