Desktop Support Specialist
Redwood City, CA
General & Administrative – IT /
Full Time /
On-site
Adverum is looking for an experienced Desktop Support Specialist to join our team in our Redwood City office. This is a hybrid position, so will require time in the office along with the opportunity to work from home some days. This position reports to the Director, IT End User Services and will be working with Adverum personnel across all departments and some IT vendors. This role is responsible for providing outstanding IT support experiences for our users by acting as a point of contact, trouble shooting, and resolving requests and issues. Responsibility areas include computers, mobile devices, software, meeting support, and copy/print.
What you'll do:
- With little guidance, as part of a team, provide on-site and remote IT support with excellent customer service for end users. Escalate to other team members when necessary.
- Provide technical guidance in easy to understand, non-technical terms to users of all skill levels.
- Build and troubleshoot computer systems, install software, hardware, and peripheral components.
- Follow defined processes to install, configure, and administer IT systems - primarily Windows/Office, MacOS, iOS, Zoom, and Sharp (admin systems a plus – MS365 Admin, Jamf, Okta, Zscaler, Zoom administration).
- Document user requests from initiation through resolution in the IT Service Management System (ITSM).
- Write and maintain technical, procedural, and end user documentation.
- As part of our team, recommend improvements to optimize IT services.
- Support GxP compliant and specialty lab systems, a plus.
About you:
- Five plus years of experience in Desktop Support or a similar role.
- A team player with a passion for customer service, including the ability to listen, interpret, and explain computer and other technical concepts in non-technical terms.
- Experience with Microsoft Windows, MacOS, Office 365, and Active Directory (OneDrive, Teams, SharePoint, Zoom). Experience with admin tools like MS365, Zoom admin, Jamf, Okta, a plus.
- Strong communications skills including the ability to write documentation.
- Steady under pressure with the ability to handle delicate and urgent situations with users of all levels.
- A motivated learner with a strong desire to understand, improve (self and environment), and see things through.
- Adept at trouble shooting computer hardware and software issues.
- Experience supporting remote users.
- Experience working with users of all levels and technical abilities, including VIP support.
- Experience supporting conferencing tools, such as, Zoom and Teams.
- Experience supporting mobile devices, primarily iOS (InTune experience a plus).
- Experience in the pharma/biotech area and supporting lab systems (GxP), a plus.
- Certifications in A+, Microsoft, ITSM, HDI a plus.
$110,000 - $120,000 a year
The salary range for this position is $110,000 USD to $120,000 USD annually, with the opportunity to earn an annual bonus. This salary range is an estimate, and the actual salary may vary based on a candidate’s qualifications, including education, length of experience, location, and market data. Employees in this position are eligible to participate in the applicable Company equity incentive award plan. The amount of incentive varies and is subject to the terms and conditions of the plan. Employees in this position are eligible to participate in the Company’s standard employee benefit programs, which currently include the following: medical, dental, vision, 401k, STD/LTD, life and accident insurance, and either paid time off or flexible paid time off.
