Twist’s Help Desk provides world class IT support to our global base of employees with the tools they need to deliver success. As the IT Helpdesk Support Specialist, you will be responsible for overall customer satisfaction as it relates to their use of Mac, PC's laptops, and other peripherals. You will triage all level one support requests, and resolve technical issues, and escalate issues out to the appropriate escalation team in a timely and professional manner.
You will get the chance to interface and provide excellent support to our employees in our bay area offices in San Francisco and South San Francisco. Travel to both locations are required, Twist reimburses for mileage.
Duties in this role include:
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
Lead or participate in projects
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
Site Support (For In-Office Staff)
Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboards
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
5-9 years of 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
Comfortable wearing Personal Protective Equipment when required to support systems located in labs
Extensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS Office
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 (2000) 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
About Twist Bioscience
At Twist Bioscience, our expertise is accelerating science and innovation by leveraging the power of scale. We have developed a proprietary semiconductor-based synthetic DNA manufacturing process featuring a high throughput silicon platform capable of producing synthetic biology tools, including genes, oligonucleotide pools and variant libraries. Our platform overcomes the current inefficiencies of synthetic DNA production, and enables cost-effective, rapid, high-quality and high throughput synthetic gene production, which in turn, expedites the design, build, test cycle to enable personalized medicines, pharmaceuticals, sustainable chemical production, improved agriculture production, diagnostics, biodetection and data storage. For more information, please visit www.twistbioscience.com. Twist Bioscience is on Twitter. Sign up to follow our Twitter feed @TwistBioscience at https://twitter.com/TwistBioscience.
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.
