Senior Desktop Support Specialist

How You Will Achieve More:

This role directly reports to Intellia’s Director, IT Operations and works closely with all areas of the organization as well as the Company’s vendors. The Senior Desktop Support Specialist will provide L2/L3 escalation desktop support and problem resolution for Intellia’s office and laboratory systems. The Senior Desktop Support Specialist will respond to break/fix requests for technical support and assistance for all workstations, laptops, peripherals and software applications. 

Responsibilities:

• Identify and remediate trends with ongoing issues and problems.
• Triage and assign tickets in the Helpdesk queue.
• Level 2/3 escalation for the desktop support team to troubleshoot complex tickets and issues.
• Place orders as needed and maintain hardware and software inventories.
• Provide escalation support for end-user support for computers running Windows 10/11 and Mac OS and ensure that break/fix tickets are resolved according to Intellia’s defined Service Level Agreements.
• Perform software and hardware installations and upgrades as needed.
• Documents, tracks, and handles helpdesk calls and/or escalate problems when necessary.
• Responsible for weekly and monthly maintenance tasks on lab workstations and ensures critical data is being backed up and/or synchronized to network resources. 
• Troubleshoot print, copy, and scanner issues, escalating calls to support vendors when necessary

Supervisory Responsibilities

• Recruit, interview, hire, and train new contingent workers in the team
• Oversee the daily workflow of the group and assign tickets and task/projects to the team
• Provide ongoing coaching, mentoring, and development for the contingent workers

About You:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Must have experience in Windows 10/11, Office365, Entra ID, Microsoft Intune, Microsoft Teams and calling, Jamf and common antivirus tools
• Bachelor’s degree or equivalent experience
• 3-4 years of experience with Desktop support.
• Experience in Life Sciences industry a plus.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.
• Walk couple of miles between buildings

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EEOC Statement: Intellia believes in a diverse environment, and is committed to equal employment opportunity for all its employees and qualified applicants. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Intellia will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Applications are accepted on a rolling basis, and will continue to be accepted until the position is filled at which point the position will be taken down.

The base salary for this position is expected to range between $80,703.00 - $98,637.00 USD per year.

The salary offered is determined based on a range of factors including, but not limited to, relevant education and training, overall related experience, specialized, rare or in-demand skill sets, internal comparators and other business needs. Upon joining Intellia, your salary will be reviewed periodically and additional factors such as time in role and performance will be considered. Intellia may change the published salary range based on company and market factors.

Additional compensation includes a performance-based annual cash bonus, a new hire equity grant, and eligibility to be considered for annual equity awards the value of which are determined annually at the Company’s discretion.

For more information about Intellia’s benefits, please click here.