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IT Technical Support Specialist

ChemoCentryx Inc
San Carlos, CA
  • Posted: over a month ago
  • Full-Time
Job Description

ChemoCentryx, Inc. is seeking to fill an immediate opening for a Technical Support Specialist as part of the IT organization. As an internal customer facing position, the candidate will be delivering, resolving, and coordinating end user support issues for headquarters and acting as second level support for the field team. The ideal candidate will need to be able to identify, research, and resolve complex technical and process related problems; create and manage escalation procedures; document, track, and monitor problems to ensure resolution in a timely manner; and ensure service levels are maintained. This position relies on extensive experience and judgment to plan and accomplish goals and carries the expectation that the candidate is knowledgeable with a variety of IT Service Desk concepts, practices, and procedures, including ITIL.

Essential Duties and Responsibilities

  • Provide solutions to technical issues for in-scope IT Services
  • Execute standard operating procedures and work instructions, including:
    • Coordinate and respond to incoming IT Service Requests across multiple real-time intake channels (web, e-mail, chat, phone, walk-up)
    • Effectively triage incoming requests, including identification of appropriate routing for a service request
    • Follow standard operating procedures and customer service guidelines
    • Document actions performed to resolve the Service Request
    • Coordinate day to day operations for any external service providers managed by IT
    • Escalate requests to IT leadership based on set standards
  • Lead end user support activities including coordination with 3rd party support teams
  • Develop end user productivity and training guides
  • Develop, document, and implement standard operating procedures and customer service guidelines
  • Act as SME for Incident and Request Management
  • Analyze and develop additional service tracking and reporting capabilities as required
  • Gather and analyze service management statistics; Develop improvement plans based on analysis
  • Coordinate with vendors for purchase and delivery of end user equipment and software

Requirements

  • Resilient in the face of continual change, able to handle high demands and unfamiliar situations
  • Can effectively handle ambiguity and operate without fully documented support procedures
  • Learns quickly on the fly when facing new problems; looks at both failures and successes to find opportunities to improve
  • Develops and maintains effective relationships with customers, and is seen as a trustworthy associate with a high level of integrity; focused on working with the greater team to reduce time to resolution for users
  • Actively listens to customers' needs and requests, ensuring they are fully understood with appropriate expectations effectively set and delivered.
  • Good oral and written English communication skills
  • Focused on problem solving and operational excellence using effective troubleshooting and problem-solving skills.
  • Minimum 7 years' experience providing enterprise level end user support services.
    • Experience with Windows, iOS, MacOS and Android including basic troubleshooting, user configuration and application installation
    • Experience with Microsoft Office, VPN, and Wi-Fi
    • Experience with Okta, Windows Active Directory, DNS, DHCP, printing, and management of user accounts, distribution lists, and security groups
    • Familiar with using Endpoint management and configuration tools such as Microsoft Endpoint Manager (Intune) to deploy software and configure systems
    • Familiar with setting up and configuring smartphones and tablets
  • Microsoft and ITIL Foundations Certifications are a plus.

ChemoCentryx is a biopharmaceutical company focused on discovering, developing, and commercializing novel therapeutics to treat autoimmune diseases, inflammatory disorders and cancer, primarily focused on orphan and rare diseases. ChemoCentryx balances a passion for science with the deep-seated belief that patients suffering from serious diseases deserve more than incremental improvements to the length and quality of their lives.

At ChemoCentryx, our salary and benefits packages are among the most competitive in the industry. All our employees share the rewards of their work through a generous stock option program. We also offer 401K and Flexible Spending Accounts. ChemoCentryx employees enjoy a comprehensive benefits package including medical, dental and vision coverage as well as life insurance, and short and long-term disability insurance.

Effective September 1, 2021, ChemoCentryx requires all employees to be vaccinated against COVID-19. In accordance with ChemoCentryx's duty to provide and maintain a workplace that is free of known hazards, we adopted this requirement to safeguard the health and safety of our team members, candidates, contractors, and vendors. Any and all job offers will be contingent upon proof of vaccination or an approved exemption from the requirement due to medical or religious reasons.

As an equal opportunity employer, ChemoCentryx, Inc. is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. For more information about equal employment opportunity protections, please view the 'EEO is the Law' poster.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact careers@chemocentryx.com for assistance.

ChemoCentryx, Inc. is enrolled in E-Verify® and participates in E-Verify® in addition to our Form I-9 process. www.dhs.gov/E-Verify.

To all recruitment agencies: ChemoCentryx, Inc. does not accept unsolicited agency resumes and will not be responsible for the payment of placement fees related to unsolicited resumes submitted to open positions, job aliases, or to our employees.

ChemoCentryx Inc

Address

San Carlos, CA
USA

Industry

Technology

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