Technical Specialist

Location: San Francisco Bay Area. Email resume to jobs@DaybreakIT.com

Primary Objective of Position

Daybreak Information Technologies Inc. is targeting qualified candidates to be part of a dynamic IT team to primarily focus on Client Level 1 and Level 2 technical support. The role will provide end user device and laboratory computer support, handle helpdesk hardware/software queries by phone and e-mail, perform remote Client end user support, manage helpdesk ticketing, log all incidents, troubleshoot hardware and software in Windows/Mac environment, Windows administration, Office 365 administration, mobile device management and asset management. The role also includes administration of client applications and laboratory systems backup and recovery. Positions are based in San Mateo and will require travel to Client locations and based at Client locations as required

Major Duties and Responsibilities

  • Provide daily operations support at client site or remote support including telephone support, customer support call logging, reviewing production logs, diagnosing and fixing problems, and completing scheduled IT activities.
  • Provide desktop, computer and device support to Clients.
  • Manage all end-user calls through recording, analysis, escalation and close out.
  • Ensure calls are processed in an effective and professional manner in line with best practices.
  • Instruct Client users on basic application and personal productivity software functions.
  • Troubleshoot and repair equipment failures.
  • Provide regular incident status updates and information on Client calls and queries.
  • Perform tasks in accordance with technical procedures in a regulated environment.
  • Escalate technical issues internally and be the escalation point of contact for all call related incidents.
  • Escalate technical issues to external vendors when required.
  • Administer and manage of network Accounts.
  • Provide support for communications systems  & networks.
  • Install standalone and networked devices.
  • Install applications following agreed protocols.
  • Configure laptops and peripheral devices.
  • Update all inventories and logs.
  • Execute preventative maintenance tasks as required.
  • Partner cross-functionally with infrastructure and application teams on projects.
  • Continuously improve and maintain standards and policies.
  • Maintain operational focus on continuous process improvement.
  • Execute other duties as assigned.

Desired Skills and Experience

  • Ideally a minimum 5 years of experience in an enterprise biotech or similar environment.
  • Extensive and current operational hands-on experiences with client and mobile devices including network equipment.
  • Expert level in troubleshooting software/hardware problems, identify root cause of issues in the Windows and Mac environment
  • Have MCP certification or equivalent work experience
  • Expert working knowledge of hardware, operating systems, networks and client applications.
  • Knowledge of Wireless, WAN and Internet technologies
  • Excellent written and verbal communication skills.
  • Must be able to work effectively independently as well as part of a team.
  • Ability to work in a fast-paced, rapidly growing environment while balancing multiple, sometimes competing priorities successfully.

Education

  • Bachelor Degree in Computer Science or equivalent

Send your resume to jobs@DaybreakIT.com with a Subject Line “Resume for Position of Technical Specialist”

Helpdesk Support Analyst

Location: San Francisco Bay Area. Email resume to jobs@DaybreakIT.com

Daybreak is looking to hire highly motivated, dynamic and customer focused team member in the Bay Area to be part of a dynamic IT team to primarily focus on premier client focus and customer service

Primary Objective

  • Act as the primary technical support interface to Daybreak clients.
  • Provide client support for end user systems, software, peripherals, mobile devices, printers and infrastructure.
  • Provide a high level of technical support service to clients.

Responsibilities

  • Provide 1st and 2nd level support for helpdesk incidents in accordance with client SLAs and Daybreak’s service delivery framework.
  • Log, investigate, resolve and perform follow-up tasks on all issues or problems escalated to Helpdesk.
  • Perform formal root-cause analysis of issues when required.
  • Manage laptop and desktop system imaging process.
  • Manage end user software configuration and testing.
  • Install, configure and maintain end user systems and devices.
  • Management and integration of new hardware, software and device releases.
  • Create and maintain required documentation and inventories of hardware, software and devices.
  • Create and maintain SOPs, administrative guides or documentation in support of client operations.
  • Manage system implementation and upgrade projects as required through the use of change management.
  • Coordinate prototype and user acceptance testing.
  • Support the qualification and selection of vendors and system solutions.
  • Provide support for projects as required by management.
  • Facilitate ad-hoc and formal application training for end-users.

Preferred Skills/Abilities:

  • Provide customer focused technical support in a professional office environment.
  • Ability to provide technical in-person at client sites and via phone to remote users.
  • Windows XP, 7 or 8 end user configuration, administration and troubleshooting experience.
  • Apple OS X v8, 9 or 10 configuration, administration and troubleshooting experience.
  • Windows Server 2008, 2012 or any Linux server administration experience.
  • Mobile device administration and troubleshooting for iPhone, iPads, Android.
  • Laptop and desktop hardware experience in any of the following: Dell, Asus, HP, Lenovo, Toshiba, Samsung, Apple.
  • Imaging tools experience in any of the following: Acronis, Ghost, FOG, Clonezilla, WDS
  • Any layer 2 or layer 3 network switch administration experience with HP, Cisco or Netgear.
  • Application/Network troubleshooting, root-cause analysis, configuration and issue resolution.
  • Experience with cloud provider solutions such as AWS, EC2, Box, Dropbox and Azure.
  • Microsoft Office application support.(Office, Visio, Project)
  • Other application support for Adobe, Saleforce, WebEx, GoogleApps, Sales Cloud, WorkDay, ZenDesk.
  • Application and Infrastructure change management.
  • Excellent verbal and written communications.
  • Strong organizational skills and attention to detail.
  • Must work well in a team environment

Preferred Experience

  • 4 yrs experience in the provision of end user hardware, software and application support under Windows XP, Windows 7 and Windows 8.
  • 2 yrs experience with Apple OS X software and Apple hardware support.
  • 4 yrs experience supporting end user applications, printing and network infrastructure in a commercial environment.
  • 2 yrs with support and administration of cloud based solutions.
  • Prior biotech / pharmaceutical applications, systems or software support preferred.
  • Prior Sharepoint administration experience preferred
  • Experience with Databases (SQL/Oracle/Access).

 Education

  • Bachelor’s degree in Computer Science, Information Systems or related specialty

 Additional Information

  • Position is based in the Bay Area.
  • Willingness to work outside of normal business hours to support system maintenance, special projects or on-call rotations
  • Must carry a cell phone during business work hours and on-call hours.

Send your resume to jobs@DaybreakIT.com with a Subject Line “Resume for Position of Helpdesk Support Analyst”