Desktop Support Specialist

Cell Signaling Technology, Inc. (CST) is a private, family owned, worldwide leader in the development and commercialization of antibodies, assays and research tools. As a company of scientists for scientists, we have developed XMT technology, a proprietary method to develop exceptional monoclonal antibodies, PTMScan, a technology to discover protein post-translational modifications, and PhosphoSitePlus, an online resource for investigation of post-translational modifications. We are passionate about our role in contributing to the life science industry's advancing of the human condition through accelerating the discovery and development of innovative therapies for human disease. We are fully committed to developing new research tools to help define the mechanisms underlying cell function and disease, thereby broadly accelerating progress in biomedical research and medicine.

Position Summary:

The Desktop Support Specialist provides day-to-day support to the company's 600+ employees worldwide, including troubleshooting and resolution of Macintosh and Windows hardware, software and network issues. The ideal candidate is highly customer focused and possesses strong analytical and troubleshooting skills.

Responsibilities:

Answer and respond to telephone, walk-in, e-mail and self-service requests in a courteous and professional manner
• Provide quality end user support including in-person break-fix, remote assistance and request fulfillment for new hardware and software
• Triage and escalate issues to other IT departments as appropriate
• Enter, update and close all support activity into the ticketing system within SLA
• Install, upgrade, troubleshoot and configure desktops, laptops, tablets, phones, peripherals, and other hardware
• Install, upgrade, troubleshoot and configure software including commercial software, custom software and SaaS software
• Provide support for meetings and conference rooms, including virtual, onsite, and hybrid.
• Provide support for remote employees as needed including but not limited to VPN connectivity, password resets, etc.
• Assist in the coordination and execution of planned and unplanned infrastructure downtime activities as required
• All other duties as assigned

Required Qualifications:

List of qualifications that are required to perform the role

• High School Diploma or equivalent
• Minimum 4 years of helpdesk experience supporting end users
• Experience with and expertise in Windows technology
• Experience supporting Apple technology (OS X and iOS)
• Excellent Customer Services skills both in person, via phone and written via a remote session/email/IM, etc.
• Strong analytical and troubleshooting skills

Preferred Qualifications:

• Experience administering or using client/endpoint management software (SCCM, LANDesk, JAMF, etc.)
• Experience with ticket management software
• Experience in the administration of user accounts and properties - creation, deletion and maintenance etc.
• Experience supporting users in an Active Directory environment
• Experience supporting Google G Suite and related technologies
• Experience supporting Android platform
• Technical certifications are a plus (Microsoft, Apple, A+ etc.)

What we offer....

At Cell Signaling Technology (CST) we recognize that people will always be our most important asset. Providing a safe, inclusive, and stimulating working environment that understands the importance of diversity, human dignity and meaningful work is as important as establishing company policies that incorporate excellent health insurance and pay benefits. We recognize that development of people is the key to their happiness and thus ensure every employee has impactful discussions with their manager and develops actionable performance and professional development plans. Lastly, we are committed to engaging and supporting our employees in committees and philanthropy that benefit their local communities and environment through community investment programs.

Benefits

• Medical (BCBS) and Dental (Delta Dental) plans paid at 90%
• Vision Insurance
• Life Insurance, Short and Long Term Disability
• Flexible Spending accounts
• 401(k) Plan with 6% match
• Tuition Reimbursement
• Generous PTO package
• Pet Insurance
• Employee Assistance Program
• Onsite Subsidized Cafeteria
• Free Parking

Our number one priority is the health and safety of our employees, their families, our communities, partners and customers. In order to promote that safety and well-being, we require that all US-based employees be fully vaccinated against COVID-19 by their start date. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated, or who object to vaccination due to a sincerely held religious belief, may make a request for exemption. We will consider requests for reasonable accommodations consistent with our policy, and where we are able to provide such accommodations without undue hardship to the company.

Cell Signaling Technology (CST) is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, status as a veteran or as a member of the military or status in any group protected by applicable federal or state laws.

AGENCIES

All resumes submitted by search firms/employment agencies to any employee at Cell Signaling Technology (CST) via email, the internet or in any form and/or method will be deemed the sole property of CST, unless such search firms/employment agencies were engaged by CST for this position and a valid agreement with CST is in place. In the event a candidate who was submitted outside of the CST agency engagement process is hired, no fee or payment of any kind will be paid.