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IT Support Engineer at 10x Genomics

Pleasanton, California, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Feb, 26

Salary

0.0

Posted On

15 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Windows, macOS, SaaS, Okta, Google Workspace, Zoom, Slack, Kandji, Intune, A/V Support, Communication, Customer Focus, Problem Solving, Prioritization, Documentation

Industry

Biotechnology Research

Description

Provide day to day technical support to users (onsite and remote), assisting them with their workstations, laptops, productivity software, and audio/visual systems. Provide white-glove support for our executive leadership when necessary Provide A/V support for our conference rooms and webinars Manage incident lifecycle through our ticketing systems (Asana/ServiceNow), ensuring accurate documentation, timely communication, and adherence to SLAs. Conduct hardware diagnostics, repair, and replacement for desktop computers, laptops, and peripherals. Collaborate with other teams to provide technical and customer support Deploy, configure, and maintain standardized corporate images and software packages using MDM tools (Microsoft Intune, Kandji). Develop and maintain clear, up-to-date documentation (Knowledge Base articles, process guides) for complex troubleshooting procedures. 3 years of hands-on IT Support/system administration experience 3 years supporting and provisioning Windows and macOS devices Experience supporting a large SaaS environment (Okta, Google Workspace, Zoom, Slack, Kandji, Intune, etc) Experience administering Okta, Zoom, and/or Google Workspace Experience with A/V support (ie. conference rooms, webinars, etc) Exceptional Communication: Must be able to clearly articulate complex technical problems and solutions to both highly technical and non-technical users (verbal and written). Customer Focus and Empathy: Proven ability to remain patient, calm, and professional while assisting highly frustrated or anxious end-users. Analytical Problem-Solver: A methodical, logical approach to troubleshooting, with the determination to identify the root cause of an issue rather than just applying quick fixes. Prioritization: Ability to effectively manage and prioritize a dynamic workload of high-priority incidents and assigned projects.

Responsibilities

Provide day-to-day technical support to users, assisting with workstations, laptops, productivity software, and audio/visual systems. Manage incident lifecycle through ticketing systems, ensuring accurate documentation and timely communication.