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IT Helpdesk Specialist

Department: Information Technology
Office or Remote: PRL NYC
Location: Long Island City, NY
Business Unit: Shared Services

Location: Long Island City, NY

About Us
Opentrons Labworks, Inc., is a disruptive life science company leveraging its integrated lab platform to supercharge the pace of innovation in research and healthcare. Through our business unit, Opentrons Robotics, thousands of institutions are automating R&D operations with flexible, easy-to-use lab robots. Health systems across the US rely on our Pandemic Response Lab (PRL) to deliver high-throughput and affordable molecular diagnostic testing. And through recent acquisitions Neochromosome and Zenith AI, biopharma can benefit from our world-class genome-scale cell engineering solutions. 

We provide excellent benefits, competitive compensation, equity packages, and opportunities for growth. If you are looking for your next exciting opportunity, come join us!

Benefits

  • Comprehensive Medical, Dental and Vision insurance for employees and their families

  • Paid Vacation, Parental and Sick Leave

  • Generous Stock options

  • 401k with 4% company match

  • Long-term and short-term Life & Disability insurance

  • And much more!

About the Role

The IT Helpdesk Technician works on daily IT ticketing to resolve hardware and software issues within the lab and office space to assist users with their equipment. The IT Helpdesk Technician works side by side with the onsite IT manager to perform scheduled installations and is assigned to project work throughout the company.

The IT Helpdesk Specialist will be responsible for providing support to all Opentrons Diagnostic Laboratories and will work with end users for software/hardware needs and  issues, and general IT support for any issues/questions that arise. This position will be based in Long Island City, NY and will report to the Senior IT Manager. 

 

Duties / Responsibilities

  • Manage and execute Incident Management and Request fulfillment processes of all end-user submissions via JIRA Service Management system

  • Assist in the onboarding and offboarding of users

  • Proactively communicates with the business on outages, providing regular  updates during critical issues, which include ETA for service restoration and/or  any key milestones

  • Works directly with other teams on resolution of issues that involve multiple technologies

  • Monitors company network and system monitoring alerts

  • Assists in the documentation for the IT systems, services, and processes

  • Explore new technology trends and share them in weekly IT sync meetings. 

 

Qualifications

  • 2 years related experience in information technology setting working as a team member

  • Background in systems training and support

  • Prior service desk experience

  • Relevant industry standard certifications welcome but not necessary

  • Fully proficient technically including but not limited to networking, security, troubleshooting and resolution

  • Ability to analyze, report, and trend data in a meaningful way

  • Excellent oral and written communication skills including documenting and explanation of computer related items

  • Adaptable to changing business and IT needs

  • Attention to detail

  • Excellent oral and written communication skills including documenting and  explanation of computer related items

  • Ability to understand complex technical issues and explain / summarize them in nontechnical language to end users

  • Customer service acumen

  • Time management and ability to work with limited supervision

  • Ability to interact with both Microsoft Windows and Apple operating systems

  • Experience with iOS for iPad

 

Working Conditions and Physical Effort 

  •  This position requires the ability to use a computer keyboard, communicate virtually, over the phone and read printed material 

  • Duties may require working outside normal working hours (evenings and weekends) at times 

 

Opentrons is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

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