IT Support Technician

Pacific Biosciences
Job Location
1380 Willow Road
Menlo Park, CA 94025
Job Description

The IT Support Technician will support all users to effectively use personal computer equipment and software for high productivity.

• Responsible for providing first level support for all end-users, both local and remote.
• Troubleshoot and resolve hardware, software and voice/data communication systems issues.
• Responsible for Microsoft Office, 3rd party and custom software applications support.
• Purchase, configure, deploy and support workstation and lab systems.
• Manage and support mobility, including monitoring usage, device purchase and refreshes
• Monitor security applications and usage.
• Resolve or re-assign helpdesk requests through ticketing system in a timely manner.
• Write concise, informative documentation.
• Participate in on-call rotation and escalate calls/tickets when necessary.
• Create and modify documentation for helpdesk operational standards, policies, and procedures
• Follow all operational standards, policies, and procedures. 
• Must use Service Desk Software such as Remedy Force for day-to-day operation. 
• Provide excellent customer service.


• Associate or Bachelor degree with 5+ years experience.
• Solid knowledge of Microsoft Windows 7, Office 2007 through 2016 and Active Directory.
• Solid knowledge of Apple hardware and Software required.
• Experience with multi-vendor hardware troubleshooting and repair.
• Excellent people and team working skills.
• Excellent customer service, verbal and written communication skills are a must.
• Ability and desire to learn quickly and share knowledge.
• Strong organizational and time management skills.
• Strong problem solving and research capabilities.
• Ability to multi-task, prioritize and work under pressure are required.
• Ability to handle rotating on-call support weekends and evenings on occasion.
• Experience supporting Audio/Visual equipment and Video Conferencing required.
• 5 years prior customer service, call center or help desk experience is required.
• CompTIA A+, Network+, Microsoft Certifications a plus.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.

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