At InterVenn, we believe no one should ever be blindsided by disease. Our technology enables and empowers the understanding of Glycoproteomics, a new clinical layer of biology beyond the genome, using a simple blood draw. InterVenn’s powerful solutions will broaden humankinds’ perception and interpretation of diseases like cancer. We look forward to having new members join our team who have diverse perspectives and backgrounds, challenge the status quo, and are solution oriented. If this is you, read-on and apply. Together, maybe we can change the world.
RESPONSIBILITIES
- Working as part of the IT Operation Team this role will have specific responsibility for the effective management and improvement of the Incident Management and Service Request Processes.
- Working with users, and suppliers, on a variety of support environments, different infrastructure projects, operational and geographical areas
- Managing through to resolution, Incident, and Service Request Tickets in accordance with the Incident Management Standard and Process. This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.
- Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards. Ensure that all records and documents are completed in an accurate, concise, and articulate way including but not limited to Incident and Service Request tickets.
- Interprets technical or procedure manuals on behalf of non-technical users and provides routine training in normal usage of services and systems
- Works to ensure that high-security standards are proactively maintained by ensuring that users requests are properly and appropriately validated. Additionally, all agreed Security standards and Processes are adhered to.
- Be proactive in assisting the IT Operation Team in developing and deploying Continuous Improvement Plans for the Team and its processes.
- Assists users in making more effective use of desktop systems, products, and services enabling them to increase their business value
- Actively participate in all regular and Global meetings
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QUALIFICATIONS
- At least 5 years of experience in a corporate setting (BPO / Shared Services).
- Willing to work on a rotational shift schedule or on-call during non-work time.
- Previous experience in providing IT support in a fast-paced, dynamic corporate environment.
- Experiences in:
- Security – Anti Virus, Encryption (Bitlocker), Remote VPN
- Windows 10 and 11
- Apple Macbook Pro 13”, 16” and other Apple devices.
- Slack, Zoom, Microsoft, Google Workspace, Adobe, Antivirus, Teamviewer, Atlassian, Github, Okta and other applications.
- Asset Management
- Mobile Device Management (MDM) - Microsoft Endpoint Manager and Jamf
- Basic Networking (assigning VLAN’s, Wireless LAN, cabling)
- Hardware Assessment – Laptops, Desktops, Printers, Mobile Phones, peripherals
- Vendors - Coordination and Procurement
- Technical support
- Exceptional English verbal and written communication skills
Ensuring a diverse and inclusive workplace where we learn from each other is core to InterVenn’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a fun place to work. Come do the best work of your life here at InterVenn.