IT Help Desk Manager / Senior Technician

With Neurocrine in San Diego CA US

More jobs from Neurocrine

Posted on March 14, 2019

About this job

Job type: Full-time
Role: System Administrator

Technologies

windows, sysadmin, networking

Job description

Who We Are
At Neurocrine Biosciences – voted one of San Diego’s top places to work in 2018 – we pride ourselves on having a strong, distinctive and positive culture based on our shared purpose and values. We know what it takes to be great, and we are as passionate about our people as we are about our purpose – to relieve patient suffering and enhance lives.
What We Do
Neurocrine Biosciences is a biopharmaceutical company focused on developing treatments for neurological and endocrine related disorders.
About The Role
Under the direct supervision of the Director, IT Business Systems, the Help Desk Manager / Senior Technician will provide on-site high-end technical support across the company. The Help Desk Manager must be able to quickly and professionally identify, research, and resolve a wide range of issues relating to technology and networking systems. The Help Desk Manager will serve as an escalation point of contact for end-user technical support needs. The Help Desk Manager must possess high levels of self-initiative, accountability, and flexibility, coupled with a professional and strong work ethic.
Responsible for the management of IT Help Desk services and employees, as well as providing senior technician services on a daily basis. This individual supervises a team of technicians. In addition, they work on assignments that may be complex in nature where considerable judgment and initiative are required to resolve problems and make recommendations in providing IT (information technology) support to all levels of the company.
YOUR CONTRIBUTIONS (include, But Are Not Limited To)

  • This is a full-time position with a minimum regular schedule of 40 hours per week

  • Provide leadership, coaching, mentoring and day-to-day direction for a team of IT professionals and other management responsibilities

  • Able to build and maintain supportive relationships within the organization

  • Highly accurate, organized and detail-oriented

  • Excellent customer service skills

  • Exceptional oral and written communications skills

  • Excellent technical writing and documentation skills

  • Above-average analytical and deductive reasoning skills

  • Ability to learn new technologies quickly and easily

  • Work efficiently and reliably in unsupervised and varying environments

  • Maintain calm and professional composure in stressful situations

  • Demonstrated track record of offering excellent customer service over the phone and in person

  • Possess significant working knowledge of all of Microsoft's operating systems

  • Solid knowledge of networking TCP/IP services (DNS, DHCP, SSH, SMTP, HTTP, FTP, NFS, CIFS, VLANs, SNMP, VPN, and SSL)

  • Strong understanding of network security

  • Responsible for achieving timely escalation and resolution of client support requests

  • Provide technical leadership and communications to IT staff along with other project managers and departments working on related projects

  • Successful ability to manage multiple projects and/or tasks concurrently

  • Must be able to ensure efficiency of the IT Help Desk management and workflow systems and assist where needed to help resolve issues

  • Able to diagnose and resolve basic networking problems using industry standard tools and procedures

  • Provide guidance and training to users and responds to user problems, for both software and hardware applications

  • Work with computer applications such as MS Office 365 (Word, Excel, Powerpoint), database management systems, electronic mail and communications.

  • Install and supports desktop, laptops, Tablet Computers, and various printers, graphics, and storage peripherals

Requirements

  • Requires a 4-Year college degree (Bachelor’s or above) or equivalent experience

  • Requires 5+ years of people management experience

  • Relevant experience managing IT technicians in a support role

  • Prefer one or more current Microsoft certifications

  • Requires 5+ years of highly relevant, extensive, hands-on experience that includes troubleshooting computer hardware and software, in a mix of beginner to advanced users, in a demanding multi-user networked environment
    Must have relevant tier three and IT management experience

  • Complete understanding of MS Windows 10, Windows Server and prior Windows operating systems. Some knowledge of Apple Macintosh

  • Ability to lift up to 50lbs

  • Good oral, written communications, organization, and project management skills

  • Quality customer support experience is required

  • In depth knowledge of Windows XP Pro, Windows 7, 8, and 10 Professional as well as installing, maintaining and supporting the most current versions of Microsoft Office both standalone and the Office 365 Suite of products

  • A working knowledge of MS Hosted Exchange administration and a general understanding of networking technologies and configurations

Neurocrine Biosciences is an EE)/AA/Disability/Vets Employer.

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