IT Support Engineering Specialist

Gilead Sciences • Santa Monica, CA

1d

About The Position

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together. Job Description Position Overview: The IT Support Engineer Specialist is responsible for supporting both VIP and standard users, performing advanced repairs and diagnostics related to system and network issues, and overseeing Executive Support Procedures. This role is expected to deliver outstanding customer service by promptly and effectively resolving support requests, proactively identifying potential challenges and future needs, and escalating system concerns as required. The specialist will diligently track the resolution of issues and provide timely updates to stakeholders and leadership, while consistently adhering to stringent privacy and confidentiality policies

Requirements

• At least five years of experience in IT support, focusing on VIP or executive support services.
• Advanced knowledge of networking, system administration, and security protocols is required.
• Proficient with cloud services, data management, and IT automation tools, and possess strong organizational skills to efficiently prioritize tasks.
• Flexible availability, including on-call duty and rapid response outside standard working hours.
• Proven track record of delivering tailored, discreet support to executive clients, along with excellent problem-solving skills and meticulous attention to detail.
• Demonstrated experience in supporting and diagnosing Active Directory, Microsoft Office 365, Okta, MS Office Suite, Zoom, MAC OS, Windows OS, network services, and related technologies is essential.
• Validated knowledge of networking fundamentals, including IP networking, wireless networks, laptops/tablets, Outlook, LAN/WAN integration, and mobile device management for assets such as iPads and iPhones.
• Strong communication skills are required, with the ability to explain technical topics to both technical and non-technical audiences.
• Maintain confidentiality at all times, exhibiting exceptional discretion and judgment.
• Self-motivation and a high level of attention to detail are critical for success in this role.
• Associate Degree in the Computer field and/or Information Technology Certifications. Will accept Executive level support Experience in the field and 5+ years OR Bachelors Degree in the Computer field and/or Information Technology Certifications. Will accept Executive level support Experience in the field and 4+ years OR Masters Degree in the Computer field and/or Information Technology Certifications. Will accept Executive level support Experience in the field and 2+ years of experience

Responsibilities

• Provide advanced IT support services to C-level executives, VIPs, and standard users, ensuring high levels of customer satisfaction while strictly adhering to established service level agreements.
• Handle complex network and system troubleshooting tasks, utilizing sophisticated diagnostic tools and techniques to quickly and effectively resolve technical issues.
• Take the lead in managing IT projects, specifically those aimed at enhancing the executive team's technical environment. This includes supporting and enforcing endpoint security standards and advanced protocols to protect company data and communications.
• Serve as a primary contact for incident management, demonstrating expertise in high-level incident response situations.
• Provide comprehensive support to VIPs, administrators, and standard users who encounter issues with desktop hardware, software, mobile devices, audio/visual equipment, and networking. You are expected to follow through each case to ensure successful resolution on the first touch.
• Facilitate a smooth onboarding experience for new employees, ensuring their technology setup is seamless from day one. You will adhere to established processes for new hires, identity management, SAP access, password resets, and IDM access, collaborating with the Service Desk to support users on a scheduled basis.
• Image and deploy systems—including laptops, desktops, tablets, smartphones, monitors, keyboards, mice, printers, and other accessories.
• Seek out innovative solutions to improve operational processes, service delivery, and technology support.
• Establish and monitor service delivery metrics and customer satisfaction, identifying and escalating systemic problems or automation opportunities to relevant teams as needed.
• Create a ticket and documenting the root cause using Service-Now, escalating to Tier II, Tier III, or external vendors when necessary, and consistently meeting or exceeding SLA expectations.
• Participate in creating knowledge articles and instructional videos may be required to enable both team members and customers in the effective use of technology.
• Provide coverage during early mornings, late evenings, and after-hours, as well as supporting virtual and physical events during executive meetings and other gatherings.
• Provide basic troubleshooting for home networks, audio/visual equipment, and workstation setups, and will share your expertise by training other employees on new applications, hardware, and software.
• Act as the office point person for troubleshooting at Levels 1, 2, and 3, network connectivity, audio/visual equipment testing, and inventory management.
• Assist with assigned projects, such as testing and supporting new technologies, and travel to support offsite event locations as necessary.

Benefits

• This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives (eligibility may vary based on role), paid time off, and a benefits package.
• Benefits include company-sponsored medical, dental, vision, and life insurance plans.
• For additional benefits information, visit: https://www.gilead.com/careers/compensation-benefits-and-wellbeing
• Eligible employees may participate in benefit plans, subject to the terms and conditions of the applicable plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree