Help Desk Technician I – End User Support

The mission of the Allen Institute is to unlock the complexities of bioscience and advance our knowledge to improve human health. Using an open science, multi-scale, team-oriented approach, the Allen Institute focuses on accelerating foundational research, developing standards and models, and cultivating new ideas to make a broad, transformational impact on science.

The mission of the Allen Institute administration team is to provide support and structure to the scientific divisions. Coinciding with the team science approach, administration helps facilitate team learning and the overall mission of the institute.

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.

The Allen Institute believes that team science significantly benefits from the participation of diverse voices, experiences and backgrounds. High-quality science can only be produced when it includes different perspectives. We are committed to increasing diversity across every team and encourage people from all backgrounds to apply for this role.

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 50 pounds
• Fine motor movements in fingers/hands to operate computers and other office equipment
• Push/pull up to 50lbs
• Stooping, bending, crouching

Position Type/Expected Hours of Work

• This role is currently working onsite and remotely when possible, due to COVID-19 and our focus on employee safety. We continue to evaluate the safest options for our employees.

Additional Eligibility Qualifications

• In keeping with our focus on employee safety, all employees must be fully vaccinated against COVID-19 as a condition of employment unless a medical or religious exemption is approved. All employees will be required to keep their vaccination status up to date according to CDC guidance and our policy.

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.