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South San Francisco, CA

IT End User Technology - Support Specialist

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Position description

The Support Specialist's role is to enable our staff both locally and remote to work with technology in an efficient and productive way. This includes the timely receiving, prioritizing, documenting and resolving end user service requests within corporate guidelines. As the front line of  IT support, you must be knowledgeable in the support of end user technologies including computer hardware, enterprise software, audio-visual equipment, mobile devices, endpoint management tools, diagnostics equipment, account management and help request tracking systems.

What you'll do:

  • Act as a customer liaison for internal technology needs - communicating, resolving, and/or initiating the resolution timely and within corporate guidelines.
  • Maintain an exceptional level of customer service ensuring that all customers are treated efficiently and in an appropriate manner reflective of Counsyl values.
  • Field incoming technology requests from internal Counsyl users via telephone, walk-up and via the service desk system.
  • Prioritize and schedule service requests, escalating problems timely to the appropriate technician or team manager.
  • Clearly document all steps taken in the resolution of a service request.
  • Setup, maintain, and troubleshoot laptop computers, tablets, phones and accessories.
  • Follow Counsyl’s asset management guidelines.
  • Install and configure software on end user hardware and within cloud services.
  • Setup and configure printers, scanners and other end user workgroup hardware.
  • Manage assigned projects from initiation to completion, including follow-up analysis.
  • Deliver onboarding orientation sessions and follow up session to new Counsylors.
  • Provide basic troubleshooting of infrastructure services including network hardware, audio-visual, and server technologies.
  • Administer user accounts, assigning proper security access levels as documented within Counsyl guidelines.
  • Work with hardware and software vendors to ensure proper maintenance and failures/problems are resolved timely.
  • Ensure software updates, driver updates, and required security updates are applied to corporate managed end user devices
  • Assist in the development, updates and improvements of internal knowledge bases and training materials.
  • Test new end user hardware and software for addition to our corporate IT standards.
  • Provide group training in the use of personal computer hardware, software, specialized technology, peripherals and tools that will benefit our internal users.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Design, produce, and analyze moderately complex reports.
  • Undertake other duties not specifically stated, which from time to time are necessary, without altering the nature or level of responsibility
  • Take part in on-call rotation support schedule.
  • Help with internal meetings, webinars, and company events including occasional remote events and events outside of normal business hours.
  • Keep current with the latest technologies and best practices with regards to IT support and operations.

Knowledge & Experience:

  • Have 3-5 years experience in providing hands-on technical support in a corporate environment.
  • ITIL Foundation Certification
  • Certified JAMF JSS / Casper CCA, CCE, or CJA highly preferred.
  • Ability to make seemingly complex technologies simple and manageable.
  • Certified Apple Technician or have extensive knowledge in the support of Apple products (OS X / iOS) in an enterprise environment.
  • Experience in the use and support of hosted productivity applications: G Suite, OneLogin, Jira, Confluence, etc.
  • Previous experience in the support of corporate applications.
  • Knowledge of security threats, tools, and proper configuration of workstations and clients to protect from security threats.
  • Significant knowledge and use of tools and utilities to automate, diagnose, and minimize business impact.
  • Good understanding of the organization's goals and objectives
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Strong documentation skills
  • Ability to lift and carry up to 25 pounds frequently and 40 pounds occasionally.

Personal Attributes:

  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language
  • Highly self motivated and directed
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Experience working in a team-oriented, collaborative environment

About Counsyl

Counsyl is a health technology company that offers DNA screening for diseases that can impact men, women and their children. The Counsyl philosophy is simple: screen for diseases where advanced knowledge makes a difference in health outcomes, whether it’s changing a behavior, pursuing preventative measures, or simply preparing for what lies ahead.

The Counsyl team includes an accomplished group of problem-solvers — top engineers, scientists, and designers — who are taking the lead on building the modern clinical laboratory. Scientific rigor, custom robotics, and software are at the heart of every Counsyl product, resulting in better, faster and more affordable screens that are broadly accessible. Beyond the laboratory, Counsyl offers doctors and patients a technology platform for results delivery in real time, with on-demand access to board-certified genetic counselors.

Counsyl has screened more than 750,000 patients and served more than 10,000 health care professionals in its CLIA-certified, CAP-accredited and NYS CLEP-permitted clinical laboratory. The company has raised a total of $102 million and is privately backed by Pilot Growth Equity, Goldman Sachs Asset Management, Founders Fund, Felicis Ventures, David Drummond, and other high profile investors.

Interview process

Counsyl is driven by some of the brightest people in the industry. Our interview process is geared to ensure that we continue to hire the very best. We are an equal opportunity employer and value diversity at our company.

Our interview process is composed of practical and situational interviews in a series of settings spanning Skype, practical exams, and in-person meetings. Our goal is to gauge both your ability to succeed in the first 90 days as well as your capacity to scale with us as we grow.

Why Counsyl?

Throughout it all, we are looking to understand why you are driven to be a part of our company. Specifically, we want to know how you identify with our mission and will contribute to our team.

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Counsyl has renamed its products effective July 19, 2017. The Family Prep Screen is now the Foresight Carrier Screen. The Informed Pregnancy Screen is now the Prelude Prenatal Screen. The Inherited Cancer Screen is now the Reliant Cancer Screen.

The new names now appear on all communications from Counsyl. If you have any questions, please contact Counsyl directly.

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