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Technical Support Analyst - Tier 2 (Temporary)

Apply Share Job ID 1012 Category Information Technology Job Location Redwood City, California Posted Date 06/19/2018


A temporary position at Genomic Health is an opportunity for an individual to obtain hands-on experience in a dynamic environment. The position requires both technical and interpersonal skills.

· 1st line phone support - troubleshooting of IT related problems for onsite / remote users. (Software /hardware, such as Mobile Phones, Laptops, PCs and Printers)
· Responsible for ticket triage and management of various ticket queues
· Very Strong focus on first call resolution of reported issues
· Escalate unresolved calls to the appropriate support team members
· Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
· Participate in recurring Global Service Desk meetings and conference calls and provide input on how to improve customer satisfaction.
· Maintain a high degree of customer service for all support queries and adhere to all service management principles
· Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
· Mobile Phone account management and provisioning.
· Provide A/V support and training for all onsite conference rooms

Position Requirements
· Excellent communication skills and customer service oriented.
· Excellent organizational and time management skills
· Must be a team-player

· 1 year of previous IT Service Desk and/or Call Center experience
· Incident Management experience - Managing incidents including business expectations and communication
· Basic User & Security Group Active Directory administration
· Strong grasp of basic security principles and practices as it pertains to a business environment
· Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 365 suite of applications.
· Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
· You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
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If you want to be part of a team that prides itself in teamwork and developing cutting-edge technology at Genomic Health, apply today!