We are seeking a skilled and customer-oriented IT Service Desk Technician to join our Science IT team. The Service Desk Technician will play a crucial role in providing technical support to our internal users, resolving their IT-related issues, and ensuring a smooth and efficient computing environment. The ideal candidate will have a strong problem-solving aptitude, excellent communication skills, and a passion for delivering top-notch user assistance.

Duties and Responsibilities:

• Serve as the initial point of contact for all IT-related inquiries, problems, and requests from internal users via various channels, including messaging apps, email, and internal tracking system
• Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, mobile devices, operating systems, and applications
• Provide timely and effective technical support, guiding users through step-by-step solutions in a patient and friendly manner
• Escalate complex issues to appropriate IT members or specialists while ensuring users are informed about the progress and resolution
• Responsible for setting up, troubleshooting, and maintaining user workspaces 
• Provide team assistance in setting up, configuring, and maintaining user systems and accounts, including passwords and access permissions for various systems and applications
• Provide team assistance with installing, upgrading, and maintaining software applications and operating systems across the organization
• Collaborate with colleagues to identify and implement solutions to recurring technical issues, ensuring proactive problem resolution
• Create and update documentation for IT processes, troubleshooting guides, and user manuals to enhance user self-service and IT knowledge base
• Assist in managing and maintaining IT inventory, including tracking equipment and managing hardware replacements
• Provide technical support for audio/video equipment, conference room setups, and virtual meetings
• Participate in projects related to system upgrades, software deployments, and IT infrastructure improvements
• May occasionally need to provide remote support to off-site locations. Some flexibility in working hours may be required to accommodate user needs and urgent technical issues
• Keep up-to-date with emerging technologies, IT trends, and best practices to contribute to the continuous enhancement of IT support services

Key Qualifications:

• High School graduate & 2 years of experience working in an IT service desk role or a similar technical support position
• Familiarity with desktop and laptop hardware (Lenovo a plus)
• Basic knowledge and ability to troubleshoot in Microsoft Windows OS, macOS, Linux and common OS software applications (Microsoft Office, collaboration tools, etc.)
• Solid understanding of networking concepts, protocols, and troubleshooting techniques
• Familiarity with remote desktop software, help desk ticketing systems, and support tools
• Strong communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users
• Ability to diagnose and resolve technical issues
• Excellent customer service and problem-solving skills with a patient and customer-centric approach
• Strong attention to detail and ability to work effectively in a fast-paced environment, managing multiple tasks and priorities
• Adept at working independently and collaborating within a team environment
• Excellent English verbal, listening, and written communication skills
• Ability to lift 25 - 50 lbs

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
• Demonstrated proficiency in and ability to troubleshoot operating systems (Windows, macOS, Linux) and common software applications (Microsoft Office, collaboration tools, etc.)
• Demonstrated proficiency and ability to troubleshoot and diagnose first level network connectivity issues
• Experience in administration in Google Workspace, Azure AD, Red Hat
• Experience in setting up and administering video conferencing systems and apps 
• Experience in managing asset tracking software 
• Familiarity with ITIL practices
• Relevant certifications (e.g., CompTIA A , Microsoft Certified Professional, HDI Support Center Analyst, Apple Certified Macintosh Technician (ACMT)) are a plus

Salary/Pay Range:

Science is required under California law to include a reasonable estimate of the compensation range for this role. We determine your level based on your interview performance and make an offer based on the indicated salary band. The base salary range for this full-time position is $50,000- $90,000 annually equity benefits. Within the range, individual pay is determined by several factors, including job-related skills, experience, and relevant education or training. Please keep in mind that the equity portion of the offer is not included in these numbers.

Benefits:

At Science, our benefits are in place to support the whole you:

• Competitive salary and equity
• Medical, dental, vision and life insurance
• Flexible vacation and company-paid holidays
• Healthy meals and snacks provided
• Paid parental, jury duty, bereavement, family care and medical leave
• Dependent Care Flexible Spending Account, subsidized by Science
• Flexible Spending Account
• 401(k)