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, resolve technical issues, and escalate issues 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 is required; Twist reimburses for mileage.
Duties in this role include:
- Service Desk
- Troubleshoot Mac and Windows hardware, operating systems, 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 provide 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
- Manage and administer 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
- Effective verbal and written communication skills
- Confidence in technical abilities and ability to communicate effectively with a non-technical end-user community
- High energy and ability to work independently in a 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 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, effective working independently
- Ability to work within a team of technicians and support analysts
- Familiarity with IT Service Management and ITIL concepts and processes
- 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, enabling cost-effective, rapid, high-quality, and high throughput synthetic gene production, which 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 . Twist Bioscience is on Twitter. Sign up to follow our Twitter feed @TwistBioscience at .
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.
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