IT Support Engineer & Digital Skills Coach

Company: Tbwa Chiat/Day Inc
Location: San Francisco
Posted on: November 2, 2024

Job Description:

About Apogee TherapeuticsFounded in 2022, Apogee Therapeutics, Inc. (Ticker: APGE) is a well-funded, Nasdaq listed company that offers the opportunity to work in a fast-paced, highly dynamic environment. At Apogee, you can actively contribute to shaping the company culture, take on various roles and responsibilities, and grow professionally.Apogee Therapeutics, Inc. is a biotechnology company seeking to develop differentiated biologics for the treatment of atopic dermatitis, chronic obstructive pulmonary disease, and other inflammatory and immunology indications with high unmet need. Our antibody programs are designed to potentially overcome limitations of existing therapies by targeting well-established mechanisms of action and incorporating advanced antibody engineering to optimize half-life and other properties. We seek to reshape the current standard of care for inflammatory and immune diseases because we believe people living with these diseases deserve the best possible treatment, and we refuse to stop at "good enough."We are a fast-paced company committed to building an exceptional company culture, founded on our C.O.R.E. values: Caring, Original, Resilient, and Egoless.If this sounds like you, keep reading!Role SummaryWe are seeking a skilled and passionate IT Support & Digital Skills Coach to join our team. Having a customer-service and user-experience focus will be critical for success in this position. Your primary responsibility will be to empower Apogee team members through effective support, training, and coaching in the use of key digital tools such as Microsoft Office365, Teams, SharePoint/OneDrive, CoPilot, DocuSign, Zoom, and AV technology, enhancing our overall digital proficiency and ability to accelerate the innovation cycle. You will also be responsible for onsite services at our new collaboration center in San Francisco and for key escalations from our Helpdesk. In addition, this role will be part of the onboarding process for new Apogee team members, with checkpoints at 30, 60, and 90 days to ensure they are leveraging digital resources to do their best work.Key Responsibilities

• Team Support and Engagement:
  • Provide hyper-responsive support to Apogee team members, addressing questions and troubleshooting issues, with a customer-service and user-experience focus.
  • Gather feedback to continuously improve training and support services.
  • Foster a culture of digital innovation and continuous learning.
  • Provide prompt and efficient technical support to Apogee team members via phone, email, chat, and in-person.
  • Troubleshoot hardware, software, and network issues on a variety of devices, including desktops, laptops, mobile devices, and peripherals.
  • Install, configure, and maintain software applications and operating systems.
  • AV Support and Meeting Management:
    • Set up, configure, and troubleshoot audiovisual equipment for meetings, presentations, and events, especially at our new San Francisco facility.
    • Ensure all AV equipment, microphones, speakers, and video conferencing systems are functioning correctly across all locations.
    • Provide onsite support during company meetings and events as needed, to address any technical issues that may arise.
    • Coordinate with internal teams and external vendors to ensure seamless execution of meetings and events.
    • Assist with the setup and management of virtual meetings using platforms such as Zoom & Microsoft Teams.
    • Digital Skills Coaching:
      • Conduct regular personalized and group training sessions focusing selectively on Microsoft O365, DocuSign, Zoom, Teams, Okta, and other digital tools to enable each Apogee team member to gain confidence and have the skills they need for their specific role.
      • Develop engaging but brief training materials and tutorials tailored to various skill levels.
      • Employ highly effective coaching techniques to boost digital literacy and Apogee team member confidence.
      • Customer Service:
        • Deliver exceptional customer service, ensuring a positive and professional experience for Apogee team members.
        • Maintain a high level of confidentiality and discretion when dealing with sensitive information.
        • Build and maintain strong relationships with Apogee team members, understanding their unique needs and preferences.Ideal Candidate
          • Bachelor's degree or equivalent in computer science, information technology, or related field.
          • 8+ years of experience in IT support or related technical role in a fast-paced high growth environment, pharmaceutical/biotech industry preferred.
          • Familiarity with Office365 administration, Okta administration, ZScaler, and Neat A/V equipment.
          • Excellent leadership and communication skills, with the ability to collaborate effectively with diverse teams and stakeholders.
          • Familiarity with industry trends, emerging technologies, and best practices in enterprise application management.
          • Strong contributor with a growth mindset, willing to learn from others, and dedicated to promoting a psychologically safe environment.
          • Successful demonstration of Apogee's C.O.R.E. values: Caring, Original, Resilient, and Egoless.
          • 10 - 15% travel is required.
          • 2 - 3 days per week on-site is required.The anticipated salary range for candidates for this role will be $90,000-$115,000. The final salary offered will depend on several factors, which may include, but is not limited to relevant years of experience, educational background, and geography.What We Offer
            • A great culture, grounded in our C.O.R.E. values: Caring, Original, Resilient, and Egoless.
            • Opportunity to work in a fast-paced, highly dynamic environment where you help shape the culture and company, wear multiple hats, and learn quickly.
            • Market competitive compensation and benefits package, including base salary, performance bonus, equity grant opportunities, health, welfare & retirement benefits.
            • Flexible PTO.
            • Two, one-week company-wide shutdowns each year.
            • Commitment to growing you professionally and providing access to resources to further your development.
            • Apogee offers regular all team, in-person meetings to build relationships and problem solve.
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Keywords: Tbwa Chiat/Day Inc, Tracy , IT Support Engineer & Digital Skills Coach, Engineering , San Francisco, California