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Help Desk Support Analyst (Temporary)

GenomeDx Biosciences is a dynamic entrepreneurial molecular diagnostics company focused on cancer genomics. Whether in the cloud with big data, or on the phone with patients, our innovators are working hard to deliver usable genomic information into the hands of physicians and patients: information for life.

Our team is constantly learning from each other, from patients and from urologic oncology professionals in world-renowned cancer institutions. Our team works in multi-disciplinary, collaborative project teams that enable us to respond effectively to an evolving, growing, data-driven environment.

We are currently seeking a Temporary Help Desk Support Analyst to join the team in San Diego.   This is a 4-month contract with the possibility of extension.

Essential Duties and Responsibilities

  • Monitoring and triaging the Service Desk tickets.
  • Providing first and second level technical support for incidents and service requests related to laptops, desktops, peripherals (e.g. printers, monitors, IP phones, etc.), accessories (e.g. mice, keyboards, headsets, etc.), cell phones and multi-function devices.
  • Escalating issues to appropriate staff
  • Configuring and deploying PCs for new hires and decommissioning of PCs for exiting staff (including archiving data).
  • Helping to ensure consistency and accuracy across all systems.
  • Supporting standard client applications such as Microsoft Office (Word, Excel, PowerPoint, Outlook), Box.net, SalesForce, Sophos, etc.
  • Administering basic Active Directory
  • Working with the IT team to maintain inventory and repair equipment as necessary. Tracking all computer assets and maintaining security of this information.
  • Ensuring all pertinent data surrounding the life cycle of incidents is properly identified and recorded for future reference. Creating, updating, and implementing standard operating procedures and ensuring all processes are kept current.
  • Escalating issues to other departments when appropriate for Incidents, Problems and Changes. 

Education and Experience

  • 3 years of similar role experience and/or relative education
  • Strong knowledge of: Windows, MAC, Microsoft Office and Cloud Applications
  • Basic network connectivity and troubleshooting including DHCP and TCP/IP
  • High attention to problem description, detail, and impact
  • Good understanding of IT operations processes
  • Experience with HIPAA regulations is a nice to have
  • Familiarity with ITIL concepts is a nice to have
  • Enthusiasm and an entrepreneurial spirit
  • Self-motivation and goal-orientation
  • Ability to work in a fast-paced and rapidly changing environment
  • Strong analytical and problem-solving skills
  • Strong written and oral communication skills
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