IT Support Specialist job vacancy in Genentech – Jobs in Indiana

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Job Details
Company Name : Genentech
Company Location : Indianapolis, IN
Job Position : IT Support Specialist
Job Category : Jobs in Indiana

Job Description :


Main tasks:

  • Works in a professional manner at all times and maintains a consistent image of Site IT, through open communication, reliability, transparency, high availability, and promotes the values and benefits of the Site IT organization
  • Applies extensive cross-functional expertise in the context of company objectives to independently address complex problems; Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results, Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors, including interorganizational impact
  • Provides high-quality technical support and advice on various technical Roche platforms in the areas of operating, client core and communication software to facilitate the resolution of IT incidents at site level according to SLAs. Escalates issues when out of scope or beyond rights and permissions
  • Collaborates with peers, business partners, and various support teams to provide continuous improvement, speed to value, and the most efficient and effective solution for customer issues.
  • Ensures services are delivered according to agreed service levels in a transparent, reliable, and flexible process with a strong customer service focus.
  • Supports hardware (e.g. laptops, desktops, tablets, smartphones, printers and faxes, multimedia, videoconferencing, etc) on-site
  • Must understand and employ Agile methodologies and ways of working.
  • Keeps abreast with latest developments in area of responsibility through specialized training and ensures this know how is incorporated into the engineered solutions
  • Supports the Problem Management Process
  • Engineers innovative and specific components for new solutions in the area of responsibility.
  • Evolves, improves, and fine-tunes the local solutions and technologies through release management
  • Supports – and owns if so required – Root cause investigations, vendor engagement, and engineering proposals of fixes to the developed solutions
  • Consults end users on IT services that are provided by Roche IT organizations globally
  • Creates, maintains and promotes the use and sharing of local knowledge documents
  • Supports local departments in making the best possible use of centrally provided IT services
  • Continuously and proactively prepares evaluations on SLAs fulfilment using KPIs and developing recommendations for optimizing services and processes together with the users and service providers
  • Proactively identifies qualitative and quantitative weak points and addresses them to the proper recipient
  • Displays an understanding of the end users’ needs and seeks ways to add value to it
  • Continuously documents and maintains internal processes

Additional tasks:

  • Presents complex technical information to a non-technical audience in a clear and easy to understand manner
  • Takes ownership of incidents and act decisively to ensure our customers maintain IT productivity
  • Coordinates service provider, group escalation responses and provide follow-up on contacts
  • Provides 2nd level technical resolution in person or via remote for field based employees for hardware: computers, desktops, smartphones, tablets, and mobile devices.
  • Analyzes technical issues and based on judgment, experience, and defined processes (incident, requests), take appropriate actions
  • Understands and adheres to global and local IT policies and processes
  • Deploys hardware to end users including campus and field utilizing established request ticketing process.
  • Reclaims hardware from end user changes, moves and terminations and provides end to end tracking of assets.
  • Applies Roche law hold policy as defined and needed for hardware and devices.
  • Miscellaneous Projects – IT and Business Support
  • Attend business meetings for IT support/hardware refresh and deployments
  • Consults with customers, gathers feedback, translates the needs, and applies the best technical solutions
  • Exercises interpersonal and communication skills while engaging with all levels

Formal Training/Education

Bachelor’ss Degree or equivalent experience/certifications.

Relocation benefits are not available for this job posting

Genentech is an equal opportunity employer, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.

Genentech requires all new hires to be fully vaccinated against COVID-19 as of their start date. This requirement is a condition of employment at Genentech, and it applies regardless of whether the position is located at a Genentech campus or is fully remote. If you are unable to receive the vaccine due to a disability or serious medical condition, or because it is prohibited as a result of your sincerely held religious beliefs, you will have an opportunity to request a reasonable accommodation.

    Job Sub Category

    Information Technology


    Full time

    Job Type


    Posted Date

    Sep 21st 2022

    Job ID


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