IT Intern - Support Specialist (INTERNSHIP)

SOPHiA GENETICS combines deep expertise in life sciences with mathematical capabilities in data computing to create the future of AI-assisted Medicine. We are growing our Technology Services, and seeking a IT INTERN - SUPPORT SPECIALIST is part of the Global Technology Operations team.

SOPHiA GENETICS (NASDAQ: SOPH) combines Data-Driven Medicine, Genomics and Radiomics, to ensure that the data used to help patients today will also benefit the patients of tomorrow. SOPHiA DDM™ Platform in supporting multimodal data-driven medicine.

About the Role

The Junior Support Specialist responsibilities include resolving internal UT questions and complaints and guiding internal users through IT features and functionalities. He/she should be an excellent communicator who’s able to earn our employees trust.

This role is part of the IT Services Team as a component of the Information Technology Department

Requirements

RESPONSIBILITIES

Prioritization, resolution and completion of escalated tickets of end user help requests

• Expedite resolution of issues through service desk manager software
• Analyzes complaints from employees and provides adequate resolutions.
• Tracks proposed resolutions and follows up with employees in a timely fashion.
• Ensure all issues are registered and followed until completion (follow up with 2nd and 3rd level support)
• Develops and maintains knowledge of the products.
• Create and update Support documentations
• Create and update FAQ (knowledge base)

IT Technical Support

• Diagnosing and troubleshooting
• Identifies, researches, and resolves technical problems
• Monitor production systems and report malfunctions
• Analyze and report product malfunctions

User’s account creation and management

• Create users accounts based on HR requests followed by procedure
• Manage platform accounts, manager users accounts and licenses

Hardware, Software, Accounts and Accesses

• Order, Install and configure equipment, hardware and applications
• Manage user accounts
• Manage licensing
• Manage company assets via Mobile Device Management software.

REQUIREMENTS

1. Other Experience & Skills

• Excellent communication and problem-solving skills
• Rigorous, structured, flexible, stress resistant and autonomous
• Current College Student -information Technology or related - rising Junior and above.
• Multitasking abilities; Team spirit; End User Oriented
• Accept constructive criticism and customer feedback regarding their experience with software or IT services
• Fluent in English

2. Competencies

• Familiar with troubleshooting techniques in different operating systems including Mac OS and Windows.
• Familiar with command line, able to read logs, find processes and create shell scripts
• Basic understanding of networking technologies (LAN/WAN and wireless)
• Comfortable working in and assisting others through help desk software, in addition to other remote access desktop programs
• Skilled in documenting written troubleshooting, work instructions, procedure
• JIRA & Confluence is a plus
• Microsoft Office 365 apps

Benefits

• A flexible, friendly, and international working environment with a collaborative atmosphere
• Flexible working hours, including hybrid remote / on-site working model
• An exciting company mission that brings together science and technology to directly impact the lives of patients with life threatening illness.
• A fast-growing company with plenty of opportunity for personal growth and development
• A hard technical challenge to solve with exciting modern technology - cloud computing, Big Data, DevOps, machine learning

Location: BOSTON MA - Hybrid 3 days onsite

Starting date: ASAP

Contract type: Internship of 6 -12 months - (40 HOURS EACH WEEK)