New

IT Technical Support Specialist I

Fremont, California, United States

Rapidly Growing Life Sciences Technology Company

Ultima Genomics is a rapidly growing company that is developing ground-breaking genomics technologies. Our mission is to continuously drive the scale of genomic information to enable unprecedented advances in biology and improvements in human health. We have developed a foundational new approach to sequencing at scale that overcomes limitations due to the high costs of current technologies. We are well-funded and have raised approximately $600 million from global top-tier investors. Our team brings together unique and diverse expertise across multiple disciplines, from healthcare and life sciences, to engineering, to technology and software and beyond. We are a collaborative group, including successful entrepreneurs, chemists, hardware and software engineers, genomics and biotechnology experts, molecular and computational biologists, software and algorithm experts, and operations and commercial leaders. Join us to develop and commercialize technologies that unleash the power of genomics at scale and empower the future of human health. 

We are looking for a highly motivated IT Technical Support Specialist I to join our Information Technology team!

In this role, you will serve as the primary point of contact for internal or external users requiring assistance with computer hardware, software, networking, and related technology systems. This role involves troubleshooting, problem resolution, user training, and collaboration cross-functionally to ensure seamless technology operations and a high level of customer satisfaction. The position requires after-hours support as needed.

This is an onsite full-time Monday-Friday contracting position based in our Fremont CA office.

How You’ll Contribute

  • Serve as the first line of support for technical inquiries and issues via multiple channels (phone, email, ticketing systems, video calls)
  • Diagnose and resolve hardware, software, networking, and printer issues for end users, both remotely and in person
  • Install, configure, and maintain desktop and mobile devices, software applications, and peripherals
  • Escalate complex technical problems to senior IT staff or specialized teams as needed
  • Document issues, solutions, and user interactions in ticketing system
  • Provide orientation and training to new users on systems, security, and best practices
  • Assist with device lifecycle management, including deployment, upgrades, and decommissioning
  • Contribute to the creation and maintenance of internal knowledge bases and support documentation
  • Collaborate with cross-functional teams to identify and implement process improvements
  • Stay current with new technologies, product updates, and industry trends
  • Other job duties as assigned

 Qualifications, Skills, Knowledge & Abilities

  • AA degree in Computer Science, Information Technology, or related field, or 2+ years of equivalent experience in a technical support or IT help desk role
  • Strong knowledge of operating systems (Windows, macOS), networking fundamentals, and common business applications
  • Experience with ticketing systems, remote support tools and administering Microsoft Office 365
  • Experience supporting enterprise environments, including Active Directory and cloud-based platforms, is preferred
  • Familiarity with device management, security protocols, and ITIL best practices is preferred
  • Knowledge of scripting or automation tools is a plus
  • Excellent troubleshooting, analytical, and problem-solving skills
  • Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical users
  • Customer service orientation and ability to manage multiple priorities in a fast-paced environment
  • Ability to work independently and as part of a team
  • May be exposed to constant activity that requires standing or sitting for extended periods, pulling, lifting/moving/carrying up to 50 lbs#LI-Onsite

Ultima Genomics is proud to be an equal opportunity workplace and is an affirmative action employer. We provide equal employment opportunity for all applicants and employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, military or veteran status, marital status, domestic partner status, sexual orientation, genetic information, or any other basis protected by applicable laws. See also Ultima Genomics’ EEO Policy and Know Your Rights. If you have a disability or special need that requires accommodation, please let us know by contacting recruiting@ultimagen.com.

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