Sr. IT Helpdesk

Techgene Solutions - San Diego, CA

Full-time - Mid Level

San Diego, CA

Professional, Scientific, and Technical Services

About the position

The Sr. IT Helpdesk position is responsible for providing comprehensive desktop, laptop, server, and network support in a research and development (R&D) environment. This role includes responding to user requests, troubleshooting hardware and software issues, and providing on-site technical support. The position also involves participation in a rotating on-call team for after-hours support, ensuring urgent IT service delivery issues are addressed promptly.

Responsibilities

• Install and configure PCs, Linux and Mac devices, printers, and peripherals within established standards.
• Install requested hardware and software upgrades.
• Manage R&D lab assets using RFTrack asset management system.
• Analyze and solve technical issues using effective problem-solving skills.
• Provide troubleshooting and support via phone, email, and remote assistance.
• Offer on-site technical support and end-user training at assigned locations, with travel to remote sites as needed.
• Create and update Microsoft and Linux OS images.
• Provide technical support for conference room IT services.
• Assist in company events, exhibits, and product showcases.
• Perform installation and maintenance on proprietary systems.
• Lead projects and/or technology evaluations and make recommendations to management.

Requirements

• 2-year degree or higher, OR equivalent work experience, OR HS degree with Military experience.
• 4-8 years of related experience.
• Fundamental understanding of relevant software, hardware, and equipment operations.
• Customer service and interpersonal skills.
• Ability to work effectively in an ethnically, linguistically, and culturally diverse environment.
• Strong organizational skills and attention to detail.
• Knowledge of Windows OS and Linux in an enterprise environment.
• Familiarity with PC technology (Microsoft Office, Internet, Windows).
• Asset management skills.
• Good problem-solving skills and attention to detail.