Desktop Support Specialist

Who we are…

Cell Signaling Technology (CST) is a different kind of life sciences company, one founded, owned, and run by active research scientists, with the highest standards of product and service quality, technological innovation, and scientific rigor for over 20 years. We consistently provide fellow scientists around the globe with best-in-class products and services to fuel their quests for discovery.

Helping researchers find new solutions is our main mission every day, but it's not our only mission. We're also dedicated to helping identify solutions to other problems facing our world. We believe that all businesses must be responsible and work in partnership with local communities, while seeking to minimize their environmental impact. That's why we joined 1% for the Planet as its first life science member, and have committed to achieving net-zero emissions by 2029.

The role...

The primary function of the Desktop Support Specialist is to provide day-to-day onsite support to the company’s 500+ employees, 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.

You'll have the opportunity to...

End User Support & Customer Service (50%)

• Answer and respond to telephone, walk-in, email, 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.
• Provide support for remote employees (e.g., VPN connectivity, password resets).
• Triage and escalate issues to other IT departments as appropriate.
• ​​Enter, update, and close all support activity in the ticketing system within SLA.

Hardware & Software Management (15%)

• Install, upgrade, troubleshoot, and configure desktops, laptops, tablets, phones, peripherals, and related hardware. Install, upgrade, troubleshoot, and configure commercial, custom, and SaaS software applications.

Meeting & Collaboration Technology (15%)

• Provide support for meetings and conference rooms, including web, audio, and video technologies.

Infrastructure & On-Call Support (10%)

• Participate in after-hours on-call support on a rotating basis.
• Assist with the coordination and execution of planned and unplanned infrastructure downtime activities.

General Responsibilities (10%)

• Perform all other duties as assigned.

Who you are and what you bring to the team...

• High School Diploma or equivalent.
• Minimum 2 years of relevant experience supporting end users.
• Experience with and expertise in Windows technology, including Windows 10.
• Excellent Customer Services skills both in person, via phone and written via a remote session/email/IM, etc.
• Experience with and expertise in Apple technology, including MacOS and iOS.

Ideally, you have...

• Associate Degree in IT, MIS, CS (or related)
• Technical certifications are a plus (Microsoft, Apple, A+ etc.)
• Prior experience supporting a laboratory environment.
• Experience administering or using client/endpoint management software (InTune, 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.
• Strong analytical and troubleshooting skills.
• Strong organizational skills and the ability to stay on track and manage tasks over time. Able to assess, set priorities and prioritize tasks dynamically as needed.
• Strong written and verbal skills with the ability to effectively communicate with all levels of staff.

Physical Conditions/Physical Requirements...

• Physically able to safely lift and carry up to 40 pounds to move, install, unpack PC equipment, office supplies, etc. as required.
• Transportation to drive between two locations (Danvers and Beverly)The ability to perform repetitive motions with the wrists, hands, and fingers.
• The ability to extend hands and arms in any direction to access materials, equipment, or a keyboard.
• The ability to sit for long periods of time (often more than 70% of the workday).
• Ability to view and read information from a computer monitor, reports, and documents.

This position has a starting base salary range of $55,000 to $67,000 per year, which the company, in good faith, reasonably expects to pay for this role at the time of posting. Actual compensation within this range will be determined based on factors including, but not limited to, relevant skills, qualifications, experience, and internal equity.

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 the  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
• Parental Leave
• Pet Insurance
• Employee Assistance Program
• Onsite Subsidized Cafeteria
• Free Parking

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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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 CST engaged such search firms/employment agencies 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.

If you are a California resident, more details on how we process your personal information can be found here.