Service Desk Support Specialist

Hayward, CA
May 10, 2022
Biotech Bay
Required Education
High School or equivalent
Position Type
Full time

Summary: The Service Desk Support Specialist will provide superb customer service reflecting the customer-centric and quality focused mission of Arcus Biosciences through the direct provision of remote and on-site support to our internal customers. This role is the daily point of interaction with Arcus’ employees, contractors and consultants and works with other company stakeholders in understanding tactical needs and requirements while handling all incidents and service requests. The position is primarily focused on end user support and can escalate to more senior Service Desk team members.



  • Provide desktop/server support with focus on:
    • Customer satisfaction
    • Service delivery quality
    • Technical excellence
  • Perform end user support as it relates to desktop, server, mobile, applications and network diagnostics/repairs.
  • Maintain accurate and up to date documentation of all IT environment and supporting material that ensures consistent quality support by any member of the Service Desk Team and the IT Department.
  • Provide 1st level Service Desk support for all incidents and service requests. If necessary, escalation to other Service Desk team members or external support vendors (i.e., from software or hardware manufacturers)
  • Adherence to and insurance of company’s Service Level Agreement for all incidents, problems and service requests are met consistently.
  • Application support and application ownership which includes responsibilities for all support of corporate business services.
  • Must be aware of and make best use of proper escalation procedure for technical and non-technical issues to achieve timely quality resolution and customer satisfaction




  • High School Diploma or equivalent
  • At least one of the following industry certifications is highly preferred:
    • MCP in one of the following areas:
      • Windows 10
      • Microsoft 365 Modern Desktop
      • Microsoft 365 Fundamentals
    • Microsoft Office Specialist
    • CompTIA A+
  • 1+ year experience supporting and installing Windows Desktop operating systems (Windows 10)
  • Knowledge and proven record deploying and supporting Microsoft Office applications
  • Good understanding of and practical support experience of mobile devices and apps
  • Proven troubleshooting and diagnostic skills
  • Must be a detail-oriented self-starter – function autonomously, with minimal supervision
  • Strong team player
  • Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable language
  • Strong customer service orientation
  • Demonstrated dedication to consistent quality


Working Conditions:

Must be able to lift, carry, and reposition all parts of user workstations, servers, network appliances, printers and other information technology equipment as required. Consecutive hours spent at a time sitting in front of computer monitor and using keyboard and mouse.