Senior Desktop Support Technician

You + Helix

Helix is a place where innovators and doers gather in order to drive significant progress in population genomics. We have come together to work at the intersection of clinical care, research, and genomics.  

If you’re excited by the idea of making a meaningful impact and joining a team where we pride ourselves on driving innovation through fostering an environment with an emphasis on empowering one another to grow, Helix might be the place for you!

Helix + The World

Our end-to-end population genomics platform enables health systems, life sciences companies, and payers to advance genomic research and accelerate the integration of genomic data into routine clinical care. We support all aspects of population genomics from recruitment to translational research and help our partners use genomics to improve health outcomes, increase patient engagement, and lower costs.   Leading health systems, including Renown Health, AdventHealth, and Mayo Clinic, use our population genomics platform to power some of the world’s largest and fastest-growing population genomics initiatives.

For the COVID-19 public health crisis, Helix has built one of the nation’s largest COVID diagnostic labs and has been on the leading edge of national viral surveillance efforts tracking B.1.1.7 and other viral strains.  

What’s important to us:

• Curiosity — we are all passionate about the possibilities enabled by having access to your own genome
• Responsibility — we have an obligation to people and our partners to operate with highly credible research guided by well respected advisors, with clear and effective communication about our products
• Agility — flexibility and a desire to be nimble, smart, and effective are important to the Helix culture
• Follow-through — we’re building a diverse team with amazing track records of achievement in multidisciplinary environments

As a Senior Desktop Support Technician, you will:

• Be the primary point of escalation from the L1 Service Desk to handle questions, problems, or errors about hardware or software by phone, chat, email, or ticketing system
• Identify, research and resolve technical problems
• Maintain passwords, data integrity, and file system security
• Participate in deployment of information technology and infrastructure projects: including assisting coworkers/vendor partners with lab workstation migrations,  upgrades, laptop refreshes, software deployment and updates
• Manage all IT aspects for new hires including the onboarding workflow and meetings as well as peripheral setup
• Perform system backups and recovery
• Perform various project related tasks as needed, including cable management, asset inventory, & supply management
• Manage Audio Video Conference system, including Google Meet Hardware for each conference room
• Manage printer systems and supplies
• Manage Corporate mobile phone plans
• Manage Corporate virtual phone system
• Provide tier 1 network support for office and lab users
• Help maintain internal wiki / how to guides / documentation
• Configure network parameters on user systems

Required:

• A minimum of 3+ years of experience directly supporting Windows, macOS & Apple products
• Outstanding customer service skills with a can-do attitude
• Strong troubleshooting and problem-solving skills
• Strong written and verbal communication skills
• Strong organization and time-management skills
• Ability to work independently and to effectively multitask
• Flexibility to take on other duties and roles as needed
• Knowledge of Apple/PC hardware, software configuration, including operating systems: macOS and Windows
• Working knowledge of VMware virtualization platform
• Working knowledge of wireless network configurations, experience supporting networked printers, and mobile/wireless email devices
• Strong knowledge in TCP/IP, DNS, DHCP, LAN, WAN
• The ability to learn new skills and keep current with rapidly changing information technology and ability to transfer knowledge to team members and users
• Expected to help create and follow processes, set and maintain standards, and meet expected SLAs

Pluses:

• Knowledge of JumpCloud
• Experience using Zendesk Support and Zendesk Guide
• Experience using Confluence and Jira
• Worked at an Apple retail store as an Apple Genius
• Experience writing bash scripts
• Experience with enterprise backup/restore procedures
• Experience with system virtualization

Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.