Help Desk Technician I - End User Support

Job Description

Job Description

Help Desk Technician I – End User Support

The Allen Institute accelerates science for a healthier world through large-scale research designed to answer some of the most complex questions in biology. Our multi-disciplinary teams generate foundational knowledge, tools, and data to understand how our brain, cells, and immune system work. We share our work openly so others can build on it, move faster, and ask bigger questions. We drive discovery forward and create new possibilities for improving human health.

The mission of the Administration team is to enable the people and science of the Allen Institute. We connect teams, steward resources, and build strong systems that give our accelerators the stability and flexibility to pursue ambitious questions, collaborate across disciplines, and share their work openly.

This role will be part of a small team that supports our diverse and dynamic IT environment for our Windows and Mac-based end users. This role involves answering questions and resolving computer problems for clients in person, via telephone or electronically. The individual in this role will provide assistance concerning the use of computer hardware and software, including printing, installation, office products, and electronic messaging. The individual will effectively multitask and manage priorities in a fast-paced setting.

At the Allen Institute, we believe that science is for everyone – and should be open to everyone. We are dedicated to combating biases and reducing barriers to STEM careers more broadly.

We also believe that science is better when it includes different perspectives and voices. We strive to make the Allen Institute a place where everyone feels like they belong and are empowered to do their best work in a supportive environment.

We are an equal-opportunity employer and strongly encourage people from all backgrounds to apply for our open positions.

Essential Functions

• Provide timely Tier 1 Help Desk support for the Windows, Mac, and Linux environments to Allen Institute end users
• Follows procedures for incident escalation and notification to leadership
• Follows all End User Support’s Standard Operating Procedures
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity)
• Installs, configures, and supports hardware, software and peripherals to end user workstations
• Assist in the support of audio/visual equipment while leveraging our third-party service provider
• Performs IT-related Move/Add/Change duties for all onsite Institute employees
• Perform IT-related setup, support, and breakdown for large institute meetings, including audio/visual equipment
• Keep abreast of emerging technologies
• Track our IT hardware and software asset inventory
• Assist in the procurement of IT Hardware and Software
• Balance the demands of daily and routine assignments with long-term projects
• Develop strong relationships with internal customers, vendors, affiliates, and peers

*Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.*

Required Education and Experience

• Bachelor’s degree, relevant certificate, or extensive on the job training

Preferred Education and Experience

• Bachelor's degree in Computer Science or IT related field
• Minimum of 1-2 years of experience in supporting computing resources
• Working experience with Office 365 suite and toolsets
• Working experience with Windows and Mac computing resources
• Experience with IT Knowledge Base and ticketing system
• Experience reimaging workstation using operating systems deployment tools
• Strong background in troubleshooting and customer service, as well as excellent communication

Physical Demands

• Occasional lifting to 30 pounds
• Fine motor movements in fingers/hands to operate computers and other office equipment
• Push/pull up to 50lbs
• Stooping, bending, crouching
• Reaching, or climbing ladders

Position Type/Expected Hours of Work

• This role is currently working onsite and is expected to work onsite for the majority of working hours. The primary work location for this role is 615 Westlake Ave N., with the flexibility to work remotely on a limited basis.
• This is a critical job and expected to report for onsite work regardless of weather conditions
• Rotating evening and weekend on-call coverage
• Occasional evening and weekend hours required

Annualized Salary Range

• $54,250 - $66,450 *

* Final salary depends on the required education for the role, experience, level of skills relevant to the role, and work location, where applicable.

Benefits

• Employees (and their families) are eligible to enroll in benefits per eligibility rules outlined in the Allen Institute’s Benefits Guide. These benefits include medical, dental, vision, and basic life insurance. Employees are also eligible to enroll in the Allen Institute’s 401k plan. Paid time off is also available as outlined in the Allen Institutes Benefits Guide. Details on the Allen Institute’s benefits offering are located at the following link to the Benefits Guide:

It is the policy of the Allen Institute to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Allen Institute will provide reasonable accommodations for qualified individuals with disabilities.