IT Support Specialist

Element Biosciences is a multi-disciplinary startup focused on innovating genetic analysis tools for the research and clinical markets. The Company's technology will broaden the end user experience through improved data quality and simplified workflows to benefit discoveries and diagnosis in healthcare.


ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
·     Manage Help Desk tickets in a timely manner
·     Respond to customer issues via phone, email and computer chat
·     Provide customer assistance
·     Document customer interactions
·     Run diagnostics to resolve customer reported issues
·    Escalate issues to the next Tier with next level of difficulty
·     Install, make changes and repair computer hardware and software
·     Follow-up with customers to ensure issues are resolved
·     Solid communication skills
·     VIP support
·   Prefer experience in the life sciences field and/or laboratory experience
·    Other duties as assigned


REQUIRED SKILLS/ABILITIES:
·      Extensive experience working in windows desktop environment
·      Proficiency with a MAC and IOS computers and phones
·      Excellent oral communication skills
·      Detail oriented, must maintain detailed notes on all tickets
·      Highly organized to keep help desk tickets order
·      Ability to diagnose and resolve basic computer technical issues
·      Work with software support teams


EDUCATION AND EXPERIENCE:
·       Minimum 5 years of industry experience (an equivalent combination of experience and education may be considered)


PHYSICAL REQUIREMENTS:
·       Must be able to lift 15 pounds


TRAVEL:  Negligible

We are passionate about our mission to develop high performing products to study genomics in an unprecedented flexibility and to understand biology for the improvement of healthcare. We have built a highly efficient product-driven organization where employees can learn, grow and thrive in a challenging but encouraging environment.  We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.   We offer excellent benefits, which include a 401K plan, competitive health benefits, flexible vacation, and equity incentives. 

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.