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Helpdesk Specialist

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Helpdesk Specialist

Velocity11 is a global leader in providing laboratory automation solutions for drug discovery and a range of other scientific research and development applications. Help us become the standard in laboratory automation by providing our customers with the Ultimate Automation Experience™.

We are seeking a Helpdesk Specialist to join our outstanding IT Team. The ideal candidate will be self-motivated, with the ability to work comfortably on both individual- and team-oriented projects.

Responsibilities Include:

• Monitor, evaluate, prioritize, and respond to incoming helpdesk requests via phone, email, or helpdesk management application
• Interview users to collect information about problems and lead users through diagnostic procedures
• Provide users support at their desktops
• Windows 2003 and Active Directory administration – Add, Delete, Edit user accounts, reset passwords, unlock accounts, etc.
• Configure, install, and maintain desktop PCs, peripherals, operating systems, and applications
• Basic printer maintenance
• Software and hardware testing
• Participate in planning and implementation of infrastructure projects as needed
• Server Builds and maintenance
• Documentation maintenance and creation of new procedures
• Exchange and email related application administration – basic level
• Backup job maintenance
• Monitoring the environment and alerting on outages
• Windows, Active Directory, IP and network troubleshooting (as needed)
• After hours and early morning support (for European office)
• Other * this may involve writing scripts, batch files and perform ad hoc tasks (as needed)

Job Requirements:

• 3+ years experience in the IT support field
• Operational knowledge of Windows 2000, Windows XP, Linux/Unix, network equipment (i.e., routers, hubs, PBX, switch, firewalls, nics, etc.) and network protocols (email, http, etc.).
• Good written and verbal communication skills
• Demonstrated competence working with people and satisfying non-technical customers
• Ability to inspire confidence and calm in their customers
• Ability to follow both written and verbal direction, and to ask questions when needed
• Willingness to exercise considerable independent judgment
• A desire to see projects through to completion

We provide a competitive salary and benefits package, including pre-IPO stock options and 4 weeks of paid time off per year.
Please submit your resume, along with a cover letter detailing how you can contribute to providing our customers with the Ultimate Automation Experience™ to: jobs@velocity11.com
We are an equal opportunity employer.