Position Description

We are looking for an IT Helpdesk Analystto become an integral part of our team! This is a full-time position, based in our San Diego headquarters office.

The Helpdesk Analyst provides end user support and administers the technology, security, collaboration tools, and connectivity associated with the office infrastructure and networks. The primary duties are responding to IT tickets, ensuring the security of the company's computer systems and electronic data, implementation of customized systems, and overseeing all computer-related activities. This includes support for daily operations for eMolecules' staff.

Specific technologies in use include but are not limited to Microsoft O365, Teams/SharePoint, Barracuda, Azure, and AWS.

Essential Duties and Responsibilities

Ensures optimal technical operations of all platforms and software to provide the most efficient customer service to our internal user base; and, on occasion, external users. Support is provided to all office locations globally in a diverse technical environment.

Implements technology projects at the direction of technology leadership team aligning IT services with current and future business requirements and goals
Tests, troubleshoots, and adjusts information systems to operate effectively
Provides support and training for all internal users for all operating systems as needed
Manages employee onboarding and offboarding process for all employees
Creates and administers new user accounts, passwords, and privileges/rights
Tracks all equipment and assets for inventory control
Responds to support requests and questions via telephone, email, and web-based systems
Provides technical support and solves basic and advanced hardware and software problems including user questions about optimal setup for increased efficiency
Performs routine maintenance on staff workstations including troubleshooting, repairing, and replacing systems and/or components within the systems
Monitors all end-user systems to stay up to date and assists in deploying software updates on an ongoing basis
Provides support for the following platforms and systems:
- Customer service ticketing system for order processing teams
- Cloud-based directory services system
- Builds and maintains computer images for Windows and macOS.
Troubleshoots network connectivity issues and maintains both wired and wireless networks. Escalating as needed.
Provides onsite support to San Diego office
Provides offsite support for global entities

Position Requirements

Associate or higher degree in related field such as computer science or information systems; plus 5+ years of IT support and/or helpdesk experience
or equivalent combination of both experience and education
Experience coordinating installations, upgrades, and maintenance
Ability to identify software needs
Knowledge of architecture processes and performance reports of operating systems
Manage multiple projects and priorities
Experience with multiple operating systems; Windows and macOS and strong understanding and ability to troubleshoot most common business applications including:
Expert Experience in Microsoft Office O365 including Word, Excel, PowerPoint, Outlook, OneDrive and Teams
Web browsers such as Chrome, Firefox, Edge and Safari
A\V Support for Conference rooms

Knowledge of:

TCP/IP data protocols
DHCP and DNS
Networking subnets and VLANs
Network printers
VPNs, IPsec
Firewalls such as Cisco ASA
Mesh WIFI such as Aerohive\Unifi
User account administration such as in Microsoft Entra and AWS
Zendesk and/or Jira ticket tracking system (or related system)
Ultatel or other related VOIP system
Cloud-based storage solutions such as SharePoint, OneDrive
Must have ability to maintain regular, consistent office hours and schedule

This position works in our San Diego office. After successful completion of the 90 day introductory period, position is eligible to apply for a hybrid/telework schedule, working 3 days in office, 2 days at home.

Company Description

eMolecules is the leading provider of chemistry e-commerce solutions for pharma, biotech, and academic research organizations worldwide, delivering chemical screening compounds, building blocks, and customized business solutions. We operate the world's largest database of high-quality, curated, commercially available chemical compounds, along with an e-commerce and logistics system tailored to our unique marketplace, transacting hundreds of shipments per day from our global supply network to our global customer base.

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eMolecules

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IT Helpdesk Analyst