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IT Administrator


Takara Bio USA, Inc.

Job Location

2560 Orchard Parkway
San Jose, CA 95131
United States

Job Description

Job Title: IT Administrator
Reports to: Director, IT Infrastructure
FLSA Class: Non-exempt
*Pay Scale: $38/hr - $43/hr

Learn more about our company and how we support you:
Takara Bio USA (TBUSA) empowers life science discovery. We bring innovation and inspiration to every scientist - promoting discoveries that improve health and the environment. We hold values that all employees and prospective candidates should demonstrate: Innovation, Teamwork, Integrity, Respect, Growth, Diversity and Quality. We value helping employees develop their skills and you will be part of this journey!

At Takara Bio, we know that every experimental decision has an impact. Choices matter, from design to data analysis. We create best-in-class products that get the job done. In your hands, what do those research reagents and kits create? Something powerful: knowledge, understanding, and—often—hope! Together we can improve the human condition through biotechnology…and That's Good Science!

How this role drives the company forward:
The IT Administrator position is the first line of user support, with responsibilities that include, but are not limited to, maintaining business related servers and applications, LAN and WAN network devices, handling helpdesk service requests, creating and closing Windows and Office 365 email, 8x8 Work, Resource Portal accounts by following IT onboarding and offboarding procedures, and updating related IT documentation when needed. This role is responsible for setting and deploying company standard software and hardware, preparing user computing equipment, configuring wireless access for mobile devices, setting up soft and desk phones, office area network connections, assisting with conference room equipment use, troubleshooting printer and all-in-one office machines, maintaining software and hardware inventory, procuring and performing computer hardware repairs/upgrades. The incumbent is the IT go-to person, responsible for the day-to-day operations support.

The IT Administrator is an on-site role located in San Jose, CA.

How you will make an impact:
In this role, you will work alongside an IT Team of 4. As IT Administrator, you will take an active role in supporting all employees in the company. You will impact the company by providing first-class user support to those who are onsite or remote, ensure quick response times, satisfactory resolution of issues, work well with other team members as well as outside support resources, document progress and solutions, and make suggestions to improve company computing environments and processes in a secure and professional manner.

What will you do:
Monitor and answer calls and emails to the helpdesk, respond to questions, issues and requests raised through the Zendesk system. Follow-up, update, document, and resolve IT helpdesk tickets in a timely manner.
Research issues and provide solutions to the customers. Update IT support documentation, reference guides, and work instructions with learned knowledge and experience with repeat questions/inquires.
Handles IT requests for company onboarding and offboarding processes. This includes, but is not limited to, computing hardware, software, cellular hotspots, network connections, etc. Create and/or terminate user and/or computer accounts for Office 365 applications, emails, 8x8 Work, TrendMicro, Desktop Central, Zendesk, Q-Pulse, and Resource Portal. The list of applications and needed accounts will change depending on the business requirement. Configure and support company standard server applications, including Office 365 suite, 8x8 Work, SQL, VMWare, TrendMicro, PAN GlobalProtect, Desktop Central, 8x8 Work, Q-Pulse, Resource Portal, and other business-related applications. Set up computers with standard images and with custom list of applications, deploy computers and peripherals to user office areas, test functionalities, guide/train users to log on and use basic office applications, provide IT documentations to ensure a smooth onboarding.
Prepare company standard hardware and software images on Windows and Mac machines. Update images to keep all programs and drivers current.
Troubleshoot server and end-user hardware or network related problems, including but not limited to CPU, components, monitors, keyboards, mouse, printers, networking components, etc. Order, repair or replace defective parts as needed.
Grant file server share permissions with approval, help with business server applications support, provision VM instance for requested business purposes.
Assist with Veeam backup routines, handle requests to restore files and storing offline backups such as tapes, Veeam snapshots, and VM images.
Research software problems, contact outside support if necessary, provide, and document resolutions. This includes PC, aforementioned as well as any newly deployed server-side applications.
Research and test efficient computer imaging and patching solutions to improve efficiency. Test periodic desktop updates with pilot groups and rollout to general users. Troubleshoot and resolve issues that might surface due to any updates.
Configure user and conference room soft and desk phones with the 8x8 Work program and/or Teams hardware. Support phones, fax machines, all-in-one copy machines, printers, and electronic fax use.
Act as the primary contact for conference room equipment setup and user support. This includes, but not limited to, conference programs, conference room AV equipment, conference phones, wireless display, projectors and TV/scroll screens.
Install, configure, and maintain company standard network equipment, including LAN, WAN, telecom, phone system, and wireless.
Support mobile device including cell phones, tablets, hot spot configuration and daily use for company related configuration.
Handle network patching/connecting connections for all company work areas, wiring closets and in the server rooms if necessary. Set up wireless connections for all company devices as well as for guest visitors to the guest wireless SSID.
Keep track of hardware and software inventory with current programs, including Oomnitza and Desktop Central. Maintain accurate records and generate reports.
Create, update, and maintain related IT support documents and keep them in the designated network folders for review. When directed, produce Q&A documents to be posted on the company IT Intranet site.
Use company provision tool, currently Oracle EBS to order supplies, replacement parts, computers, monitors, and other accessories as needed. Keep track of reasonable stocks and advise re-ordering of computing equipment.
This position does not have supervisory responsibilities.

How will you get here?
Minimum of 5 years of IT end user support experience in a fast-paced environment.
Associate’s or bachelor’s degree preferred in Computer Science, Information Technology, or similar field.
IT support or technology certificates including, but not limited to, CompTIA A+, Microsoft, Google, Cisco, VMWare, and Apple are desirable.
Solid working knowledge of Microsoft Windows and Windows servers (all versions), SQL, VMWare, vSphere, SolarWinds, Desktop Central, Cisco Meraki, Apple Mac (all versions), mobile device OS including Android and iOS. Working knowledge of Microsoft AD, Azure, Office 365 application suite, Exchange, 8x8 Work, Cisco Meraki, network wireless APs, switches, cables, 8x8 Work, Polycom desk phones, AV equipment, wireless displays, Teams hardware, and Dell/Apple computers.
Familiar with remote support tools like VNC or GoToAssist.
Effective communication skills, ability to explain technology in plain English to all levels of users, either in person or remotely.
Good problem-solving capability, patient and professional in dealing with difficult situations.
Ability to multitask, well organized and thorough. Ability to maintain focus in “crisis” situations and be able to work in a fast-paced environment.
Strong ability to work independently and make informed decisions to resolve IT issues with minimal or no supervision. Understands the impact and can follow established process to deliver changes.

A few other details:
This is a full-time, non-exempt position, Monday through Friday during standard business times. Flexibility to work overtime or non-standard hours may be required at times.

AAP/EEO Statement:
Takara Bio USA, Inc. does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Information about pay scale may change as market trends are analyzed and/or as applicants are evaluated throughout the hiring process dependent on knowledge, skills, abilities, and geographical location.

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