Technical Support Specialist Ii

About Discovery Life Sciences:

Discovery Life Sciences (DLS) is a leading provider of highly characterized human biospecimens and cellular starting materials to advance cell and gene therapy and precision medicine programs for cancer, infectious disease, and other complex conditions. We routinely manage hundreds of studies and expertly test thousands of biospecimens simultaneously. Leading biopharma, diagnostic and academic institutions trust us to quickly deliver high-quality biospecimens and reliable, reproducible biomarker data, so they can outpace their competition and push the leading edge of innovation using our Science at your Service TM business model.

Position Summary:

The Technical Support Specialist (Level II) (“TSSII”) contributes to our mission by providing support and resolution to technical issues for customers and internal and external users. The TSSII will be a very hands-on member of the IT support team responsible for desktop and laptop configuration, mobile device and application support including Windows operating systems, business-specific core applications, back-office software, and other applications.

A Day in the Life of a Software Engineer at Discovery Life Sciences:

• Log into the ticketing que and pull tickets from customers (approx. 10-15 per day)
• Work with customers to resolve a variety of hardware and software issues
• Collaborate with TSS level III colleagues to learn how to resolve more complex ticket requests
• Push software updates to computers
  

Position Qualifications (Education, Skills, Experience):

• Associate’s degree or higher in Information Technology or related filed
• At least three years of technical help desk experience in a corporate environment
• Prior experience with installation and maintenance of desktops in an active directory/domain
• Prior experience with Azure user management
• Basic understanding of networking
• Valid driver’s license and reliable transportation

Key Responsibilities:

• Serve as Support for highly customized business applications and systems specific to Discovery Life Sciences.
• Serve as an escalation point for Jr. Technical Support Specialists on the team
• Support users across multiple time zones and countries; collaborate with end users to identify and clarify business processes and determine appropriate resolution fulfilment.
• Work from a case queue and manage expectations clearly with multiple departments.
• Define and document workflows and procedures within the company to align business application configuration with business workflow requirements.
• Manage application(s) licensing and Installations as well as user rights management & resource allocation.
• Collaborate with all IT groups to help identify recurring issues and process improvements.

Compensation and Benefits:

Discovery Life Sciences is committed to fair and equitable compensation practices, and we strive to provide employees with total compensation packages that are market competitive. For this role, the anticipated base pay range is $55,000-$80,000. The exact base pay offered for this role will depend on various factors, including but not limited to the candidate's location, qualifications, skills, and experience.

Your annual salary is only one part of your total compensation package. Other benefits:

• Competitive salary and benefits package options including free medical, dental, vision, life, and disability which start on your first day of employment. Free medical, dental and vision options for you and your Family members!
• 401(k) match program which starts on your first day of employment
• Flexible work hours
• Time away from work (Generous vacation and paid time off, your BIRTHDAY, paid parental leave, paid family leave, etc.).
• Professional development opportunities and reimbursement for relevant certifications.
• Collaborative and inclusive work environment that values diversity.
• Team-building activities and social events.
• Employee Referral Program and Colleague Recognition Program

Location and work hours:

• Onsite 5 days per week – Must live near Alameda, CA or Huntsville, AL
• Work schedule – Monday – Friday  8am - 5pm pacific time
• Less than 10% domestic travel required for equipment pick up, site meetings, and trainings

We are actively seeking motivated, dedicated individuals like you to join our thriving organization. As a leader in our industry, we offer unparalleled opportunities for professional growth and success.
Apply Now to join our team!
Visit dls.com/careers for more details.