(1 Year) Intern - Corporate Groups - Pharma Informatics - Onsite Support (2) Genentech 649 reviews - South San Francisco, CA Full-time, Temporary, Contract, Internship The Genentech Onsite Support Internship Program lasts 12 months in duration and supports Interns who have recently graduated and are able to work 40 hours a week. If you are passionate about customer service, love technology, and want to have some fun while you work, then this Internship opportunity is for you! This program also provides our interns with the opportunity to take full advantage of Genentechs many career-building resources and learn more about other potential career interests within IT. This opportunity provides a rich mix of technical, process, and soft skill training, along with introductions to various parts of Genentech and real world experience providing technical support to our Genentech community. The objective of this program is to build a strong employee pipeline for IT Americas by providing a challenging, rewarding, and supportive environment where recent graduates build their IT skills through hands-on practical experience, while gaining knowledge about Genentechs business, culture, and values. Onsite Support Overview/Summary This role provides tier 2 technical support for our Genentech end-users. Applicants should be skilled at providing support in a complex, fast-paced environment. Must be able to communicate effectively with technical and non-technical users through 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 information technology is a plus, including both hardware and software. Experience with supporting operating systems, devices and applications 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. Position Requirements 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. 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 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 * Open 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 Qualifications * 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.BA or BS degree required * Located in the Bay Area * Cumulative GPA above 3.0 * 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 * Able to commit to this internship program for 12 months (starting in Q2 2018) 1 hour ago - save job - original job Apply On Company Site Other jobs you may like Senior Member Support Specialist Credit Karma - San Francisco, CA 17 days ago Senior Desktop Support Specialist Sentient - San Francisco, CA 30+ days ago Child Support Officer II City & County of San Francisco - San Francisco, CA 13 days ago * Jobs at Genentech in South San Francisco, CA Genentech Genentech 649 reviews Genentech, now a member of the Roche Group, is a leading biotechnology company that discovers, develops, manufactures and commercializes... 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