IT Support Engineer

IT Support Engineer

Baylor Genetics is an industry leader in genetics testing looking to bring our technology in line with our scientific excellence. We believe in crafted software, in end-to-end ownership of projects and short iterations. The company continues to grow rapidly and services major medical centers, individual physicians, and genetic counselors across the entire US. We are at the forefront of genetics testing research and are working to bring our products to many new customers. We believe quality software is best built iteratively, with end-to-end ownership of projects, focus on user needs, and the right tools. To deliver quality software requires a strong infrastructure and deployment pipeline that allows for an elastic, efficient, fault-tolerant, and secure platform. If you feel you want to be part of the challenge of creating a great software platform that drives a cutting-edge business, we are looking for an IT Support Engineer to join a rapidly growing team that will work in improving the way our organization accomplishes its goals. The team has a strong focus on delivery & stability and closely collaborates with all business units to iterate on improving its success metrics. The IT Support Engineer will work collaboratively with our Systems Engineer and DevOps Engineer to provide technical assistance and support related to computer systems, hardware, and software. They will resolve requests by providing on-site support for installation, relocation, modification, diagnosis, and repair of all systems and associated peripheral equipment. This position serves as the first point of contact for all remote/on-site employees and is responsible for answering queries and addressing them in a timely and professional manner using our JIRA support system. They will provide customer satisfaction and minimize hardware/software systems downtime.

Essential Job Functions

Troubleshoots hardware and software problems. Assists in moving computer equipment. Installs new computer equipment. Installs specific software packages, including but not limited to, operating systems, word processing, or spreadsheet programs. Assembles new computers including hardware and peripheral components, such as keyboards, printers, and disk drives. Resolves requests using approved methods in accordance with established procedures and service levels. Documents all resolutions including all bug fixes. Follow up with all customers to ensure work orders are completed and to ascertain customer satisfaction. Performs other job-related duties as assigned.

You Might Be A Good Fit If You:

Have experience closely collaborating with development and infrastructure teams. Have experience working in highly virtualized public and private cloud environments. Know how to use configuration management and orchestration tools to rapidly deploy and manage highly consistent, prescriptive environments. Recognize the importance and be able to generate excellent documentation and diagrams. Can balance idealism and pragmatism in a fast-paced work environment. Possess self-management skills with a continuous improvement mindset. Pay attention to detail and constantly drive to deliver value. Are excited to build an efficient and durable environment and delivery pipeline from the ground up. Enjoy being part of a highly collaborative team where everyone works together to improve our organization and our own skill set. Are excited to learn new technologies and practices that can drive an organization into the future. It is not expected that you have expertise in all these areas. We are looking for professional engineers, who can quickly learn and adapt as our systems and situation changes, rather than a rigid skillset.

Requirements

A+ or MCP Certification or equivalent demonstrated knowledge. Preferred: MSCE Certification or equivalent demonstrated knowledge.