Help Desk Technician I – End User Support

The Allen Institute accelerates science for a healthier world through large-scale research designed to answer some of the most complex questions in biology. Our multi-disciplinary teams generate foundational knowledge, tools, and data to understand how our brain, cells, and immune system work. We share our work openly so others can build on it, move faster, and ask bigger questions.

About the role

This role will be part of a small team that supports our diverse and dynamic IT environment for our Windows and Mac-based end users. The individual in this role will provide assistance concerning the use of computer hardware and software, including printing, installation, office products, and electronic messaging. The role involves answering questions and resolving computer problems for clients in person, via telephone, or electronically. The individual will effectively multitask and manage priorities in a fast-paced setting.

Responsibilities

• Provide timely Tier 1 Help Desk support for the Windows, Mac, and Linux environments to Allen Institute end users
• Follow procedures for incident escalation and notification to leadership
• Follow all End User Support’s Standard Operating Procedures
• Support efforts to meet key performance indicators (e.g., performance, availability, capacity)
• Install, configure, and support hardware, software, and peripherals to end user workstations
• Assist in the support of audio/visual equipment while leveraging our third-party service provider
• Perform IT-related Move/Add/Change duties for all onsite Institute employees
• Perform IT-related setup, support, and breakdown for large institute meetings, including audio/visual equipment
• Keep abreast of emerging technologies
• Track our IT hardware and software asset inventory
• Assist in the procurement of IT Hardware and Software
• Balance the demands of daily and routine assignments with long-term projects
• Develop strong relationships with internal customers, vendors, affiliates, and peers

Requirements

• Bachelor’s degree, relevant certificate, or extensive on-the-job training
• Minimum of 1-2 years of experience in supporting computing resources
• Working experience with Office 365 suite and toolsets
• Working experience with Windows and Mac computing resources
• Experience with IT Knowledge Base and ticketing system
• Experience reimaging workstations using operating systems deployment tools
• Strong background in troubleshooting and customer service, as well as excellent communication

Preferred Qualifications

• Bachelor's degree in Computer Science or IT-related field

Physical Demands

• Occasional lifting up to 30 pounds
• Fine motor movements in fingers/hands to operate computers and other office equipment
• Push/pull up to 50 lbs
• Stooping, bending, crouching
• Reaching or climbing ladders

Schedule

• This role is currently working onsite and is expected to work onsite for the majority of working hours at 615 Westlake Ave N., with flexibility to work remotely on a limited basis
• Rotating evening and weekend on-call coverage
• Occasional evening and weekend hours required
• This is a critical job and expected to report for onsite work regardless of weather conditions

Pay

Annualized Salary Range: $54,250 - $66,450. Final salary depends on required education, experience, level of skills relevant to the role, and work location.

Benefits

• Medical, dental, vision, and basic life insurance
• 401k plan
• Paid time off as outlined in the Allen Institute’s Benefits Guide

More details on benefits are available at https://alleninstitute.org/careers/benefits.