The Gateway Labs Infrastructure Site Services (GLISS) is responsible for the delivery of services that are both consumed directly by end users, as well as network management and monitoring of existing network elements, including optimization and deployment of required devices per network design. As part of the IT support team, the individual will coordinate IT work with the Gateway Site Support Lead and work closely with the on-site operations support team.

The IBI position will focus on delivery of infrastructure services to the Gateway Community Members across all Information service areas. The primary customer base for this position is San Francisco, CA. As a contact on site, this role has operational responsibility for managing successful delivery of IT services, and as point of contact to facilitate and coordinate the delivery of external services from IT vendors. This role is also responsible for delivering IT Infrastructure projects and local essential tasks not managed by Gateway residents or vendors.

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Required Skills & Experience

5+ years working in an IT support team following ServiceDesk practices. (Multi-site support, incident management, problem management, change management).
Bachelor's or Associate degree in Computer Science, Information Technology, Information Management, or other related fields.
Broad knowledge of IT Service Support
Knowledge of site-specific environment
Self-starter, ability to work independently
Exemplary communication skills (English)
Strong network understanding
Good knowledge of Telephony solutions
Strong teamwork and people skills
Ability to manage multiple priority projects
Vendor engagement skills
Incident problem management
Experience working around lab or manufacturing environments (preferably pharmaceutical)
Basic knowledge of telecom, workplace, AV and mobility technologies and how to support them.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.