Company Description Eurofins Transplant Genomics, Inc. (TGI) is committed to improving organ transplant outcomes with noninvasive serial monitoring guided by genomics. TGI's extensive development pipeline includes diagnostic and predictive tests for kidney and liver graft dysfunction, the use of multiple sample types and technology platforms, companion diagnostics for immunosuppressant and immune status tests.
Job Description TGI is searching for a Desktop/Help Desk Technician in Fremont, California. The Desktop/Help Desk Technician role is primarily responsible to provide a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all end user equipment to ensure optimal performance. The person will also provide frontline help desk coverage (in person, by telephone, or via email) requiring problem analysis, technical assistance and training of associates for various information systems. Position will require 10 to 15 percent travel in support of multiple locations throughout the U.S.
Answer help desk phone calls and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issues
Provide desktop support for those items that cannot be resolved remotely while ensuring phone coverage
Assist employees with general administrative needs relating to passwords, application access, local backups/restores, forms and policies
Manage user accounts and permissions
Maintain IT inventory list and licensing agreement information to ensure we remain in compliance
Contact appropriate maintenance, technical support or programming personnel for hardware or software failures and escalate issues when needed
Serve as primary contact for administration activities and responsibilities for desktop computers, printers, phones, smartphones, software deployment, antivirus management, security and patches as well as additional technologies inclusive of both hardware and software
Maintain complete, timely and accurate record of network administration
Organizes workload to ensure deadlines are met; schedules work assignments in order of priority and date received
Provides instruction and training to end users in operating systems, software applications, the telephone system, building security and manages card access
Set up computer, equipment, phone, email, voicemail, and security for new users, also make any changes or deletions for associate moves or terminations
Install, upgrade and maintain updates to software applications
Maintain change control log for all computers
Write and maintain knowledge-base articles and user documentation
Works under minimal supervision on complex projects and assist less experienced peers
Keeps self-educated on Microsoft Product Roadmaps and develops migration plans and upgrade strategies including capital and expense estimates and project plans
Develops and manages project plans for OS and Hardware upgrades, PC Refresh, Printers, and other projects as needed to keep our environment current, available, and secure.
Ensures desktops are secure, available and responsive for our users by identifying recurring issues and determining solutions
Develops best practices, writes SOP's and trains other staff
Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs
Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase
BA/BS Degree is preferred
6 to 10 years experience in an environment servicing multiple desktops and users
Proactive learning on hardware, operating system and desktop software advances that can be applied to our environment
Ability to develop migration plans and upgrade strategies
Ability to develop and manage to a project plan
Experience coordinating with 3rd party software/hardware vendors
Authorization to work in the United States indefinitely without restriction or sponsorship
Additional Information Position is full-time, Monday-Friday, 8 a.m.-5 p.m., with overtime as needed. Candidates currently living within a commutable distance of Fremont, California are encouraged to apply. As a Eurofins Lancaster Labs employee, you will become part of a company that has received national recognition as a great place to work. We offer excellent full-time benefits including comprehensive medical coverage, life and disability insurance, 401(k) with company match, paid holidays and time-off, and dental and vision options. To learn more about Eurofins Lancaster Laboratories, please explore our website www.lancasterlabs.com Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer. All your information will be kept confidential according to EEO guidelines.