Desktop Support Specialist - VIA Technical : Job Details

Job Title: Level 5 Desktop Support Specialist

Location: San Diego, CA (Fully Onsite)

Experience: 10+ years of relevant experience

Position Summary:

Our client, a Biotech Giant in genomic testing and DNA sequencing space is seeking a highly experienced Desktop Support Specialist to join our End User Services (EUS) team. As a key member of the global EUS function, you will provide exceptional desktop support to users from our San Diego office, reporting directly to the regional Manager.

Key Responsibilities:

• Manage Service Management queues in line with priority and commitment levels.
• Collaborate with the global End User Services team to ensure efficient support for 1Help and end users.
• Provide excellent customer support through various communication channels, representing the company professionally.
• Manage workload effectively and work collaboratively with the End User Services team to achieve top results.
• Adhere to Global Information Services (GIS) policies and procedures, ensuring the business is supported through best practices and high-level customer service.
• Engage in cross-functional collaboration within the GIS organization to support business needs and adapt to changes.
• Assist with communication and issue resolution with other teams in GIS to ensure timely actions.
• Share knowledge and mentor junior team members to build a strong support function.
• Occasional after-hours support may be required.

Qualifications:

• 10+ years of experience in desktop support or a similar role.
• Familiarity with ITIL environments.
• Proficiency in Windows, Mac, iOS, and Android operating systems.
• Strong customer service skills with the ability to communicate clearly and adaptively.
• Ability to multi-task, set priorities, and meet service level agreements (SLAs).
• Experience supporting company executives directly is a plus.
• Experience in creating support documentation, guides, and manuals.
• Self-motivated with initiative, willing to learn new skills and embrace change in a fast-paced environment.

Education & Experience:

• Bachelor's degree from an accredited college or university or equivalent work experience.
• Prior experience working within an IT organization is preferred.