Dynavax Technologies

Help Desk Technician III

US-CA-Berkeley
2 weeks ago
ID
17-047N
Category
Accounting/Finance

Overview

This position is part of the Help Desk Operations team to support documenting, troubleshooting, resolving, and prioritizing incoming help-desk requests; and will provide end users with technical support of company computers, applications, printers, telephones, and other related technologies. The incumbent in this position will be able to research and resolve difficult and complex problems in the group.

Help-Desk hours are Monday through Friday from 8:30 am to 5:30 pm. After-hours and weekend support are on a rotating shift within the team.

Responsibilities

  • Responsible for resolving complex hardware/software/network problems reported to the Help Desk by phone, e-mail, or in person.
  • Identify support request trends and develop preventative solutions.
  • Follow standard help-desk operating procedures to accurately log all requests using our in-house tracking system. Monitor and document status of request until its resolution.
  • Build rapport with and elicit problem details from help-desk customers.
  • Work closely with other members of the IT Department to resolve a wide range of simple to complex technical problems, including VPN, Wi-Fi, Blackberry.
  • Provides support for Microsoft productivity applications and operating systems, as well as other lines of business software as assigned.
  • Create and manage Active Directory user accounts and Exchange Mailboxes, including setup, group provisioning, password resets, archiving, and deletion.
  • Responsible for imaging, configuration, and deployment of new workstations, including computers, printers, telephones, and mobile devices.
  • Assist with aspects of hardware lifecycle: purchasing, deployment, maintenance, and retirement.
  • Assist with software licensing management.
  • Coordinate with vendors, including printer/photocopier support technicians, off-site data-storage delivery people, wireless account managers, etc.
  • Assist with conference-room setup and management, including video\teleconferencing equipment, projectors, and miscellaneous AV equipment.
  • Support the organization in maintaining a work environment focused on quality and that fosters learning, respect, open communication, collaboration, integration, and team work.
  • Other duties as assigned.

Qualifications

    • A minimum of 5 years’ experience in a help-desk environment, preferably in the biopharmaceutical/pharmaceutical industries for the Help Desk Technician III. The Senior Help Desk Technician will have a degree in computer science or related field, with at least 3 years’ experience.
    • Excellent communication and interpersonal skills, and a customer-friendly attitude. Must be comfortable supporting employees at all levels of the organization.
    • Must possess the aptitude to identify and resolve problems in an efficient and timely manner, as well as triage and escalate issues to management appropriately.
    • Strong organizational and leadership skills; ability to work independently and efficiently with minimal supervision.
    • Pro-active team player who gets along easily with others and enjoys collaborating.
    • Expertise in PC hardware troubleshooting.
    • Expertise in Windows Operating Systems (XP/7/8) and MS Office 2010 (MAC OS a plus).
    • Experience using a disk imaging system for the rapid and uniform deployment of new systems.
    • Familiarity with basic networking principles, including TCP/IP, DNS, DHCP, WIFI.

    Additional knowledge and skills desired, but not required:

    • Experience working in a regulated environment a strong plus.
    • Microsoft/Cisco certifications a plus.

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