Information Technology Service Desk Specialist

San Francisco, CA
May 11, 2022
Biotech Bay
Required Education
Bachelors Degree
Position Type
Full time
Lab/Area:Information Technology


The IT Service Desk Specialist will typically be the first individual with whom Gladstone users will interact for online, in-person, and telephone requests and inquiries. Among the responsibilities will be initial triage, Tier 1 troubleshooting, and escalation 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 a fast-paced 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. This position will require periods of onsite work, with the option of an onsite/remote hybrid work schedule.

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

  • Experience using an ITSM (ServiceNow,Freshservice)

Additional Information:
  • Title and salary will be commensurate with education and experience.
  • Gladstone is an equal opportunity employer.