Help Desk Support, Sr. jobs in San Jose, CA

Company Summary:

Bionova is a rapidly growing, biologics CDMO focused on developing and manufacturing recombinant protein products using mammalian cell culture processes. Our business success is built on bringing together top scientific talent, arming them with the best available tools, and setting them loose in an agile, energized culture focused on solving difficult client problems.

Because our success depends on our ability to exceed our clients’ expectations, we look for candidates with an innate desire to serve. Adaptability and an interest in transformative action are also common attributes among our team.

Position Summary:

As an IT Help Desk Support, you will provide IT support to our employees and contractors via in-person, phone, email, and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. 

You are the ideal candidate if you have an associate degree in information technology and at minimum 2 years of experience working in a help desk environment. Proficiency with MAC and IOS computers is a plus as is the ability to work a variety of shifts and work overtime on a regular basis. You need to be a highly detail oriented individual to accurately capture customer interactions and close out submitted trouble tickets in a timely manner.

This is a Non-Exempt Hourly position. 

Essential Duties and Responsibilities:

• Ability to follow guidelines from your manager
• Manage Help Desk tickets in a timely manner
• Respond to customer issues via phone, email and computer chat
• Provide customer assistance
• Document customer interactions
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved

Working Conditions:

• This position required to work in a lab/office setting. The role requires walking, standing, stooping, kneeling, and crouching.   The employee must occasionally lift and or move up to 20 pounds independently. 
• You are required to be onsite during office hours.
• You will be working on lab machines that are in GMP area. The GMP area requires gowning. 
• We have multiple office locations (couple of miles from the main office) that requires periodic IT help. You will be expected to drive there using your own transportation. 

Qualifications:

• LAN knowledge is a plus
• Verbal communication
• Operating systems
• Phone skills
• Customer service
• Quality focus
• PC proficiency
• Windows system administration (A certification is a plus)