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Desktop and Infrastructure Support Specialist I

Frontier Medicines
South San Francisco, CA
  • Expired: August 04, 2022. Applications are no longer accepted.

Frontier Medicines is seeking a highly motivated Desktop and Infrastructure Specialist I to be part of the Information Technology Help Desk team that provides onsite IT support. The ideal candidate will be highly organized, analytical and customer oriented. If you’re computer-savvy and enjoy supporting end users, we’d like to meet you.

To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction. Requirements What will you be doing? Provide a varying range of (Tier 1-n) phone and face-to-face support, identifying root cause with solutions to problems. Diagnose hardware, software, printing and network connectivity issues for a Microsoft Windows and MacOS environments. Build, deploy and support laptops, MACs, and desktops when requested using imaging solution. Responsible for prioritizing, identifying, entering, tracking and escalating Help Desk incidents and service requests. Analyze and resolve issues by using all technical resources available. Assist with new tasks and projects as required. Ability to transcribe customer requests and issues during a phone conversation. Capture all incoming data in ticketing system. Provide quick resolution and excellent customer service. Redirect unresolved issues to the next level of support personnel. Keep record of problems and their resolution. Follow-up with customers. Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting. Traits we believe make a strong candidate: High School Diploma (Bachelor's degree preferred).

Minimum of 2 years of experience providing customer service. Minimum of 3 years of experience providing end-user support. Minimum of 3 years of experience supporting desktop, laptops, printers and other IT related hardware. Experience supporting Microsoft Windows environments. Experience supporting Microsoft 365 suite of products, Office, OneDrive and Teams. Must have hardware and software troubleshooting and repair skills. Excellent verbal and written communications. CompTIA A+ Certification preferred or any other Information Technology certification. Microsoft Desktop Certifications a plus. VMWare experience a plus. Linux experience a plus. Azure Active Directory experience a plus. Benefits Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k, IRA) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Vacation, Sick & Public Holidays) Family Leave (Maternity, Paternity) Short Term & Long Term Disability Training & Development Free Food & Snacks Wellness Resources Stock Option Plan

Frontier Medicines


South San Francisco, CA



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