Sr. Desktop Engineer

 

At Alcami, we deliver reliable solutions that unlock the potential of transformative medicines from discovery to commercialization, through trusted partnership with our clients, recognized industry expertise and proven regulatory track record.

 

Are you interested in joining our team?

Job Summary

The Senior Desktop Engineer will help ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Additionally, problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Sr. Desktop Engineer position will involve manufacturing and scientific computer system installation, test execution, and support.

On-Site Expectations

• 100% on-site position.
• 1st Shift: Monday - Friday, 8:00am - 5:00pm. 
• After-hours and flexible hours as needed.

Responsibilities

End User Support

• Field incoming help requests via ticket system, walk-up, telephone, and e-mail in a courteous professional manner.
• Documents all pertinent end-user identification information, including name, department, contact information and nature of problem or issue in our incident management system.
• Builds rapport and elicits problem details from helpdesk customers.
• Triages and escalates problems when required.
• Provide exceptional customer service and follow up on incidents and issues.
• Perform end user account management as required.

PC Management

• Deploy PC Images and complete user setup as assigned or required.
• Manage and maintain accurate and detailed records of hardware receipt and assignments.
• Apply diagnostic utilities to aid in troubleshooting PCs, manufacturing, and laboratory systems.
• Administer and maintain end user accounts, permissions, and access rights across the company.
• Install software as requested by users in accordance with IT software standards
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.

Technical Overviews and Training

• Record, track, and document the help desk request problem solving process.
• Identify and learn appropriate software and hardware used and supported by the company.
• Test fixes to ensure the problem has been adequately resolved.
• Develop and publish training instructions, how to sheets, and frequently asked question lists for end users.
• Conduct IT onboarding training for end users.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Ensure timely completion and compliance with cGMP and all other relevant company training requirements.
• Other duties as assigned.

Qualifications

• Bachelor's Degree in Computer Science or related field required, or equivalent experience.
• A+ Certifications preferred.
• 5+ years’ experience in an information technology support role required with experience in supporting pharmaceutical or manufacturing areas.
• Experience using or supporting laboratory or manufacturing systems and processes preferred.

Knowledge, Skills, and Abilities

• Extensive experience with desktop operating systems, including Windows 10 and Windows 11.
• Extensive application support experience with Microsoft suite and Adobe Acrobat.
• Working technical knowledge of current network hardware, protocols, and standards, including TCP/IP, DNS, DHCP, and Active Directory.
• Strong knowledge of multiple diagnostic utilities, including Microsoft tools (e.g., PowerShell, CMD).
• Strong analytical and problem-solving skills with attention to detail and accuracy.
• Experience with Incident management process systems like ServiceNow or similar.
• Experience with thin-client setup and virtual clients such as VMware, Citrix, etc.
• Experience with remote access VPN client and troubleshooting.
• Strong knowledge of computer hardware and mobile devices including smartphones.
• Strong understanding of IT security principles and best practices.
• Proven record of performing and supporting IT projects as needed across multiple areas.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
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