Desktop Support Analyst
Onyx Pharmaceuticals, Inc. - San Francisco, CA

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This position is an integral part of the IT department that requires a commitment to customer service through quality, courtesy, technical expertise and teamwork. The Desktop Support Analyst installs, configures and maintains all desktop systems and workstations, and provides technical support regarding system configuration, program usage, and desktop problems to users in accordance with the organization’s written standard operating procedures. The Desktop Support Analyst also creates and maintains AD accounts and mobile communication devices.
Essential/Primary Duties, Functions and Responsibilities

Back-up responsibility for answering and triaging incoming Help Desk calls and electronic requests

Perform escalated call resolution and advanced problem resolution

Work collaboratively with other desktop analysts to resolve issues

Escalate issues to infrastructure and application teams and outside vendors upon exhausting troubleshooting options

Maintain accurate and up to date request documentation, tracking and resolution within ticketing system

Train junior staff members on processes and procedures

Document and maintain work instructions

Collaborate with IT management to review performance metrics

Communicate regularly and effectively with user regarding request status to ensure customer satisfaction and compliance with SLA standards

Provide instructions on use of desktop programs

Maintain and update workstation images

Deploy and maintain workstations and laptops

Assist users in use of AV equipment for presentations and video conferences

Active Directory identity management including distribution lists and security groups

BigFix patching of company-wide desktops and laptops

Management of wireless card accounts

Manage all mobile devices

Provide after-hours weekday and weekend phone coverage as needed

Provide constructive feedback

Other duties as assigned


Work Experience:
Minimum three – five years of professional, related work experience

Functional/Technical Knowledge & Skills:
Strong computer skills (Word, Excel, Outlook, etc.)

Strong knowledge of Windows operating systems in a networked environment

Ability to troubleshoot remote laptops via telephone

Knowledge of Cisco call manager phone system helpful

AA degree, technical certificate or equivalent

Other Requirements:
Ability to work independently and appropriately prioritize multiple tasks from all departments

Advanced critical thinking skills

Must be organized and have the ability to handle a large number of rapidly changing priorities and exhibit excellent flexibility and follow-up skills

Excellent written and verbal communication skills

Professional interaction and teamwork with others

Must have strong interpersonal skills, with the ability to work with many levels of management

Willingness to work flexible hours to ensure helpdesk coverage and task completion

About this company
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Onyx Pharmaceuticals, Inc. (Onyx) is a biopharmaceutical company engaged in developing therapies that target the molecular mechanisms that...