Service Desk Specialist

San Francisco, CA, United States
Nov 20, 2020
Biotech Bay
Required Education
Bachelors Degree
Position Type
Full time

Information Technology


The IT Service Desk Specialist will typically be the first individual with whom Gladstone clients will interact for online, in-person* and telephone requests and inquiries. Among the responsibilities will be initial triage, Tier 1 troubleshooting, and assignment/elevation of tickets to other department technicians. The ideal candidate will be a positive, calm, and highly-focused individual with proven excellence in customer service in an IT environment. Attention to detail and well-developed organizational skills are key traits for this position. A solid understanding of and facility with Microsoft Windows, Microsoft Active Directory management and OSX are also crucial, as are basic Tier 1 troubleshooting skills on both platforms.

This position reports directly to the Service Desk Manager.

Responsibilities Include
  • Initial response and Tier 1 troubleshooting for incoming Service Desk requests: in-person*, phone, online
  • Primary responder to incoming calls on the Service Desk extension
  • Complete and accurate information-gathering on incoming requests
  • Assessment and dispatch of requests to Tier II+ technical staff
  • Primary creator of employee accounts and disseminator of employee documentation
  • Creation and updating of user documentation and IT Knowledge Base articles
  • Other IT-related tasks

Required Skills
  • Minimum 3 years extensive IT customer service experience
  • Excellent written, verbal, and interpersonal skills
  • Strong analytical, troubleshooting, and problem-solving skills
  • Tier 1 support for OSX and Windows operating systems
  • Ability to work both remotely and onsite*

Preferred Qualifications
  • Experience with remote support via ScreenConnect/Zoom
  • Knowledge of audiovisual systems and basic AV troubleshooting
  • Experience using central management tools (e.g. JAMF/Casper)
  • Working knowledge of Linux (Ubuntu / CentOS distributions)
  • Experience supporting iOS and Android devices

*COVID-19 Precautions

Gladstone is strongly committed to protecting the health of our staff and the wider community. Onsite work is necessary to ensure the continuation of the science that IT supports, but is currently being kept to a minimum, and occurs in an environment where masking and social distancing are mandated and enforced.

Additional Information:

  • Title and salary will be commensurate with education and experience.
  • Be a part of big ideas and consider Gladstone. Your difference will make a difference in human health.
  • Gladstone is an equal opportunity employer.