Job Description

Position Description

We are looking for an IT Helpdesk Analyst to 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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