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Intern - Corporate Groups - IT Deskside Support Technician

South San Francisco
California, United States of America


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The Position

Duration: 

1 Year

Target Start Date: 6/2/2020

Target End Date 6/4/2021

Overview: At SSF Onsite Support, we provide swift IT support for the SSF campus, ensuring that all business groups can work smoothly and seamlessly. 

Responsibilities

This role provides tier 2 onsite technical support to Genentech end-users. Applicants should be skilled at providing support in a complex, fast-paced environment and must be able to communicate effectively with technical and non-technical users via a variety of channels (in-person, IT Bar, over the phone, via email, chat, etc.). This position also contributes to producing end-user documentation, knowledge base articles, and training materials.



Familiarity with troubleshooting information technology is a pre-requisite, including both hardware and software. Experience with supporting operating systems, devices and applications in a corporate environment is preferred. Technicians in this position contribute to the completion of milestones associated with specific projects and respond to escalations with the proper degree of urgency, flexibility, resourcefulness, determination, and accountability. Adaptability is a necessity, as this position will require a balanced mixture of self-reliance and teamwork.



Job Responsibilities:

  • Troubleshoot multiple computer platforms and hardware/software, including but not limited to: Windows, Macintosh OSX, iOS devices, tablets, desktops, laptops, etc.
  • Support multiple enterprise, departmental, and specialized applications.
  • Be an integral part of a team that supports ~17k+ customers onsite, plus mobile users who work remotely.
  • Install, upgrade, and support all standard software and operating systems.
  • Provide basic network configuration support: LAN, WAN, wireless, VPN.
  • Support video and audio conferencing requests as necessary.
  • Troubleshoot networked and personal printers.
  • Identify and resolve hardware and software application conflicts.
  • Perform OS upgrades, re-images, and data transfers. Arrange for hardware repairs and tech refreshes when necessary.
  • Open and close tickets - manage the assignment, tracking, and completion of incidents/requests.
  • Collaborate with local, regional, and global IT staff members in the resolution of issues.
  • 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 and meet all departmental metrics and specified Key Performance Indicators.
  • Expected to propose process improvement initiatives and help identify / implement innovative solutions for customers.
  • Occasional (infrequent) business travel within the United States may be required to support Commercial offsite events.

Qualifications

Applicants must have graduated within the last 24 months from an accredited four-year school. A major in Computer Science, Information Technology (IT), or an equivalent technical field is required.

 

  • BA or BS degree required
  • Located in the Bay Area
  • Cumulative GPA above 3.0
  • Able to commit to this internship program for 12 months (starting in Q2 2020)
  • 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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