Helpdesk Administrator (Contract)

San Diego

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We believe that everyone benefits from their biological information. It’s our mission to empower every person to improve their life through DNA. With our high-quality, trusted partners and state-of-the-art lab, we’ve created the first platform of personalized products and services powered by genetics. From inherited cancer screening to custom fitness and nutrition plans, the world of DNA learning is becoming more accessible and more valuable than ever.

So far we’ve raised over $100 million from investors like Illumina (the world’s leader in genetic sequencing equipment), Warburg Pincus, Sutter Hill Ventures, and Kleiner Perkins. Our app store and marketplace include partners such as National Geographic, Admera Health, Vinome and many others, with whom we have partnered to develop applications which interpret your genome.

Our big vision comes with big responsibility. That’s why we’re building a team of experts in the field of genetics, engineering, design, business development, and beyond to help bring actionable insights to our customers. We’re looking for the best and brightest minds who are passionate about our mission and are excited to work witha truly diverse team.

The Helix IT team is seeking a passionate Systems Administrator who wants to build out and support the applications that process our consumer DNA data, work with our lab operations and science teams, and create solutions for secure stable infrastructure. Bring your deep systems and networking experience into a new and innovative field with incredible potential. If you like the idea of working with some of the most important consumer health data, devising novel solutions to protect privacy, ensure stability, and enjoy working with incredibly passionate colleagues in a startup environment, then this is the ideal opportunity for you.

Helix’s engineering culture emphasizes:

  • Curiosity - we are all passionate about the possibilities enabled by having access to your own genome
  • Responsibility - we have an obligation to people and our partners to operate with highly credible research guided by well respected advisors, with clear and effective communication about our products
  • Agility - flexibility and a desire to be nimble, smart, and effective are important to the Helix culture
  • Experience - we’re building a team with amazing track records of achievement in multidisciplinary environment

As a Helpdesk Administrator, you will:

  • Provide technical assistance by responding to inquiries from end users regarding questions, problems, or errors about hardware or software by phone, chat, email, or ticketing system
  • Identify, research and resolve technical problems
  • Maintain passwords, data integrity, and file system security
  • Participate in deployment of information technology and infrastructure projects, including assisting coworkers and vendor partners with server migrations and upgrades, desktop and laptop refreshes, and firewall and software deployment and updates
  • Manage all IT aspects for new hires including the onboarding workflow and meeting as well as peripheral setup
  • Perform system backups and recovery
  • Perform various project related tasks as needed
  • Manage Audio Video Conference system
  • Manage printer systems and supplies
  • Manage Corporate mobile phone plans
  • Manage Corporate virtual phone system
  • Provide tier 1 network support for user
  • Configure network parameters on user systems

Required Background:

  • A minimum of 5 years of experience directly supporting macOS and Apple products
  • Outstanding customer service skills with a can-do attitude
  • Strong troubleshooting and problem-solving skills
  • Strong written and verbal communication skills
  • Strong organization and time-management skills
  • Ability to work independently and to effectively multitask
  • Flexibility to take on other duties and roles as needed
  • Extensive knowledge of laptop hardware, software configuration, including operating systems: macOS and Windows, and virtualization software
  • Working knowledge of wireless network configurations, experience supporting networked printers, and mobile/wireless email devices
  • Strong knowledge in TCP/IP, DNS, DHCP, LAN, WAN
  • The ability to learn new skills and keep current with rapidly changing information technology and ability to transfer knowledge to team members and users
  • Expected to help create and follow processes, set and maintain standards, and meet expected SLAs

An ideal candidate will have:

  • Knowledge of JumpCloud
  • Experience using Zendesk Support and Zendesk Guide
  • Worked at an Apple retail store as an Apple Genius
  • Experience writing bash scripts
  • The ability to learn new skills and keep current with rapidly changing information technology
  • A degree in Computer Science or related field
  • Experience with enterprise backup/restore procedures
  • Experience with system virtualization