Desktop Support Specialist (ADX-120-19)

| Greater Boulder Area | Hybrid
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COMPANY OVERVIEW:

 

ArcherDX, headquartered in Boulder, CO, is committed to the advancement of personalized medicine by making next-generation sequencing technology more reliable and accessible. We seek like-minded individuals who share our values of curiosity, passion and grit to meet these goals.

 

Make it happen by joining us in the fight against cancer.

 

POSITION SUMMARY:

 

 ArcherDX's patented chemistry and powerful bioinformatics software have placed us at the bleeding edge of the fight against cancer and other genetic diseases. You'll join a multidisciplinary team focused on improving and maturing the Enterprise Information System ecosystem.

The Desktop Support Specialist provides hands-on technical and administrative desktop support for our global team in the US and Europe. As a Desktop Support Specialist at ArcherDX you’ll use your expertise in operating systems, business application software and hardware to provide excellent support to our internal team. This position supports desktop computers and peripherals at ArcherDX’s headquarters and remote locations. Support includes monitoring jobs and responding to errors with the applications, the installation, configuration, testing and ongoing usability of desktops, peripheral equipment, software and other related equipment.

 

RESPONSIBILITIES:

 

Job performance will involve a variety of activities including:

  • The installation, configuration, testing, and ongoing usability of desktops, peripheral equipment, software, and other related equipment.
  • Ensure desktop computers (Mac and Windows) interconnect seamlessly with diverse systems including authentication services, file servers, email servers, application servers, database servers, and administrative systems.
  • Work with IS operations and applications teams as appropriate to determine and resolve problems received from internal departments.
  • Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Clearly and concisely document issue details and resolution using designated ticketing system.
  • Maintain excellent communication with all end users and other members of the IT department.
  • Provision users, computers, devices, and applications according to standard operating procedures.
  • Work with procurement system to purchase hardware, software, and computer supplies.
  • Maintain inventory of all hardware and software resources and parts in designated system.
  • Assess functional needs to determine specifications for purchases of new technologies and/or solutions.
  • Review, understanding, and compliance with ArcherDX HIPAA Security policies and procedures.
  • Safeguarding the privacy and security of protected health information and European Union personal data.
  • Processing and handling of European Union personal data only as directed by ArcherDX for purposes of personalized molecular pathology.
  • Willingness to travel to local offices up to 20% of the time.
  • Bring forth solutions to meet timelines when at risk.

 EXPERIENCE:

  • Minimum of 2 years experience in client/server environment.
  • Strong customer service skills – face to face and over the phone.
  • Excellent problem solving and analysis skills with the ability to troubleshoot issues remotely with end user.
  • Demonstrate a sense of urgency to help internal customers.
  • Strong background in desktop and device administration including at least one OS (Mac or Windows) and willing to gain strong experience in both.
  • Knowledge of laptop hardware components and related peripheral devices.
  • Knowledge of standard desktop software including Microsoft Office, Cisco AnyConnect Secure Mobility Client (or similar VPN software), Internet Browsers (Apple Safari, Mozilla Firefox, Google Chrome) and various desktop chat clients.
  • Solid understanding of networking (i.e. DNS, DHCP) as well as client networking connectivity (TCP/IP, Wifi, ethernet).
  • Experience with printers and medical device connectivity is a plus.
  • Experience with iOS and Android devices a plus.
  • Must have the ability to learn new software and hardware devices and adapt to changes in technology.
  • Must be able to carry lift and carry boxes containing computers, components, monitors, etc.

 

KEY ATTRIBUTES

  • Ability to work in a fast paced and dynamic environment.
  • High energy, self-motivated, approachable and articulate team player.
  • Ability to communicate successfully technical concepts to non-technical people.
  • Excellent oral and written communication skills.
  • Strong attention to detail demonstrating accuracy.
  • Good problem-solving skills; able to anticipate and recognize problems, diagnose root causes and take corrective action to prevent recurrence.
  • Flexibility to adjust quickly and effectively to frequent change and altered priorities.

 

EDUCATION:

  • High school diploma/GED required.
  • University Degree (completed or in-progress) in Computer Science, Computer Engineering, or Information System Technology or equivalent combination of education and industry experience is a plus.

 

 

 

 

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Location

Conveniently located minutes from downtown Boulder via Pearl Street or the Goose Creek Path. Easily commutable from all directions.

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