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The Wistar Institute is a world leader in early-stage discovery science in the areas of cancer, immunology, and infectious disease. Wistar is committed to accelerating research advances from bench to bedside through brilliant science and distinctive approaches to collaboration among scientific investigators and academic and industry partners. Wistar's dynamic environment supports the advancement of discoveries that will change the future of human health.

The Wistar Institute is committed to diversity, equity and inclusion (DEI). All candidates must share our commitment to DEI. The Wistar Institute is especially interested in qualified candidates who can contribute, through their research, mentoring, and/or service, to the diversity and excellence of our academic/research community.

The Wistar Institute has an opening for a Help Desk Analyst to join our Information Technology department.  The Help Desk Analyst is primarily responsible for configuration, installation, and support of desktops, laptops, telephones, and other peripheral devices throughout the organization. The position is the first line of support for the Institute, creating and triaging cases, as well as completing Tier 1 IT support issues.

Job responsibilities include:

• Provides first-tier support for all desktop/laptop/mobile device hardware and software, printers, telephones, and any related equipment.
• Resolve and document day to day issues reported through the ticketing system.
• Manage and prioritize assigned issues/tickets appropriately.
• Demonstrate superior customer service as defined through customer satisfaction.
• Complete assigned IT initiatives within agreed upon timeframe to deliver to user expectations.
• Document work following Standard Operating Procedures while also providing feedback to IT Leadership about potential improvements in processes and procedures.
• Manage assigned projects, independently determining appropriate technology solutions and implementation timelines.
• Creates, reviews, and maintains technical documentation.
• Keep abreast of current technology; maintain expert knowledge of the organization's supported hardware and software.
• Responsible for other tasks and special projects as directed.
• Must be flexible in working outside of normal business hours in the event of an emergency or when additional support is required.
• Protects the organization's value by keeping information confidential.

An AA/AS or BS in Computer Science or equivalent education and experience preferred.  A combination of relevant education, IT certifications, and experience may be considered in lieu of a college degree.

One to three years of experience with applicable workstation support is preferred.

Candidate must demonstrate ability to work with a wide variety of customers and colleagues, delivering exemplary technical support. Ability to work independently and as part of a team; must maintain confidentiality of sensitive materials. Strong customer service orientation and excellent interpersonal, verbal, and written communication skills. Ability to present technical materials clearly to both technical and non-technical audiences.

Experience with supporting/troubleshooting desktops, laptops, and other peripheral devices, experience with operating systems including Windows, macOS, iOS, and Android and Microsoft Office Suite Applications is required.

Highly Desired

• Experience with productivity software, such as Adobe Suite applications.
• Experience with configuring, deploying, and supporting client systems in a highly managed environment.
• Experience with Linux platforms, such as Ubuntu and/or CentOS.
• Experience with Active Directory and O365/M365 Administration.
• Experience with Endpoint Security Solutions.
• Experience with Virtual Desktop delivery platforms, such as VMWare.
• Basic Networking (DHCP, VLAN, and Wireless Network Configurations)
• Manufa turer (Dell, HP, Apple) and/or IT Certifications (CompTIA ITF+, A+, Network+, Security+).

• Experience in a biological laboratory computing environment.

   

The Wistar Institute is located in the University City area of Philadelphia, in the heart of the University of Pennsylvania Campus. Wistar provides resources to its faculty and staff that enable them to conduct cutting edge collaborative research and provides for outstanding intellectual environments and state-of-the-art facilities.

We offer a competitive salary and excellent benefits package.

For more information about The Wistar Institute visit our website at www.wistar.org. 

It is the policy of the Institute to provide equal employment opportunities to all individuals regardless of race, citizenship, ethnicity, color, creed, religion, marital status, national origin, ancestry, sex, age, veteran status, mental or physical disability (including HIV and AIDS), pregnancy, caregiver status, domestic or sexual violence victim status, sexual orientation, gender identity and expression, or on the basis of genetic information, or any other characteristic protected by federal, state, or local law, with respect to all terms and conditions of employment.