Sr. Support Technician

Summary:

This role is responsible for providing accurate and timely resolution for our internal customer service requests, which include a wide range of tasks.

Essential Duties & Responsibilities:
The following statements are intended to describe the general nature and level of work being performed by an individual assigned to this job. Other duties may be assigned.

1. Resolve service desk tickets at all levels in a timely and efficient manner.
2. Update work logs and progress and status of tickets, seeing them through to resolution.
3. Install Windows desktop operating systems, software, peripheral hardware devices & other desktop applications.
4. Provide support for phone system issues.
5. Provide support for conference rooms.
6. Work with vendor support contacts to resolve technical problems.
7. Manage the on-boarding and off-boarding process for all personnel.
8. Track and administer licenses for enterprise-wide applications.
9. Prioritize and troubleshoot complex problems and provide complete solutions to ensure a high level of customer satisfaction.
10. Promote knowledge transfer to influence positive change and strengthen team performance.
11. Create documentation including Knowledge Base articles and Technical Alerts.
12. Serve on a rotating on-call schedule which will require work after normal business hours and on weekends.

Supervisory Responsibilities:
This person has no direct supervisor responsibilities.

Interaction:
The incumbent works closely with IT management and staff, employees, and external vendors and consultants

Education and Experience

• Minimum of 8 years of related experience required
• High School Diploma or equivalent required

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and Abilities:
1. Detailed knowledge (installing supporting and troubleshooting) of Microsoft O365
2. Basic understanding of IP Networks/ DNS
3. Able to work with executive leadership, providing high quality of service
4. Familiarity with working across multiple time zones and coordinating between east and west coast offices and teams
5. User account administration in Active Directory and Microsoft Exchange
6. Understanding of Microsoft Server operating systems
7. Strong desktop software skills
8. Basic scripting and automation skills
9. Able to follow GxP guidelines to enter “clean” environments when necessary
10. Excellent written, oral, and interpersonal English communication skills, along with excellent presentation skills
11. Familiarity with conference room systems such as Polycom

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, move between spaces, reach with hands and arms and stoop. Close vision and the need to focus on computer screen, use of hands, fingers, and wrist to type on keyboard and manipulate mouse. Will need to lift and move items weighing up to 20 pounds.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The work setting is consistent of a typical office environment with offices and cubicles.

• Medical, Prescription, Dental, Vision Coverage
• Flexible Spending Account & Health Savings Account with Company match
• Employee Assistance Program
• Mental Health Resources
• Disability Coverage
• Life insurance
• Critical Illness and Accident Insurance
• Legal and Identity Theft Protection
• Pet Insurance
• Fertility and Maternity Assistance
• 401(k) with company match
• Flexible Time Off (FTO) and 11 paid holidays
• Paid Parental Leave

The base pay range for this role in San Francisco, California is $36.00 per hour to $49.00 per hour. This role is classified as non-exempt and eligible for over-time. The range is what we reasonably expect to pay for this role. The range considers a wide range of factors that are considered in making compensation decisions, including but not limited to: geographic markets, business or organizational needs, skill sets, experience, training, licensure, and certifications. 

EEO Statement: Pacira is proud to be an Equal Opportunity Employer and does not discriminate against applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), veteran status, disability or genetic information, or any other characteristic protected under applicable federal, state, or local law. At Pacira we are committed to intentionally cultivating a culture of inclusion where all feel welcomed and valued for their background, perspectives, and experiences. We hold one another accountable to promote trust and transparency in support of our communities and collective purpose.
Agency Disclaimer: Pacira Biosciences, Inc. (Hereafter, Pacira) does not accept unsolicited resumes from recruiters or employment agencies in response to the Pacira Careers page or a Pacira social media post. Pacira will not consider or agree to payment of any referral compensation or recruiter fee relating to unsolicited resumes. Pacira explicitly reserves the right to hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Pacira.

Salary : $36 - $49