IT Helpdesk Specialist 2

As an IT Helpdesk Specialist at Natera, you will provide enterprise-level end-user support within our high-growth biotech environment. You are responsible for troubleshooting complex technical issues, developing robust IT solutions, and sustaining service improvements to ensure seamless operations. Key Responsibilities: - Analyze, design, deploy, and sustain innovative technologies that address both internal IT needs and critical end-user requirements. - Manage issue resolution effectively via email, phone, and ticketing systems with a primary focus on customer follow-up and satisfaction metrics. - Actively participate in strategic projects to enhance our IT toolset, including virtualization initiatives, centralized asset management, software license optimization, monitoring/alerting frameworks, identity/user governance, and network platform improvements. Required Qualifications: - Demonstrated aptitude for problem analysis with a strong emphasis on follow-through and customer service excellence. - Bachelor's degree in a technical field or equivalent professional experience along with relevant certifications. - Minimum of 2 years supporting desktop technology within a large-scale enterprise environment. - Proven track record supporting Microsoft (Windows) and Apple ecosystems, including applications like Google Apps and MS Office. - Experience developing desktop standards and implementing automated configuration templates. - Ability to communicate effectively across all organizational levels. Preferred Qualifications: - Prior experience in HIPAA-regulated biotech, pharmaceutical, or healthcare settings. - ITIL Foundation certification. - Expertise with Microsoft Systems Center, Active Directory (AD), Atlassian suite (Jira, ServiceDesk, Confluence).