Client Technology Analyst II

Dixon, California

Job ID: 00425899

Who We Are

At the Roche Group, about 80,000 people across 150 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 30 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. The headquarters for Roche pharmaceutical operations in the United States, Genentech has multiple therapies on the market for cancer and other serious illnesses. Please take this opportunity to learn about Genentech, where we believe that our employees are our most important asset and are dedicated to remaining a great place to work.

The Position

Position:
Primary duties consist of the application of systems analysis techniques, including consulting with users to determine hardware, software or system functional specifications for client computing technologies. Develops and tests customized and automated configurations and monitoring capability specific to business needs. Creates documentation and training material and trains support personnel. Evaluates, maintains, modifies and documents client computing device changes and root cause analysis. Provides tier-3 technical support, guidance and expertise for projects and initiatives. Can independently make decisions that impact the project level and influence decision makers. Acts as team lead supervising other team members and able to represent manager in meetings making decisions relating to area of subject matter expertise.

Job Responsibilities:

• Troubleshoot multiple computer platforms: Windows, Macintosh, and Mobility Devices.
• Support multiple enterprise and department applications including: e-mail, calendar/scheduling, word processing, spreadsheet, presentation, working knowledge of Office Suites for MAC & PC, internet browsers, FileMaker Pro, and various research business systems.
• Provide basic network configurations: LAN, WAN, wireless, VPN.
• Support mobile users who work at home, travel, or work from a remote office, using remote console software.
• Install and upgrade software and operating systems.
• Support video and audio conferencing requests.
• Troubleshoot networked and local printers. Identify and resolve hardware and software application conflicts.
• Perform upgrades to hardware and arrange for hardware repairs when necessary.
• Open and close service requests, as well as manage the assignment, tracking, and completion of requests.
• Coordinate with other site and corporate IT staff in the resolution of issues. Ensure that resolutions are consistent with standards and do not introduce additional conflicts. Document resolutions, workarounds, and frequently asked questions for problems and service requests.
• Execute the delivery of services per Service Level Agreements to customers in support of a 24x7 mission critical environment.
• Manage user accounts, access rights, device and print queues. Provide security management/administration.
• Keep current documentation on systems, such as hardware and software manuals, system site guides, change control, license agreements, and service contracts.
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Who You Are

Education and Experience:

• BS degree in Computer Science desireable
• Minimum of 5 years of related experience.
• Appropriate certifications for desktop and applications support 

Knowledge, Skills, and Abilities:

• Outstanding customer service and interpersonal skills.
• Ability to work in a team environment.
• Develop technical solutions to a wide range of difficult problems Solutions are imaginative, thorough, practicable, and consistent with organization objectives.  Skilled in root-cause analysis.
• Communicate clearly with technical and non-technical audiences, both verbally and written.Demonstrated communication and interpersonal skills (oral, written, telephone) including diplomacy, tact, and flexibility to interact effectively and respond to employees and outside contractors with technical and non-technical problems
• Strong organizational skills and ability to prioritize tasks among many competing requests.
• Professional appearance, attitude, and demeanor.
• Must possess an in-depth knowledge of PC and Mac software and hardware for both desktop and laptop machines.
• In-depth knowledge of Microsoft Office suite of applications.
• Must have a good understanding of web conferencing and mobility technologies and an understanding of audio visual equipment as it relates to PC/Mac platforms.
• Experience supporting mission-critical production systems in an enterprise environment
• Ability to prioritize, plan and report status at the project level. Can frame approaches and timelines for project work.
• Skilled at setting priorities to complete tasks / projects within scheduled timeframe
• Strong analytical skills for effective troubleshooting and problem solving
• Encourages others in fostering effective teamwork and actively solicits ideas from others.
• Complete understanding and application of tools, principles, concepts, and techniques related to requirements, data, usability and process analysis. Intermediate level knowledge of other related disciplines.
• Can lead small projects and mentor/lead individuals in workgroup. Plays lead role responsible for key deliverables (on behalf of multiple resources) on projects. Represents workgroup on project teams and influences the decisions and direction of project. Serves as the “go to” resource for the work group or project team.
• Determines methods and procedures on new assignments and coordinates activities of others in a technical lead role.
• May lead members of their functional team on medium project teams.  May act as a team lead supervising other members of their functional group.  Able to represent manager at meetings and in making basic decisions.  Able to influence key decisions within area of expertise.

The next step is yours. To apply today, click on the "Apply online" button below.
Genentech is an Equal Opportunity Employer.

 

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Job Facts

Job Function

Information Technology

Location

United States - California
Dixon

Company/Division

Pharmaceuticals

Schedule

Full-time

Job type

Regular Employee

Job Level

Experienced