IT Helpdesk Specialist 2

About the Role

The User Services / Helpdesk Specialist 2 is responsible for all aspects of IT end-user support in an enterprise biotech environment, including computer hardware, software, office systems, peripherals, phone, and voicemail systems. The role also involves providing assistance to system administrators as required. As a member of a helpdesk team, the position provides IT services via walk-up, phone, email, and ticketing systems. The candidate must have a high level of aptitude for analyzing, troubleshooting, and resolving problems with an emphasis on follow-through and customer satisfaction.

Responsibilities

• Investigate, recommend, design, deploy, and sustain solutions/technologies to assist with IT and end-user needs.
• Manage issues, communication, and resolution via email, phone, and ticketing system. Follow up with customers to ensure issues are resolved appropriately and build customer rapport and quality support.
• Participate in projects to enhance the overall process and tool-set used by IT to serve the needs of Natera, including but not limited to: virtualization, centralized user and IT asset management and support, software license management, monitoring and alerting, identity and user management, network and compute platform improvement.
• Perform other duties as assigned.

Qualifications

• Degree in a technical field or equivalent work experience and applicable certifications.
• IT experience within a HIPAA-controlled biotech, pharma, or healthcare enterprise is preferred.
• 2 years of desktop technology and user support experience in a technical enterprise environment.

Skills

• Strong successful history of Microsoft and Apple desktop technology support and troubleshooting.
• Strong history of desktop applications support, e.g., Google Apps, MS-Office, etc.
• Strong history of desktop standards development and automated “template” desktop configurations.
• Ability to effectively communicate and influence at all levels of management.
• Strong knowledge of Microsoft and Apple desktop technologies.
• Strong verbal and written communication skills.
• Strong teamwork style and behavior.
• ITIL foundations certification preferred.
• Microsoft Systems Center and AD management preferred.
• Atlassian Jira, ServiceDesk, and Confluence experience preferred.
• Self-starter.

Pay

The pay range for this position in Austin, TX is $25—$27 USD. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications, and specific office location. This may differ in other locations due to cost of labor considerations.

About Natera

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers, and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

Benefits

Employee benefits include comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits, and much more. We also offer a generous employee referral program!