IT Client Services Technician I in Sunnyvale, California at Cepheid

Date Posted: 2/8/2018

Job Snapshot

Job Description

Job ID: CEP000401

About Us

At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. With our GeneXpert® System, we’ve taken the most sophisticated molecular technology and packaged it into an automated, easy-to-use format that has quickly become the platform of choice worldwide. From the largest laboratories to small physician offices, our game-changing solution delivers critical answers when clinicians and patients need them most. Through strong molecular biology capabilities and ongoing product innovation, we are focused on developing tests for healthcare-associated infections, sexual health, critical infectious disease, virology, and oncology applications. Come join our vision for a better way and help make life better for us all! For more details, visit us at or follow us on Twitter (@CepheidNews).


Become part of an organization that is passionate about customer service through focus on process, people and technology. Cepheid IT is an exciting organization comprised of technical professional employees who are dedicated to empowering the productivity of Cepheid�s workforce worldwide.

Provide hardware and application support to local and remote employees across multiple Cepheid sites. Partner with other members of Global Operations & Infrastructure support staff to provide timely and quality support services to Cepheid�s internal user community.

Primary Responsibilities:
Provides support via telephone; remotely manages client machines located throughout various locations including employee cubicles, clean room labs, manufacturing line and remote sales team
Provides elevated support Cepheid�s Executive Management staff and their admins
Follow established procedures; create and update documentation; assume ownership of end-user issues and strive to provide excellent service to all business partners
Create and/or modify the initial record of the request; resolve all tier one end-user issues over the phone and escalate next level support as appropriate to more senior technical support associates within the IT department
Must research and be familiar with all hardware technology currently used by Cepheid employees, including video conferencing, PC tablets and smart phones
Must coordinate and take the lead with other members of IT to fulfill support requests
Visits employee at cube-side for hands-on support as needed
Unpacking pallets/boxes of desktop and laptop computers in large quantities
Imaging a variety of machines including Windows 7/10, Mac OS
Creating and enabling/disabling accounts working within Active Directory on Windows servers
Install applications via electronic delivery
Application support, including general account creation, password resets, installation and general troubleshooting
Routinely screen work orders and distribute to appropriate subject matter experts
Communicate with end-users regarding support ticket status and follow up to assess customer satisfaction level
Provide problem resolution to the end-user, work with users to determine problem and classify level, priority and nature of problem
Perform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional manner
Participate in special projects as required

Required Skills/Experience:
2 � 4 years related experience
High school diploma or GED or equivalent experience
Possess working knowledge of the configuration, use and troubleshooting of Windows XP, Windows 7 and Microsoft Office products
Possess working knowledge of the configuration, use and troubleshooting of laptop/desktop hardware and internet applications including browsers, e-mail and VPNs
Be able to provide user-friendly support and instruction to computer users
Understanding of current computer hardware and software technologies
Excellent verbal and written communication skills
Basic understanding of LAN / WAN Networks and Cisco VPN
Maintain strict confidentiality and respect for the purpose of ensuring network security
Must be able to learn new technical skills and quickly adjust to fast changing priorities and deadlines
Previous experience in a call center environment providing technical support via remote tools preferred
Must be able to provide support outside of the regular business hours (weekends, holidays, etc.) as required
Familiarity with iPhones, iPads, Cisco IP phones, Blackberry devices and AirCards
Experience with Active Directory, Outlook, Exchange, Antivirus and Security applications a plus

Preferred Qualifications:
Bachelor�s Degree in Information Technology, Computer Science or equivalent
Associates degree, Microsoft Certified Professional (MCP) or equivalent certifications

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

Job Requirements


See Description

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.