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Helpdesk Technician

Company: Buck Institute for Research on Aging
Location: Novato
Posted on: November 19, 2022

Job Description:

DescriptionJOB SUMMARYThe Buck Institute is looking for a talented and motivated Helpdesk Technician to join our Information Technology department. The position will work closely with other members of the department to provide prompt and accurate technical assistance on a wide variety of computer systems to the Buck Institute's scientists and staff. The ideal candidate will have proven technical experience with a sound foundation in Windows, Macintosh, smart phones, a variety of computer hardware, along with a positive, can-do attitude.ORGANIZATIONAL STATUSThis position reports to the Director of IT and works closely with other IT staff to resolve helpdesk tickets and a variety of departmental projects. This position is primarily on-site - local applicants or applicants willing to relocate only.Salary: $50,000 - $70,000 depending on experienceRESPONSIBILITIES Serve as the first point of contact for people seeking technical assistance in-person, over the phone, or via email. Calmly perform troubleshooting by asking pertinent questions and performing systematic diagnostics. Research possible solutions and present the most likely solution to the customer. Perform or walk the customer through the steps to resolve the problem. Clearly escalate unresolved issues to other IT personnel. Provide accurate information on IT products or services. Assist with on-boarding, off-boarding, and relocating employees within the campus. Run Audio/Visuals in the main auditorium and other conference rooms. Support users with Zoom meetings and other web meeting technologies. Record events, problems, and their resolution in the ticketing system. Write documentation for non-technical users and for technical IT staff. Promptly follow-up and update users on the status of tickets and requests for information. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures.QUALIFICATIONSRequired Qualifications and Experience Proven experience as a help desk technician or other customer support role Tech savvy with working knowledge of MS Office suite, Outlook, PowerPoint, Keynote, web browsers, keychains, and standard operating system utilities Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues Ability to interview users about their issues, identify key information, research the problem and possible solutions, and apply the solutions to resolve the user's issueRequired Skills Excellent oral and written communication skills in English Customer-oriented and cool-temperament Able to work in a mixed laboratory/office environment Must be able to lift up to 50 lbs 2-5 times a day Must be able to type and use computer mice throughout the majority of the day Must be able to travel throughout the campus to visit customers in need of assistanceDesired Skills and Experience PowerShell Asterisk based VOIP phone systems Experience imaging computer systems Experience supporting users in Office 365ABOUT USOur success will ultimately change healthcare. At the Buck, we aim to end the threat of age-related diseases for this and future generations by bringing together the most capable and passionate scientists from a broad range of disciplines to identify and impede the ways in which we age. We are an independent, non-profit institution located in Marin County, CA, with the goal of increasing human healthspan, or the healthy years of life. Globally recognized as the pioneer and leader in efforts to target aging-the number one risk factor for diseases including Alzheimer's, Parkinson's, cancer, macular degeneration, heart disease, and diabetes-the Buck seeks to help people live better longer.We are an equal opportunity employer and strive to create an atmosphere where diversity of identity, experience, and background are welcomed, valued, and supported. Candidates who contribute to this diversity are strongly encouraged to apply.TO APPLYPlease click on the "Apply" button to submit a resume and cover letter indicating your interest in this position.

Keywords: Buck Institute for Research on Aging, Novato , Helpdesk Technician, Professions , Novato, California

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