We are looking for a highly skilled individual who is passionate about providing world-class customer service & technical support to Genentech end users. As an Onsite Support Systems Specialist, you will assist with organic walk-ups and pre-booked appointments at our 5 IT Bar locations across the South San Francisco campus. You will also have the opportunity to contribute to innovative work on global agile products & proactively solve and/or prevent complex issues.

Your Key Responsibilities

• Troubleshoot multiple computer platforms and hardware/software, including but not limited to: Windows, Macintosh OSX, iOS devices, tablets, desktops, laptops, etc.
• Provide resolutions to technical problems of varying scope and complexity
• Support hundreds of enterprise and departmental applications
• Install and upgrade software and operating systems, identify and resolve hardware and software application conflicts, perform system repairs/re-images when necessary.
• You contribute to the completion of milestones associated with local & global efforts & initiatives.

Who You Are

• Minimum High School Diploma with 4+ years of experience in relevant positions. Bachelors Degree in an IT discipline preferred.
• You thrive under pressure & are skilled at providing on-demand technical support in a complex, fast-paced, user-facing environment. You have experience with walk-up IT support, deskside support, and providing virtual assistance to users working remotely.
• You have strong organizational and multi-tasking skills, along with the ability to prioritize tasks among many competing requests.
• You have outstanding customer service and interpersonal skills & communicate clearly with technical and non-technical audiences (both verbally and written) via a variety of channels (in-person, IT Bar, over the phone, via email, chat, etc.).
• You are passionate about initiating process improvements. You are an expert in supporting both Macs & PCs. You are familiar with ServiceNow. network troubleshooting, Active Directory, and scripting.

This position is not eligible for relocation support.

The expected salary range for this position based on the primary location of California is $68,900 to $127,900. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

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Genentech is an equal opportunity employer, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.