Technology Support Specialist

About the Role:

The Technology Support Specialist's role is to support computer operation for scientific research, administrative and operational groups using a variety of hardware and operating systems (Macintosh and Windows). This includes receiving, prioritizing, documenting, and actively resolving a wide range of help requests. Problem resolution will involve the use of diagnostic and help ticketing tracking tools, as well as require that the individual give in-person, hands-on, customer service-oriented help at the desktop level.

What We Provide:

• A competitive compensation package, inclusive of comprehensive health and welfare benefits

• A flexible, hybrid schedule

• Generous training budget and school reimbursement benefits

What You'll Do:

• Respond to incoming help requests from users via phone, e-mail, and ticket tracking system in a prompt and friendly manner.

• Build rapport and proactively elicit problem details from users.

• Prioritize and schedule help requests. Escalate requests (when required) to the appropriate technician or team.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Identify issues that span across multiple teams and collaborate to seek issue resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software and configuring systems and applications.

• Perform post-resolution follow-ups to help requests.

What You Bring:

• Bachelor's degree or two years related work experience including experience with personal computer hardware and software configurations, installation, maintenance, and support in an enterprise environment.

• Knowledge of basic computer hardware, including Apple, Dell and Lenovo.

• Experience with desktop operating systems, including Mac OS and Windows.

• Extensive application support experience with Office 365, Okta, Pulse Secure, Jira Service Desk and Zoom.

• Knowledge and basic experience with networking including troubleshooting and protocols.

• Knowledge and basic experience with TCP/IP, DNS, DHCP, and VPN configurations within an enterprise environment.

• Knowledge and basic experience with Active Directory Users, Computers and Groups.

Physical Requirements:

Remaining in a normal seated or standing position for extended periods of time; reaching and grasping by extending hand(s) or arm(s); dexterity to manipulate objects with fingers, for example using a keyboard; communication skills using the spoken word; ability to see and hear within normal parameters; ability to move about workspace. The position requires mobility, including the ability to move materials weighing up to several pounds (such as a laptop computer or tablet).

Persons with disabilities may be able to perform the essential duties of this position with reasonable accommodation. Requests for reasonable accommodation will be evaluated on an individual basis.

Compensation and Benefits

Our employees are compensated from a total rewards perspective in many ways for their contributions to our mission, including competitive pay, exceptional health benefits, retirement plans, time off, and a range of recognition and wellness programs. Visit our site to learn more.

Compensation Range

Pay Type:

HHMI's salary structure is developed based on relevant job market data. HHMI considers a candidate's education, previous experiences, knowledge, skills and abilities, as well as internal equity when making job offers. Typically, a new hire for this position in this location is compensated between the minimum and the midpoint of the salary range.