IT Helpdesk Technician

About Us

CSI Laboratories, a Fulgent Genetics Company, is a nationally recognized cancer testing and diagnostics laboratory experienced in helping pathologists and oncologists diagnose and treat cancer patients.

Founded in 2011, our parent entity, Fulgent Genetics, has evolved into a premier full-service genomic testing company built around a foundational technology platform.

Through our diverse testing menu, Fulgent is focused on transforming patient care in oncology, anatomic pathology, infectious and rare diseases, and reproductive health. We believe that by providing a wide range of effective, flexible testing options in conjunction with best-in-class service and support, we can redefine the way medicine is managed for patients and clinicians alike.

Since integrating with our therapeutic development business, Fulgent is also developing drug candidates for treating a broad range of cancers using a novel nanoencapsulation and targeted therapy platform. By merging our fields of expertise, we aim to become a fully integrated precision medicine company.

Summary of Position

The IT Help Desk Technician is responsible for establishing and maintaining appropriate security and permission profiles to support all business needs including compliance and management controls. Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance and training to system users by performing the following duties:

• Vendor contract negotiations
• Equipment sourcing and purchasing
• Design and assure proper installation of software and equipment
• Improve network function reliability
• Maintain network availability and security
• Interact with employees for support issues
• Plan and schedule updates
• Solve and document network problems
• Recommend and evaluate new equipment
• Determine priority of reported problems
• Set up standard operating procedures
• Manage intra-office computer network, implementing new programs, control user access.
• Provide updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
• Replace defective or inadequate software packages.
• Refer major hardware problems to service personnel for correction.

Key Job Elements

• Help Desk - Resolve and help as issues arise for staff.

• Maintain Infrastructure Equipment - Servers, Network, UPSs, Phones, Printers need to be monitored and maintained. Inventory needs to be monitored and altered for every change.

• Printers - Replace Toner, fill paper, clear jams, and replace parts, order service, order parts and inventory.

• Software Updates/Upgrades

• Servers

• Workstations

• Software

• Troubleshooting and Resolution

• Work on issues with computer programs.

• Fix connection between equipment.

• Media Equipment

• Assist with checking equipment in and out.

• Follow up with the problem cases to make sure that policies are followed, missing equipment is returned and/or any fees paid.

• Make suggestions and watch for concerns.

• Microsoft 365 and Office 365

• Help train Staff in the use of Office and its benefits.

• Reset passwords for staff members.

• Add and edit groups.

• Emails - checked daily for new memos from work and for updates when working on computer repairs.

• Intern Workers

• Train and Supervise intern workers.

• Work with intern workers to make sure they are getting computers updated and are capable of understanding how working with different computers and systems work and how to cope with change.

• Backup - help back up files when needed.

• Set up Events - help set up computers, tables and power for events.

• Set up for staff meetings and functions.

• Move employee workstations when there is reassignment of space.

Knowledge/Experience

• Associate degree; or two years of support experience in complex systems software and support; or equivalent combination of education and experience.
• Knowledge of programming languages and operating systems.
• Current equipment and technologies in use; 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
• VPN: 1 year
• Server Management: 1 year
• Active Directory: 1 year
• Help Desk: 2 years
• Google Apps G Suite or Office 365: 1 year
• Network Troubleshooting: 1 year
• Valid GA Driver's license and auto insurance.
• 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.

Additional Skills

• Personal computer skills: Google Suite, Microsoft Office, Excel, PowerPoint, SharePoint, Outlook etc.
• Communicate technical/complex information both verbally and in writing.
• Establish and maintain cooperation, understanding, trust and credibility.
• Perform multiple tasks concurrently and respond to emergency situations effectively.
• Excellent organizational skills and attention to details.
• Frequent study and training to ensure high quality levels of technical support for end users.
• Ongoing technical professional development with associated certifications.
• Working knowledge of multiple web design technologies, such as HTML.
• Be able to lift up to 50lbs.

Supervisory Responsibilities

• No

Reports To

• IT Supervisor

Environment

Fulgent Therapeutics LLC is an Equal Employment Opportunity Employer.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.

Please note that Fulgent (and its affiliated companies, including Inform Diagnostics and CSI Laboratories) does not accept unsolicited information and/or resumes from search firms or agencies for our job postings. Search firms or agencies without an applicable contract and/or express approval to recruit for the role in question - that choose to submit a resume or client information to our career page or to any employee of Fulgent - will not be eligible for payment of any fee(s), and any associated shared data will become the property of Fulgent.