Sr. Help Desk Support Specialist- Onsite, Aliso Viejo, CA

Compensation : $24 - $29 per hour. You are eligible to a Short-Term Incentive Plan with the target at 5% of your annual earnings, terms and conditions apply.

Sr. Help Desk Support Specialist Onsite, Aliso Viejo, CA

Shift : 7am-3 : 30pm pdt, M-F

The Sr. Help Desk Support Specialist is a subject matter expert responsible for providing advanced technical support, guidance, and leadership to the End User Computing team.

This role ensures efficient and effective resolution of complex issues across various technology domains, while promoting continuous improvement and adherence to ITIL service management best practices.

Essential Functions

• Provide expert level troubleshooting and resolution for highly complex technical issues related to endpoints, access management, voice services, printing, enterprise applications, software, and infrastructure components.
• Develop and maintain standardized processes for endpoint management, including software deployment, patching, and asset tracking.
• Manage and administer Office 365 tenant, user accounts, and security configurations.
• Develop and implement standardized processes, procedures, and knowledge base articles for service delivery.
• Mentor and provide technical guidance to junior End User Computing team members.
• Collaborate with cross functional teams and vendors to resolve escalated support cases.
• Analyze service desk performance metrics and identify areas for improvement.
• Participate in the evaluation and implementation of new technologies and processes.
• Promote adherence to ITIL service management principles and industry best practices.
• Lead training and knowledge sharing sessions for the Service Desk team.
• Other duties as assigned.

Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience.
• 5+ years of experience in a service desk or technical support role, with at least 2 years in a senior or lead capacity.
• CompTIA A+, Network+, or other relevant certifications.
• Comprehensive knowledge of endpoint management, access management, voice services, printing solutions, and enterprise applications.
• Strong analytical and problem-solving skills, with the ability to navigate complex technical environments.
• Excellent written and verbal communication skills, with the ability to effectively communicate with technical and nontechnical audiences.
• Experience with KACE Service Desk or similar ticketing systems.
• Knowledge of scripting languages (e.g., PowerShell, Python) for automation.
• Prior experience in leading and mentoring technical teams.

About Us :

Ambry Genetics Corporation is a CAP-accredited and CLIA-licensed molecular genetics laboratory based in Aliso Viejo, California.

We are a genetics-based healthcare company that is dedicated to open scientific exchange so we can work together to understand and treat all human disease faster.

At Ambry, everyone is welcome. A career at Ambry Genetics is a chance to be part of a dynamic company that aims to improve health by understanding the relationships between genetics and human disease.

We earned our reputation as industry leaders by responsibly introducing cutting-edge genetic testing solutions and continually sharing what we learn with the global scientific community.

At Ambry you will be learning, challenging yourself, and having fun while collaborating with teammates through the open exchange of ideas.

Our outstanding benefits program includes medical, dental, vision, 401k with a 4% employer match, FSA, paid sick leave and generous paid time off (PTO) program.

You can learn more about the benefits . Ambry Genetics is an Equal Opportunity Employer (EOE) and we maintain a drug-free work environment.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.

Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Ambry does not accept unsolicited resumes from individual recruiters, third party recruiting agencies, outside recruiters or firms without an executed contract in place.

We are not responsible for any fees related to resumes that are unsolicited or are received by Ambry. Such resumes will be deemed the sole property of Ambry and will be processed accordingly.

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