Helpdesk Technician
About Ceribell
Ceribell is a medical technology company focused on transforming the diagnosis and management of patients with serious neurological conditions. The Ceribell System is a novel, point-of-care electroencephalography (“EEG”) platform specifically designed to address the unmet needs of patients in the acute care setting, and is being used in hundreds of community hospitals, large academic facilities and major IDN’s across the country. Our entire team is driven by a shared commitment to transforming the landscape of critical care through our rapid seizure detection technology, come join the movement!
Position Description
Ceribell is currently seeking an IT Helpdesk Technician. As an IT Helpdesk Technician, you will provide customer facing technical resolution with end users for computer hardware support, mobile devices, and tablets. The individual must have broad knowledge of all IT software/hardware related issues and the ability to diagnose and solve these issues. You will troubleshoot multiple platforms including Windows, Apple, iOS, smartphones, in office network and tablet devices. This is an "in-office role," located in Sunnyvale, California.
What you'll achieve
- Provide quick and effective technical support to remote and headquarter employees and executive staff, including but not limited to computer software/hardware issues
- Listen attentively to customers to help provide optimal solutions to their problems while remaining professional
- Diagnose and troubleshoot hardware and software issues
- Walk customers through the problem-solving process and provide step-by-step guidance
- If needed, escalate complex problems to higher-level IT staff or leadership
- Maintain and support of desktop and mobile devices, applications, video conferencing, peripherals, and network devices.
- Document issues and solutions for future reference
- Perform onboarding for all new employees from provisioning devices through ensuring they are able to access all systems and applications seamlessly on their first day
- Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
- Identifies and makes recommendations for automation opportunities.
What you’ll need to be successful
- 1-3 years of IT experience including; desktop and mobile devices, applications, video conferencing, peripherals and network devices.
- Working knowledge of IT best practices, policies and regulations.
- Knowledge of MDM solutions for both MAC and PC a plus
- Working knowledge of Google, Okta, Jira, Microsoft, Zoom, etc.
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Strong written and oral communication skills
- Ability to research computing issues
- Passionate about building a positive customer experience
In addition to your base compensation, Ceribell offers the following:
- Annual Bonus + Equity Opportunity
- 100% Employer paid Health Benefits for Employees
- 50% - 70% Employer paid Health, Dental & Vision for dependents (depending on plan selection)
- 100% paid Life and Long-Term Disability Insurance
- 401(k) with a generous company match
- Employee Stock Purchase Plan (ESPP) with a discount
- Monthly cell phone stipend
- Flexible paid time off
- 11 Paid Holidays + 5 Company Wellness Days
- Excellent parental leave policy
- Fantastic culture with tremendous career advancement opportunities
- Joining a mission-minded organization!
Compensation Range
$31 - $33.75 USD
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