Kiniksa Pharmaceuticals
Desktop Support Engineer
Kiniksa Pharmaceuticals, Lexington, Massachusetts, United States, 02173
Kiniksa is a biopharmaceutical company focused on discovering, acquiring, developing and commercializing therapeutic medicines for patients suffering from debilitating diseases with significant unmet medical need. The company is advancing a pipeline of immune-modulating, clinical-stage product candidates that are based on strong biologic rationale or validated mechanisms, target underserved conditions and offer the potential for differentiation.
We are seeking a highly motivated and experienced Desktop Support Engineer to join our growing IT team. In this role, you will be responsible for providing technical support to end-users, ensuring the smooth operation of their desktop systems and related peripherals. Experience in an FDA-regulated environment is highly desirable. You will troubleshoot hardware and software issues, install and configure software, and provide excellent customer service.
Key Responsibilities:
End-User Support:
Provide first-level technical support to end-users via phone, email, and in-person. Diagnose and resolve hardware and software issues for desktops, laptops, printers, and other peripherals. Assist users with password resets and account management. Software Installation and Configuration:
Install and configure operating systems, applications, and other software. Manage software licenses and updates. Ensure software compliance with company policies and regulatory requirements. Hardware Maintenance and Repair:
Perform basic hardware maintenance and repairs, including replacing components like hard drives, RAM, and video cards. Coordinate with vendors for warranty repairs and replacements. Documentation and Asset Management:
Maintain accurate records of hardware and software inventory. Document troubleshooting steps and solutions in a knowledge base. Assist with the procurement and deployment of new hardware and software. Compliance within a Regulated Environment:
Adhere to all relevant company policies and procedures, especially those related to data security and compliance within an FDA-regulated environment (e.g., 21 CFR Part 11). Assist in audits related to desktop systems and user access. Other duties as assigned. Qualifications:
Education:
Associate's degree in Computer Science, Information Systems, or a related field, or equivalent experience. Bachelor's degree preferred. Experience:
3+ years of experience as a Desktop Support Engineer. Industry Knowledge:
Experience working in a regulated environment, preferably within the pharmaceutical, biotech, or medical device industry with familiarity with FDA 21 CFR Part 11 and other relevant regulations. Technical Skills: Strong knowledge of Windows operating systems (Windows 10/11, Mac OS is a plus). Proficiency in installing and troubleshooting software applications. Familiarity with AD/Azure AD, Intune including AutoPilot, O365 Applications, Okta, Jamf & Zoom Workplace. Experience with ticketing systems (FreshService). Experience managing support escalations with 3rd parties including HP and Lenovo. Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Certifications:
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
Other Skills: Excellent customer service and communication skills. Strong problem-solving and troubleshooting skills. Ability to work independently and as part of a team. Ability to prioritize and manage multiple tasks effectively. Ability to lift and move computer equipment and boxes of supplies weighing up to 30lbs as needed
We are seeking a highly motivated and experienced Desktop Support Engineer to join our growing IT team. In this role, you will be responsible for providing technical support to end-users, ensuring the smooth operation of their desktop systems and related peripherals. Experience in an FDA-regulated environment is highly desirable. You will troubleshoot hardware and software issues, install and configure software, and provide excellent customer service.
Key Responsibilities:
End-User Support:
Provide first-level technical support to end-users via phone, email, and in-person. Diagnose and resolve hardware and software issues for desktops, laptops, printers, and other peripherals. Assist users with password resets and account management. Software Installation and Configuration:
Install and configure operating systems, applications, and other software. Manage software licenses and updates. Ensure software compliance with company policies and regulatory requirements. Hardware Maintenance and Repair:
Perform basic hardware maintenance and repairs, including replacing components like hard drives, RAM, and video cards. Coordinate with vendors for warranty repairs and replacements. Documentation and Asset Management:
Maintain accurate records of hardware and software inventory. Document troubleshooting steps and solutions in a knowledge base. Assist with the procurement and deployment of new hardware and software. Compliance within a Regulated Environment:
Adhere to all relevant company policies and procedures, especially those related to data security and compliance within an FDA-regulated environment (e.g., 21 CFR Part 11). Assist in audits related to desktop systems and user access. Other duties as assigned. Qualifications:
Education:
Associate's degree in Computer Science, Information Systems, or a related field, or equivalent experience. Bachelor's degree preferred. Experience:
3+ years of experience as a Desktop Support Engineer. Industry Knowledge:
Experience working in a regulated environment, preferably within the pharmaceutical, biotech, or medical device industry with familiarity with FDA 21 CFR Part 11 and other relevant regulations. Technical Skills: Strong knowledge of Windows operating systems (Windows 10/11, Mac OS is a plus). Proficiency in installing and troubleshooting software applications. Familiarity with AD/Azure AD, Intune including AutoPilot, O365 Applications, Okta, Jamf & Zoom Workplace. Experience with ticketing systems (FreshService). Experience managing support escalations with 3rd parties including HP and Lenovo. Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Certifications:
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
Other Skills: Excellent customer service and communication skills. Strong problem-solving and troubleshooting skills. Ability to work independently and as part of a team. Ability to prioritize and manage multiple tasks effectively. Ability to lift and move computer equipment and boxes of supplies weighing up to 30lbs as needed