IT Helpdesk Technician

FULGENT THERAPEUTICS LLC is seeking an on-site IT Help Desk Technician in Alpharetta, GA to support day-to-day technology needs across the office environment. In this role, you will help keep computer systems secure and operational while assisting staff with troubleshooting, installs, updates, and user support. You will also contribute to network reliability and the monitoring of key infrastructure like servers, phones, and printers.

What you’ll do

• Establish and maintain security and permission profiles aligned with business needs, including compliance and management controls.
• Install, modify, and perform minor repairs to personal computer hardware and software, while providing technical assistance and training for system users.
• Manage user access through intra-office network administration, including implementing new programs and controlling access.
• Improve and maintain network availability and security, including monitoring and troubleshooting network problems.
• Plan and schedule updates, and solve and document issues that impact connectivity or network function.
• Recommend and evaluate new equipment, then coordinate equipment sourcing and purchasing.
• Design and ensure proper installation of software and equipment, including replacing defective or inadequate software packages.
• Coordinate with employees for support issues, provide status updates, and share progress information using voice mail, e-mail, or in-person communication.
• Set up standard operating procedures and follow up on problem cases to ensure policies are followed, missing equipment is returned, and/or fees are handled.
• Monitor and maintain infrastructure including Servers, Network, UPSs, Phones, and Printers.
• Maintain inventory by monitoring changes and updating records as equipment and services change.
• Handle printer maintenance tasks such as replacing toner, filling paper, clearing jams, replacing parts, and ordering service and parts.
• Support work across servers and workstations, software troubleshooting, and fixing connections between equipment.
• Assist with checking equipment in and out, backup file support when needed, and setup for events (computers, tables, and power).
• Support staff meetings and functions, including moving workstations when space is reassigned.
• Reset staff passwords, add and edit groups, and manage help desk support as issues arise for staff.
• Check emails daily for new memos and repair-related updates.
• Help train and supervise intern workers, and work with them to ensure computers are updated and that they understand how to work across different systems.
• Train staff in the use of Office and its benefits.
• Refer major hardware problems to service personnel for correction.
• Set up systems for staff and provide ongoing support for staff technology needs.

Skills and qualifications

• Associate degree; or two years of support experience in complex systems software and support; or an equivalent combination of education and experience.
• Knowledge of programming languages and operating systems.
• Experience with current equipment and technologies, including system administration, enterprise backup and recovery procedures, and system performance monitoring tools.
• Effective project management techniques.
• DHCP Management: 1 year; DNS Management: 1 year.
• Microsoft Office: 1 year; Google Apps G Suite or Office 365: 1 year; VPN: 1 year.
• Server Management: 1 year; Active Directory: 1 year.
• Help Desk: 2 years.
• Network Troubleshooting: 1 year.
• 2+ years experience with Microsoft Windows server environment.
• 2+ years experience with Microsoft Active Directory 2012.
• 2+ years experience with Microsoft applications (Office 2010, 2013, and 2016).
• LAN/WiFi/VPN networking skills and TCP/IP concepts.
• Personal computer skills with tools including Google Suite, Microsoft Office, Excel, PowerPoint, SharePoint, and Outlook.
• Ability to communicate technical and complex information verbally and in writing.
• Strong ability to collaborate and maintain trust and credibility.
• Capacity to perform multiple tasks concurrently and respond effectively to emergency situations.
• Excellent organizational skills and attention to detail.
• Frequent study and training to maintain high quality end-user technical support.
• Ongoing technical professional development with associated certifications.
• Working knowledge of multiple web design technologies, including HTML.
• Valid GA driver’s license and auto insurance.
• Ability to lift up to 50 lbs.

Tools and technologies you’ll work with

• Microsoft 365, Office 365, Microsoft Office (including 2010, 2013, and 2016)
• Google Apps G Suite / Google Suite
• Microsoft Active Directory / Active Directory (including Microsoft Active Directory 2012)
• VPN, DHCP, DNS, Microsoft Windows server environment
• LAN, WiFi, TCP/IP
• Excel, PowerPoint, SharePoint, Outlook
• HTML
• Office (and its benefits)

Reports to: IT Supervisor