Helpdesk Technician

Helpdesk Technician

At the Buck Institute, our work has the potential to transform healthcare by addressing aging, the leading risk factor for many serious diseases. We bring together talented and mission-driven scientists across disciplines to better understand the mechanisms of aging and develop approaches that help people live better, longer lives. Globally recognized as a pioneer in the field of aging research, the Buck is committed to advancing discoveries that may impact conditions such as Alzheimer's, Parkinson's, cancer, macular degeneration, heart disease, and diabetes.

The Buck Institute is seeking a talented and motivated Helpdesk Technician to join our Information Technology team. This role provides technical assistance and responsive, customer-focused support to the Institute's scientists and staff across a variety of computer systems, devices, software platforms, and meeting technologies. The ideal candidate will bring a strong foundation in macOS, Windows, and user devices, along with excellent communication skills, sound judgment, and a positive, can-do approach to service. This position reports to the Help Desk Manager and works closely with other IT team members to resolve helpdesk tickets and support departmental projects. This is a 100% in-person position based in Novato, California. Candidates must be authorized to work in the United States. Occasionally, weekend and/or after-hours support is required.

Key Responsibilities

• Hardware Setup & Troubleshooting: Set up, deploy, and maintain laptops, desktops, monitors, mice, keyboards, slide advancers, printers, and other peripherals.
• Audio/Visual Support: Provide audio/visual support for meetings, including Zoom Rooms, Zoom meetings, Microsoft Teams meetings, and related equipment.
• Operating Systems & Software: Troubleshoot technical issues on Windows and macOS systems. Support common software packages such as Adobe Creative Cloud and Microsoft Office. Provide basic support for specialized software (e.g., finance or scientific).

Administrative & Operational Support

• Procurement & Quoting: Source hardware, obtain vendor quotes, and assist with discontinuations or specialized hardware requests.
• Ticketing Systems: Use helpdesk ticketing software to manage, track, and resolve service requests.
• Resource Coordination: Coordinate digital resources such as shared folders, slide decks, software keys, and related documentation.

Customer Service and Communication

• Clear & Polite Communication: Craft professional and helpful emails to stakeholders, from administrative and scientific staff to executive leadership.
• In-Person Support: Deliver "desk-side" support and office visits for urgent technical issues and answer technical questions over the phone.
• Reliability & Professionalism: Be present on-site during high-priority events to ensure technical success.
• Mentorship: Teach users basic computer skills & explain technical information in a friendly, approachable manner. Create documentation for both technical and non-technical audiences.

Required Qualifications

• BSc/BA/BS in IT, Computer Science, another technical field, or relevant experience.
• 1+ year of helpdesk experience, or relevant service-oriented experience.
• Ability to diagnose and resolve basic technical issues.
• Ability to interview users about technical problems, identify key information, research solutions, and apply appropriate fixes.
• Excellent oral and written communication skills in English.

Preferred Qualifications

• Experience with Active Directory
• Experience with Microsoft 365
• Experience with Google Workspace
• CompTIA A+ certified or other IT certification

Compensation & Benefits

• Salary range $54,000 - $74,000, commensurate with experience and skills
• Comprehensive benefits including medical/dental/vision, PTO and paid parental leave, 401(k) with 5% employer match, and student debt repayment option.

To Apply Please submit your resume summarizing your relevant experience. If you live outside the San Francisco Bay Area, please include a cover letter confirming your willingness to relocate. Applications without one will be rejected.