(1 year) Intern - Pharma Informatics, Onsite Support

South San Francisco
California, United States of America

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The Position

Length: 1 year

Start date: May 2019


  • Troubleshoot multiple computer platforms and hardware/software, including but not limited to: Windows, Macintosh OSX, iOS devices, tablets, desktops, laptops, etc.
  • Support multiple enterprise and department applications.
  • 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 as necessary.
  • Troubleshoot networked and local printers. Identify and resolve hardware and software application conflicts.
  • Perform upgrades to hardware and arrange for hardware repairs/re-images when necessary.
  • pen and close tickets - manage the assignment, tracking, and completion of incidents/requests.
  • Collaborate with other site and corporate IT staff in the resolution of issues.
  • Expected to populate the Knowledge Base frequently and document resolutions, workarounds, and frequently asked questions for problems and service requests.
  • Execute the delivery of services per Service Level Agreements to customers.
  • Expected to propose process improvement initiatives and help identify and implement innovative solutions for customers.
  • Meet all departmental metrics and specified Key Performance Indicators.


Applicants must have graduated within the last 12 months from an accredited four-year school. A major in Computer Science, Information Technology (IT), or an equivalent technical field is required.

  • Located in the Bay Area
  • Cumulative GPA above 3.0
  • Able to commit to this internship program for 12 months (starting in Q2 2019)
  • Able to work 40 hours per week
  • Experience providing onsite and/or remote technical support to end users in PC and Mac environments is a plus.
  • Basic knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet).
  • Experience with ticket escalations and troubleshooting hardware/software/mobile devices preferred.
  • Must be highly accountable and results oriented.
  • Persistence, resourcefulness, drive and ability to work proactively.
  • High aptitude for learning.
  • Outstanding customer service and interpersonal skills.
  • Ability to work in a team environment or independently.
  • Provides resolutions to a variety of technical problems of moderate scope and complexity.
  • Communicates clearly with technical and non-technical audiences, both verbally and written.
  • Strong organizational and multi-tasking skills, along with the ability to prioritize tasks among many competing requests.
  • Professional attitude and demeanor.

Who We Are

A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.

The next step is yours. To apply today, click on the "Apply online" button.

Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.

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