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.

The base cash compensation for this California-based role is below. In addition to base salary, this role is eligible for bonus, equity, and a generous benefits package. Final compensation amounts are determined by multiple factors, including candidate skill, experience, expertise, and location and may vary from the amount listed above. Compensation may be different in other locations.
San Francisco Bay Area Pay Range
$23—$31 USD

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