About the position
The Contract, IT Desktop Engineering provides strategic technical support and design for internal computer systems, software, and hardware. This role involves, but is not limited to, PowerShell scripting, the configuration, maintenance, and distribution of images; application packaging; software portal updates and maintenance; and Windows patching and deployment. Responsibilities also include installing, configuring, and troubleshooting desktop and laptop computers, VDI machines, tablets, and phones in a diverse environment. The specialist ensures the protection of passwords, data integrity, and file system security within the desktop environment. The Contractor, IT Desktop Engineering conveys complex technical information to both technical and non-technical personnel. They may also train the organization's computer users on basic and specialized applications. The Contractor, IT Desktop Engineering adheres to relevant regulatory requirements and company Standard Operating Procedures (SOPs) as appropriate.
Responsibilities
- Deploys laptops with Ivanti software and/or other endpoint management solutions.
- Conduct periodic reviews of the builds and provide best practices for updates and patch management.
- Familiarity with AutoPilot, as well as the ability to create and manage post-AutoPilot install scripts based on department/role requirements.
- Familiarity with both PC and MacBook deployment and patching.
- Application packaging/repackaging, validation, and maintaining the self-service software portal.
- Thoroughly tests patches before deploying them globally, ensuring compatibility and stability.
- Create reports from ServiceNow and ensure Power BI reports are maintained and updated.
- Maintains comprehensive documentation of the patch management process, including test results, deployment procedures, and any issues encountered.
- Works collaboratively with other IT teams to schedule and coordinate patch deployments.
- Communicate effectively with stakeholders about patch management activities.
- Handles inquiries via telephone, remotely, or in person as required.
- Troubleshoots and performs repairs for laptops peripherals located onsite and/or remotely.
- Responds to assigned incident system tickets in ServiceNow (routine and urgent) processes within the timeframe specified by the current service level agreement.
- Participate in and follow the Incident Management, Problem Management, and Change Management ITIL processes.
- Follows standard operating processes and best practices for all service situations.
- Escalates issues to appropriate groups as necessary.
- Recommend new procedures for troubleshooting and maintenance.
- Participates in and contributes to IT projects, including system upgrades and service improvement initiatives.
- Accountable for learning/utilizing new services and products or changes to existing services and products.
- Performs other tasks, assignments, and reporting as needed by management.
Requirements
- A High School diploma AND advanced academic training (diploma, certificate, associate's degree, etc.) in a related discipline.
- A minimum of 6 years of relevant professional experience, ideally within a pharmaceutical, biotechnology, CRO, or related environment.
- Demonstrated ability to leverage proven technical and customer services skills.
- Excellent verbal and written communication skills.
- Ability to work independently and collaboratively in a fast-paced, matrixed team environment.
- Demonstrated ability to assess technical issues and identify those that need to be escalated.
- Demonstrated customer service orientation.
- Technical proficiency with Endpoint Management Software.
- Familiarity with Ivanti, Intune, WorkSpace One.
- PowerShell and AutoIT scripting.
- Windows 10 and 11.
- Active Directory and Azure.
- VDI.
- LAN and WAN technology.
- Microsoft 365 suite, primarily Excel.
- An analytical thinker with excellent problem-solving skills.
- Excellent planning, organization, and time management skills.
Nice-to-haves
- A+ Certification.
- MCSA Windows 10/11.
Benefits
- Hybrid position (Around 3 times/per week in the office).
- The ability to lift boxes weighing a maximum of 60 lbs. may occasionally be required.
- Ability to occasionally crawl under desks.
