Information Technology Support Engineer

Category:
Administration
Lab/Area:
Information Technology
Description:
Become an integral member of a collaborative team dedicated to supporting scientific research. The Gladstone Institutes, a nonprofit biomedical research organization located in San Francisco, CA, is seeking a responsible, resourceful, and team-oriented individual to join its Information Technology Department as an IT Support Engineer. (This position is full-time, with the majority of time spent on site.)
The IT Support Engineer provides general computer/desktop support to Gladstone's internal client base. This entails general troubleshooting and resolution of IT issues related to all institutionally owned computers and peripheral devices as well as A/V system and limited event support. Responsibilities also include active participation in collaborative and independent IT projects, periodic assignment to the Emergency Cell rotation schedule, and compliance with department policies.
Responsibilities

• Develop, test and deploy images and application packages
• Troubleshoot, often working directly with users (including remote users), issues related to Gladstone laptop and desktop computers and peripherals.
• Coordinate and perform hardware life-cycle management functions (procurement, deployment, transfer, retirement)
• Manage, support and maintain Windows, Mac, Linux workstations and laptops
• Manage system management and software deployment systems including the design, build and maintenance of applicable reports and software deployment packages
• Perform testing and qualify new standard hardware
• Maintain asset management for hardware and software
• Provide technical recommendations and guidance to clients
• Help create and maintain internal documentation and user training knowledge base articles
• Provide occasional on-site A/V support for hybrid meetings and presentations

Required Skills

• Cross-platform OS knowledge (mac OSX, Windows, and Linux)
• Working knowledge of MS Office, Google Apps, Adobe CC, Slack
• Experience with Confluence, Slack, Freshdesk preferred
• Impeccable professional customer service at all times, when working with both technical and non-technical end users
• Excellent verbal and interpersonal communication skills, including excellent grammar, proofreading, and editing skills
• Detail-oriented self-starter who is resourceful and can, or quickly become able to, work with minimal supervision
• Excellent organization and independent problem-solving and analytical skills
• Consistently uses good judgment, and values success of the team and organization
• Ability to work in a very fast-paced, dynamic environment, and to work calmly under pressure
• High level of professionalism and accountability

Required Experience

• At least 4 years of customer support, technical support, system administration, or related customer-facing role in a business or academic environment
• Solid background in Mac and PC software and hardware troubleshooting
• Experience with endpoint management software platforms (Jamf Pro and/or Desktop Central a plus)
• Experience configuring and using desktop provisioning technologies (Microsoft Deployment Tool a plus)
• Experience working with Microsoft Active Directory (Admin experience with Google Workspace or Okta a plus)
• Experience utilizing remote access tools to troubleshoot
• Experience using an ITIL-based ticketing system
• Experience supporting Linux and familiarity with Bash shell a plus
• Experience troubleshooting Zoom meetings and Webinars
• Experience with video conferencing systems (experience with Neat Bar a plus)

Hiring Range:
$31.25/hr($65K) - $38.46/hr($80K)
Gladstone Perks & Benefits

• People-work with talented, committed, and supportive teammates within an organization that values each member of its community.
• A meaningful place to grow and learn-whether it's your professional skills or scientific knowledge, we have the resources and environment to advance either so you can better support Gladstone's mission to drive a new era of discovery in disease-oriented science and to mentor tomorrow's leaders in an inspiring and diverse environment.
• Healthy work/life balance-you are highly engaged and productive at work because you can have time to recharge and enjoy a vibrant life outside of work.
• Compensation-competitive salary. Title and salary will be commensurate with education and experience.
• Excellent benefits-generous medical, dental, vision, retirement plan, paid vacation, commuter benefits, access to free shuttle transportation.

Gladstone is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, religion, national origin, ancestry, age, marital status, medical condition, physical or mental disability, veteran status, sexual orientation, or any other non-job related characteristic. We make all employment decisions so as to further this principle of equal employment.