Tech Lead - Site Support

Join a Team that Lives to Improve Lives

People come to Genentech from across disciplines and across the world to solve our most challenging medical conditions. You’ll find inspiration in our passion for biotechnology, our purpose to positively impact the lives of millions of patients and our dedication to our people. Joining Genentech means being part of a tradition of inquiry that will change the world. It means embracing our failures as much as our successes. It requires a willingness to look beyond the edge of what's possible. And a focus on doing the day-to-day work that makes great science happen.

The following opportunity exists in Portland, OR:

[Tech Lead - Site Support]

Description 

The technical onsite support lead position is responsible for overseeing, planning and successful delivery of the IT services at the Genentech Access Solutions site in Portland. This position is based in Portland, Oregon and reports to the IT Manager of Onsite Support in South San Francisco, CA.

Job Responsibilities:

• Act as site team lead for IT efforts onsite, while collaborating with, and overseeing the work of, other potential FTEs & contingent/contract workforce members at the site. Work involves:

• Hands on deskside support to all users for Multiple enterprise/departmental applications, Various computer platforms and hardware/software, including but not limited to: Windows, Macintosh OSX, iOS devices, tablets, desktops, laptops, AV conferencing and printing solutions, Call Center Technology and software, etc.

• Change agent (training and communication) for all workplace technology solutions

• Point of contact for ensuring infrastructure (Network, Data Center Administration) is working as designed and meeting SLA expectations.

• Primary technical point of escalation for all technology issues for the site.

• Collaborate with End User Computing Service Owner to enable feedback channel for strategic and operational needs for Portland site. Help business groups plan and deliver for future growth of the site. Provide recommendations and develop implementation plans to optimize service availability and improve user experience

• Collaborate with global teams, provide recommendations and develop implementation plans to optimize service availability and improve user experience

• Ensures computer equipment (laptops/desktops/Mobile devices/etc.), hardware (multi-function devices etc.), and software (Adobe, Microsoft etc.) are available to meet organizational needs and drive towards Day 1 productivity for onboarding

• Engage with business stakeholder teams to establish user experience index score, ensure customer service is timely, set specific customer service standards and SLA’s for service teams.

• Follow ITSM processes, review service trends, identify opportunities, perform root cause analysis and implement corrective/preventative actions (self-healing, self-serve etc.) to improve service availability and increase productivity for users

• Define, plan, direct the establishment & execution of a broad range of medium to complex technical programs/projects, while balancing the competing demands of scope, time, cost, quality, resources and risk. Formulate risk mitigation strategies and recommend solutions

• Develop technical solutions to a wide range of difficult problems - solutions should be imaginative, thorough, practicable, and consistent with organizational objectives

• Mentor, train, and develop peers & junior technicians within the organization, Document & communicate resolutions, workarounds, and FAQs (via knowledge management solution articles and other available channels).

Who You Are

• Bachelor’s Degree in Computer Science, Information Technology, or other relevant field preferred

• Minimum of 4+ years of Technical Support Lead experience and 2+ years of tier 2/3 Desktop Support experience

• Demonstrated experience as technical lead for multiple implementations, upgrades, deployments and/or migrations & has experience supporting virtual environments

• Advanced technical experience supporting Windows, Mac, iOS devices, call center technology, UNIX, Google suite of products (gMail, gCalendar, gDrive, etc.) and network concepts and troubleshooting tools (TCP/IP, remote access solutions, network file shares, tracert, netstat, etc.)

• Comprehensive understanding of Active Directory & Group Policy Management

• Detailed understanding of, and expert experience with: data analysis, deployments, cloud-based platforms, information security, SCCM, desktop infrastructure, software packaging and distribution, patch management, etc.

• MCITP, MCDST, ACSP, A+ and other ITIL Certifications preferred

• Well-versed in ITIL core processes:  Incident Management (IM), Request Management (RM), and Knowledge Management (KM), Experience with Service Now is a plus

• Advanced knowledge of Linux, PowerShell scripting, queries and reporting, VMWare, and Citrix is a plus

• Business travel will occasionally be required

Knowledge, Skills & Abilities:

• Strategic agility – link individual accountabilities with the mission of the organization; focus on activities that add the most value

• Able to represent manager in meetings and make decisions related to areas of subject matter expertise

• Outstanding business partnership, customer service and interpersonal skills

• Proven leadership skills and the ability to govern a small team effectively

• Communicates clearly with technical and non-technical audiences, both verbally and written

• Strong organizational and multi-tasking skills, along with the ability to prioritize tasks among many competing requests

• Strong analytical skills for effective troubleshooting and problem solving

• Expertise in numerous technologies

• Able to organize and frame appropriate timelines to meet delivery goals

• Ability to work in a team environment or independently

A Job with Benefits Beyond the Benefits

A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.

The next step is yours. To apply today, click on the "Apply online" button.

Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.

At Genentech, we share salary ranges with applicants during the recruiting process, if requested. Third party salary estimates may not be accurate or up-to-date.