DURHAM, NC, USA Metabolon is the world leader in big data biochemistry. Our unique metabolomics platform is driving advances in precision medicine, biomarker discovery, diagnostic testing, and genome-based health initiatives. We are looking for an experienced entry to mid-level Desktop Support Analyst to help support our growing staff. We need someone who is customer focused, has a broad range of skills/abilities. The candidate will be a member of the infrastructure team, with responsibilities for supporting users, desktop/laptops and laboratory equipment in a regulated environment.
Act as the main POC for all tickets/requests
Answer staff questions in person, email and via phone on all company supported applications
Conduct troubleshooting, run diagnostic programs and provide resolution of computer problems
Monitor and take ownership of appropriate customer trouble tickets, analyze and take corrective action
Advise staff on appropriate action and walk customer through problem-solving process
Serve as liaison between staff and the technology department to resolve issues
Document resolutions for future reference
Install, modify, and repair computer hardware, peripherals and software.
Create end-user documentation and provides computer orientation to new staff
Provide on-the-job training to new staff members
Demonstrated ability to perform all of the responsibilities above
Documentation skills for processes and procedures
Experience supporting end users
Experience working with ticketing systems and applicable desktop support tools
Strong verbal and written communication, interpersonal, teamwork, and customer service skills. Ability to author training guides and process documentation.
Ability to lift up to 40 pounds
Preferred Experience and Education/Certification:
1-3+ years Help Desk/Desktop Support experience
Advanced knowledge of MS Windows 7/10 and MS Office 2013/2016; Office 365.
Advanced knowledge of End-User hardware ( preferably Dell ) and peripherals.
Experience working with smart phones ( preferably Apple ).
Experience working in and/or supporting a laboratory environment ( preferable )
Principals only, no agencies. We are not able to sponsor H1B candidates
Metabolon offers a comprehensive benefits program including health, dental, disability and life insurance coverage, a 401(k) savings plan, and paid time off.
To apply for this position, please click on the link below or send cover letter and resume via mail to Metabolon, Inc., Attention: Talent Acquisition, P.O. Box 110407, Research Triangle Park, NC 27709. Cover letters should reference the job title above. No phone calls please.