Service Desk Technician Internship

Service Desk Technician Internship 

About Us

Founded in 2011, Fulgent has evolved into a premier, full-service genomic testing company built around a foundational technology platform.

Through our diverse testing menu, Fulgent is focused on transforming patient care in oncology, anatomic pathology, infectious and rare diseases, and reproductive health. We believe that by providing a wide range of effective, flexible testing options in conjunction with best-in-class service and support, we can redefine the way medicine is managed for patients and clinicians alike.

Since integrating with our therapeutic development business, Fulgent is also developing drug candidates for treating a broad range of cancers using a novel nanoencapsulation and targeted therapy platform. By merging our fields of expertise, we aim to become a fully integrated precision medicine company.

Summary of Position

A Service Desk Technician internship with Fulgent Genetics is required to provide support to end users for issues related to computer hardware and software.  Responsibilities include documentation of IT processes, end user procedures, and researching/recommending IT solutions as required by business needs.  There are three levels of Service Desk Technicians, and each level is dependent on the employee’s level of skill and knowledge of our corporate supported technologies. As the level increases, the Technician gains responsibility and begins to transition into level I, II, and III Technicians.

• Maintain knowledge of new product functionality and industry trends. 
• Identify requirements for current and future supported software.
• Develop and maintain relationships with clients, helping them use the corporate supported technologies to their fullest potential, and to reinsure the loyalty of our clients (internal and external clients). 
• Safeguarding internal information and the secure transfer of privileged IT information
• Following IT protocol/policies when working with clients

This role focuses on applying the principles and disciplines of supporting Fulgent Genetics clients and the full utilization of the Manage Engine Service Desk Application. As an internal role, client facing, the Technician must effectively communicate with client and Fulgent Genetics stake holders at various levels of management and possess the ability to influence in the absence of authority is a critical success factor.

Key Job Elements

• Work tickets assigned via the Service Desk system and respond to calls on the Service Desk Phone line if needed. Focus is primarily end-user desktop and laptop related issues, but may also be assigned some external client supported applications.
• Document details of current work and assign priority levels for all escalated issues.
• Configure and build end user laptop and desktop computers.
• Create and maintain documentation related to troubleshooting, system configurations, internal/external IT procedures, and end user procedures.
• Monitor status of end user PC security updates and Anti-virus definitions.
• Actively assign any unassigned requests through the Service Desk to other departments throughout the organization.
• Accountable for scheduled work hours and timeliness and accuracy of time clock punches.
• Communicate with other Service Desk Technicians as well as upper management with any client issues that require escalation.
• Communicate effectively and professionally with both team members and clients.
• Assists as needed to perform other related duties and special projects as required.
• Accepts other duties as assigned.

Knowledge/Experience

• High School Diploma or equivalent required         
• A+, Network+ preferred but not required.
• Experience with both hands-on and phone based support of PC based hardware, Windows operating systems, and productivity software.
• Drive for Results (Service, Quality, and Continuous Improvement) – Ensure procedures and processes are in place that lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement.
• Communication – Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization in order to achieve the desired results.
• Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
• Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations.
• Ability to work independently and make decisions
• Ability to prioritize and manage multiple tasks simultaneously
• Demonstrated problem solving skills and ability to deliver solutions to clients
• Proven ability to learn quickly
• Strong interpersonal skills with ability to work effectively with employees at different levels of the organization
• Detailed-oriented, excellent work ethic, positive attitude

Physical Demands:

• Employee may be required to lift heavy objects such as servers, PCs, and other IT equipment, with the ability to lift objects over 50 pounds
• Crouching and bending may be required when installing or working with various equipment or cabling.
• Majority of work is performed in a desk/cubicle environment, but at times, may have exposure to high noise levels in the data center, fumes and bio-hazardous material in the lab environment.
• May be exposed to dirt when setting up systems, cabling, or performing cleanup/maintenance tasks.
• The ability to sit or stand for long periods of time

Environment

Fulgent Therapeutics LLC is an Equal Employment Opportunity Employer.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.

For California residents, please see the link below to access our CCPA Privacy Notice.

CCPA Privacy Notice for California Residents

https://tinyurl.com/FulgentCCPA

Please note that Fulgent (and its affiliated companies, including Inform Diagnostics and CSI Laboratories) does not accept unsolicited information and/or resumes from search firms or agencies for our job postings. Search firms or agencies without an applicable contract and/or express approval to recruit for the role in question — that choose to submit a  resume or client information to our career page or to any employee of Fulgent — will not be eligible for payment of any fee(s), and any associated shared data will become the property of Fulgent.