Desktop Support Specialist - 2nd Shift

Replimune Limited • Woburn, MA

286d

About The Position

Replimune's mission is to revolutionize cancer treatment with therapies designed to activate a powerful and durable full-body anti-tumor response, boldly transforming cancer care because patient's lives depend on it. We imagine a world where cancer is a curable disease. At Replimune, we live by our values: United: We Collaborate for a Common Goal. Audacious: We Are Bold and Innovative. Dedicated: We Give Our Full Commitment. Candid: We Are Honest With Each Other. People are at the center of everything we do, and when it comes to our employees, we make it personal. With a deep sense of purpose, an innovative and collaborative culture, a competitive and forward-looking total rewards program, everyone at Replimune has a unique opportunity to contribute to the meaningful work we do which could impact the lives of patients. Join us, as we reshape the future.

Requirements

• A bachelor's degree in information technology or a comparable related field or work experience.
• At least 3 years' experience working in a desktop support role, not just phone support.
• Customer service experience working with lab or manufacturing staff in a fast-paced environment preferred.
• Microsoft 365 Admin, Azure AD, AD, Exchange, and Endpoint Manager experience is required.
• Microsoft 365, Intune, and Active Directory administration, O365 application support that includes the full Microsoft Office suite.
• Technical experience in administering, supporting, and deploying Windows 11 and macOS.
• Experience supporting Zoom and Microsoft Teams on client and room-based systems including conference rooms.
• Proven advanced knowledge of Windows operating systems, conferencing, and network solutions.
• Knowledge and understanding of multi-factor authentication, supporting printer and photocopiers.
• Experience supporting software and solutions integrated with SSO.
• Ability to communicate technical problems and instructions to end users in terms that are easy to understand.
• Strong troubleshooting skills and drive to provide proper resolution and continuous process improvements.
• Customer-centric attitude with excellent written and verbal communication skills.

Nice To Haves

• Additional industry certifications, MSCE and customer-oriented working experience is preferred.

Responsibilities

• Provide onsite support to our Framingham location for our second shift workers.
• Serve as the face of IT support, deliver white glove customer support for reported problems with laptops, MacBooks, peripherals, and mobile devices.
• Troubleshoot and manage technical issues for onsite & remote employees.
• Provide support to the Manufacturing organization inside and outside the Labs.
• Follow procedures to image Windows machines and occasionally MacBooks, set them up in staging, deploy them deskside or remotely and onboard the end user to the machine.
• Set up, run maintenance on and retire user accounts and software accounts.
• Test and troubleshoot network connectivity and wireless access for local and remote computers or devices.
• Perform account maintenance with Active Directory and Microsoft Entra.
• Work with and coordinate with vendors to troubleshoot and resolve issues.
• Understand and follow IT SOPs.
• Help to maintain SOP documentation relating to support articles, data configuration and work instructions (job aids).
• Ensure support tickets are resolved in accordance with Service Level Agreements and customer policies / procedures.
• Maintain inventory of assigned equipment and supplies in the IT storage areas.
• Follow guidance, policies, and best practices to maintain security and confidentiality of company information both inside and outside the company.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree