IT Support Specialist

San Diego, California, United States IT Full-time
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Element Biosciences is a multi-disciplinary startup focused on innovating genetic analysis tools for the research and clinical markets. The Company's technology will broaden the end user experience through improved data quality and simplified workflows to benefit discoveries and diagnosis in healthcare.
 
We are seeking an IT Help Desk Specialist to join the growing IT team at Element Biosciences to help manage the help desk tickets and respond to provide customer assistance. 

Essential Functions and Responsibilities

  • Manage Help Desk tickets in a timely manner
  • Respond to customer issues via phone, email and computer chat
  • Provide customer assistance
  • Document customer interactions
  • Run diagnostics to resolve customer reported issues
  • Escalate issues to the next Tier with next level of difficulty
  • Maintain detailed notes on all help desk tickets
  • Install, make changes and repair computer hardware and software
  • Follow-up with customers to ensure issues are resolved
  • Provide VIP support
  • Other duties as assigned

Required Skills/Abilities

  • Proficiency with a MAC and IOS computers and phones
  • Excellent oral and written communication skills
  • Detail oriented and highly organized
  • Ability to diagnose basic computer technical issues
  • Excellent customer service skills

Education and Experience

  • High School diploma or equivalent
  • Minimum 5 years of industry experience. An equivalent combination of experience and education may be considered
  • Extensive experience working in windows desktop environment
  • Experience in the life sciences field and/or laboratory environment is preferred
  • Experience working with software support teams
We are passionate about our mission to develop high performing products to study genomics in an unprecedented flexibility and to understand biology for the improvement of healthcare. We have built a highly efficient product-driven organization where employees can learn, grow and thrive in a challenging but encouraging environment.  We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.   We offer excellent benefits, which include a 401K plan, competitive health benefits, flexible vacation, and equity incentives. 
 
We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.