IT Support Specialist

IT Support Specialist (Onsite in South San Francisco, CA)

Job Description

We are seeking a highly experienced and self-motivated IT Support Analyst with a minimum of 5 years of recent hands-on experience in fast-paced IT Helpdesk and Desktop and Lab Support environments. In this critical role, you will provide comprehensive technical support to our global workforce across multiple locations, ensuring seamless IT operations for both in-office and remote users. You will be instrumental in maintaining a high standard of service, troubleshooting complex issues, and managing essential IT assets.

What you will be doing

Service Desk

• Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices
• Ensure that all issues and requests are documented accurately in the IT ticketing system
• Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
• Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requests
• Monitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer support
• Research technical solutions in department-specific applications
• Follow up with end users, provide feedback, and see issues and requests through to resolution
• Support multiple Twist locations and must be versed in providing remote support
• Participate in a rotation to provide after-hours/weekend on-call coverage
• Adhere to service-level agreements
• Assist with Major Incidents as required, including sending employee communications
• Manage complex projects with multiple components and teams
• Assist with the procurement and lifecycle management of physical assets and software licenses
• Document procedures and develop end-user instructions
• Responsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.
• Some travel may be required (2 to 3 weeks per year) 

Site Support (For In-Office Staff)

• Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboards)
• Performing regular site checks 
• Support for laboratory, Shipping and other on-premise hardware
• Support for network hardware and local printers
• Must be able to lift and carry 25 lbs

Software and Application Support

• Google Suite
• MS Office
• Other workstation applications
• Collaboration Tools

Identity and Access Management

• Provision, modify and revoke account access and licenses as required
• Seek and document approvals as necessary
• Assist with gathering evidence for auditors in support of compliance efforts
• Conduct internal checks to ensure compliance with standards and processes

On/Off-Boarding

• Process new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation. 
• Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levels

Qualifications

• 5 years of recent hands on IT Helpdesk & Desktop experience required
• Be able to communicate effectively in both verbal and written communications
• Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
• High energy and ability to work independently in a very fast growth environment
• Deep understanding of business processes
• Extensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS Office
• Comfortable wearing Personal Protective Equipment when required to support systems located in labs
• Ability to effectively and efficiently troubleshoot hardware and software issues
• Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
• Excellent customer service skills
• Experience supporting mobile devices in a corporate setting
• Previous experience with a mid-sized (4000) person international company
• Self-sufficient, self-managed, self-motivated, must be effective working independently
• Ability to work within a team of technicians and support analysts
• Familiarity with IT Service Management and ITIL concepts and processes
• Must have good people skills, working directly with end users both in person and on the phone and zoom
• HDI Support Center Analyst or Desktop Support Technician certifications a plus
• ITIL Foundation Certification a plus

About Twist Bioscience

Twist Bioscience synthesizes genes from scratch, known as “writing” DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.

At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.

Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.