Sanford Burnham Prebys is a preeminent, independent biomedical research institute dedicated to understanding human biology and disease, and advancing scientific discoveries to profoundly impact human health.

A HELP DESK SPECIALIST I position is available in the Information Technology department.  Under general direction, the Help Desk Specialist will provide deskside, phone, remote and email support for Macintosh and PC hardware and software. The Specialist will work on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice. This position normally follows established procedures on routine work and requires instructions only on new assignments.

Primary Responsibilities

• Configures, diagnoses, identifies and resolves Tier 1-2 issues hardware, software and printing issues in blended PC, Mac and smartphone wired and wireless enterprise environment
• Performs software and hardware installations and adheres to established asset tracking and licensing agreements
• Works independently and tenaciously pursues resolution to a variety of issues using technical knowledge, tools and organizational resources
• Documents all requests, troubleshooting efforts, and resolutions in the organizations ticketing system and keeps end user informed of staff
• Creates and/or revises existing end user instructions, technical documentation or procedures as needed
• Provides end-user training for systems and software products
• Participates in and support help desk initiatives and projects
• Coordinates maintenance and repair of organizational assets with outside vendors
• Assists with workstation relocations, phone programming, moves and installation, and other related duties and tasks as required or assigned
• Follows established escalation procedures and alerts management to outages, priority issues, recurring problems and patterns

Required Skills Required Experience

• High School diploma and two years of related work (preferably in a scientific computing environment) experience or an equivalent combination of education, training and/or experience from which comparable knowledge, skills and abilities have been attained
• Experience supporting a dynamic environment of >500+ end users utilizing an ITSM software tool such as Service Now preferred
• One or more CompTIA A+, Security+, ITIL, Windows 7 or OS X certifications preferred

Knowledge, skills, and/or Abilities

• Demonstrated knowledge of Macintosh and PC related software and hardware, knowledge of productivity applications (e.g. Microsoft Office Suite) and familiarity with ticketing systems required
• Solid technology background with the ability to execute on assigned tasks and support management led projects to execution
• Adheres to IT Department and organizations policies, procedures and best practices
• Work independently as well as in a team environment
• Be responsible and have strong time management skills
• Demonstrate professional communication and interpersonal skills
• Professional proficiency in Microsoft Office
• Embody the Institute’s core values of Commitment, Collaboration, Communication, Community and Compassion

The scientists at Sanford Burnham Prebys Medical Discovery Institute are making research breakthroughs in cancer, neuroscience, immunology, and children's disease. We are also at the forefront of finding solutions for emerging health threats such as COVID-19, where we are working to identify drugs that may help millions of people. During our more than 40 year history, we have established an NCI-designated Cancer Center, designed one of the most sophisticated drug discovery centers in the nonprofit world, and created global collaborations that are leading to preventions, treatments and cures to improve human health. 

_Sanford Burnham Prebys Medical Discovery Institute is an Equal Opportunity Employer – M/F/Veteran/Disability – committed to the hiring, advancement and fair treatment of all individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other protected status as designated by federal, state or local law.  For additional information about your rights as an applicant, click HERE. _