At Genapsys we are working to transform the human condition by building an affordable, scalable genomic ecosystem that empowers research and diagnostics. Powered by semiconductor chip-based electronic sequencing technology, our platform will be a modular and accessible system that will enable highly accurate, scalable, and affordable sequencing for a variety of applications. We believe in a world where every researcher and clinician can perform their sequencing on-site, enabling easy and rapid access to actionable insights based on genomic data.  Join us and let’s work together to unlock universal access to genomic sequencing.

About the Role:

The IT Support Analyst will support our internal customers with high quality, rapid IT service and help manage on-site employees requests for service, workstations, servers and network infrastructure. In this position, you will have the opportunity to continue learning how to provide white glove service and advance your skill set with a multitude of state of the art IT technology.  You will apply technical skills and creativity in support of our scientific research and development for Genapsys DNA Next Gen Sequencing (NGS) platform. This role reports to the Vice President of Information Technology.

Responsibilities: 

• Provide timely attention to address all internal helpdesk requests for all employees regardless of location
• Performs daily ticket maintenance and management. Follows up on requests and annotates tickets meticulously as appropriate with status updates/progress.
• Provides white glove service with a customer service orientated posture
• Installs software and administers system capabilities
• Assists with planned maintenance and related administration duties
• Participates in the creation and maintenance of documentation, work instructions and configuration standards
• Manages active directory and makes changes as needed
• Assists with IT Coordination and support of collaboration software usage such as Slack, Ringcentral, E-Mail and Office 365
• Makes recommendations on system and process enhancements based on user feedback
• Responsible for awareness and knowledge of ITIL processes, information security, and other compliance measures to maintain IT best practices
• Images and provides logistical support for end user workstation deployment
• Participates in escalation support and connecting users who need assistance to solutions

Qualifications: 

• Bachelor's Degree or Certification in IT
• 1+ years of working in IT Operations or Customer Support
• Resourcefulness, critical thinking and problem-solving aptitude
• Excellent working knowledge and hands-on experience on managing computer systems and servers, security, network, system administration, database, and data storage systems.
• Strong & motivated willingness to learn, handle tasks and be a “self-starter”
• 1+ years of experience in Microsoft windows Server OS administration
• 1+ years of demonstrated ability to solve issues with innovative solutions
• Ability to self-manage day to day tasks without direct attention
• Prior experience with a IT ticketing system such as ServiceNow, Samange, Jirra or other
• Able to analyze customer needs and reach acceptable solutions including de-escalation of attitudes when needed for quality customer service
• Able to maintain confidentiality of information, systems, and employees
• Experience administering Microsoft AD, ADFS, DNS, DHCP or similar

What we offer (US based-employees):

• Competitive compensation and generous stock options.
• Comprehensive, industry-leading medical, dental and vision benefits for employees and dependents.
• Pre-tax savings plans for health care, child care, elder care, public transportation and parking expenses.
• 401(k) retirement plan with matching employer contribution.
• Free daily catered gourmet lunches and snacks for onsite employees in Redwood City.
• For those emergency moments - long and short term disability, life insurance (2x salary) and an employee assistance program.
• Work with driven and enthusiastic colleagues in a fast-paced and entrepreneurial environment, the opportunity to work on problems that matter in a highly collaborative environment.

At this time, we can only consider applicants with authorization to work in the United States on a permanent, full-time basis; unfortunately, we cannot provide visa sponsorship.

A diverse and inclusive workplace where we learn from each other is an integral part of Genapsys' culture. We actively welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a great place to work. Join us and help us achieve our mission!

Genapsys has a robust COVID-19 prevention plan in order to keep our team members as safe as possible. This plan includes a requirement that all employees, contractors and visitors are fully vaccinated against COVID-19 (or receive an approved medical or religious exemption) prior to working on site at any Genapsys location. Please contact [email protected] if you have any questions.