Helpdesk Supervisor (Full Time)
STEMCELL Technologies Inc is a leading supplier of tissue culture media, cell separation reagents and contract assay services for life science research. STEMCELL is committed to developing and delivering products and services that are high quality and innovative, and which become the world standard. We are privately held, profitable and stable, with an average annual growth rate of twenty percent. Based in Vancouver, STEMCELL is the largest biotechnology employer in British Columbia with over 300 employees globally. Products are shipped from our distribution centres in Vancouver (Canada), Seattle (USA), Grenoble (France), Sydney (Australia) and Singapore to our offices and distributors in over 70 countries. We maintain close relationships with our research colleagues in both academia and industry, and see ourselves simply as “scientists helping scientists”. We are always looking for the brightest and the best to join us. Currently we have an opening for a Helpdesk Supervisor. Reporting to the IT Manager, this position will ensure the streamlined operation of the Helpdesk operations component of the IT Department. This position will play a lead role in planning and managing the day to day operations of the Helpdesk and is expected to have a strong understanding of the network, software, hardware and related technologies.
Duties:
Receive technical support requests, prioritize and categorize them in the helpdesk ticket database.
Troubleshoot technical support requests with strong communication with the requestor, ensure timely completions and follow-ups.
Analyze escalated support requests and coordinate their completion with other senior technicians as required.
Meet weekly with IT Technicians to coordinate activities and submit meeting minutes to the IT Manager
Submit reports on Helpdesk activities and workload to the IT Manager
Plan and implement Helpdesk related projects and tasks such as software rollouts, licensing and asset management strategies, post project support plans and system improvements.
Manage and develop the Helpdesk public website to educate staff on how to use internal systems. Provide access to manuals, forms and training materials.
Create and maintain documentation relating to Helpdesk operating procedures.
Respond to network emergencies, system failures, and security alarms.
Carry emergency pager and periodically work weekends/evenings.
Qualifications:
· Six or more years of experience in the IT field.
· Strong organization skills and proven capability of planning and executing large projects effectively.
· Post secondary certification or degree (degree or equivalent preferred)
· Strong understanding of the latest software technologies and concepts, preferably: Microsoft Windows networks, SharePoint, Group policy, ITIL, Checkpoint firewalls, VMWare, VOIP, Symantec Backup Exec, and Blackberry Enterprise Server.
· Strong understanding of the latest hardware technologies preferably: Dell Latitude Laptops, Dell Desktops, network cabling, wireless devices and Blackberry mobile devices.
· Excellent interpersonal skills and a team leader.
· Patient, positive, and customer-friendly attitude.
· Self motivated and strong work ethic.
· A passion for IT and motivated to learn about new technologies.
This is an opportunity to work with highly motivated colleagues in a science-oriented, creative and dynamic environment. We offer a competitive salary, excellent benefits and significant career development opportunities. If you are interested in this challenging and rewarding position, please e-mail by November 30th, 2009 your resume, together with a one page covering letter describing your career goals and interests, to:
Human Resources
STEMCELL Technologies Inc.
570 West 7th Avenue, Suite 400
Vancouver • BC • V5Z 1B3
Fax: 604.877.0704 or 800-567-2899 800-567-2899
- Location: Vancouver
- Compensation: Full Time
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