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POSITION TITLE: IT Help Desk

REPORTS TO: IT Director

Location: Corporate Headquarters, Phoenix, AZ

 

POSITION DESCRIPTION:

skinbetter science is seeking a motivated and energetic IT professional to support its rapidly growing operations.  The primary focus of the technician is to serve as the first tier of support for the client side of technology/automation for skinbetter science. This includes, but is not limited to, configuring, supporting and troubleshooting hardware and operating software. This position responds to telephone, walk-in and electronic mail inquiries or requests for assistance with the organization’s computer systems.  The technician will communicate with employees and/or contractors/vendors to identify problems, troubleshoot and provide advice and resolution. This position will need to demonstrate professionalism with all interactions.  Excellent organization and multi-tasking skills will be required to be successful and to meet expectations in this rapidly changing, dynamic and rewarding environment.

 

RESPONSIBILITIES:

  • Responsibilities include logging all work requests which are received via email or phone into company help desk tracking system

  • Provide support (e.g. client computer/OS/printers) to local and remote users and develop appropriate solutions

  • Troubleshoot client support issues (operating system/network printers) and develop solutions

  • Research technical problems and consult with appropriate technical or service personnel for follow-up

  • Escalate technical issues/problems to second and/or third tier support

  • Create and maintain documentation related to IT operations

  • Provide, at designated times, on-call support or emergency support

  • Respond to requests for specific computer equipment; research the best options and make recommendations

  • Work within and manage configuration of company cloud computing management solutions, including Google Workspace

  • Provision/deprovision employee devices; setup and configuration of devices and peripherals 

  • Support conference room A/V equipment

 

JOB QUALIFICATIONS:

  • Education & Experience:

  • Associates degree is required; BS degree, A+, Apple Certified Support Professional (ACSP) certification or equivalent experience is highly preferred.

  • 2-3 years of experience in the Information Technology Support field for a small to medium sized company

  • Technical Competencies:

  • Hands-on experience within any major Help Desk incident tracking solution(s)

  • Supporting and troubleshooting MacOS / Windows 

  • Hands-on experience within any major Mobile Device Management (MDM) solution(s)

  • Administering Google Workspace (formerly G-Suite)

  • Administering Microsoft O365 Apps

  • Supporting, maintaining, troubleshooting network printers

  • Administering any enterprise Password Vault solution

  • Supporting any enterprise video conferencing solution(s)

  • Supporting any enterprise VOIP phone solution(s)

  • Non-Technical Competencies:

  • Strong organizational and problem solving skills

  • Strong written and verbal communication skills

  • Strong sense of urgency, initiative and work ethic

  • Ability to handle stress, multiple priorities and deadlines in a fast-paced environment

  • Pleasant, patient and friendly attitude.

  • Willingness to work a flexible schedule and occasional overtime when needed. 

skinbetter science is an Equal Employment Opportunity Employer.
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