Desktop Support Engineer I/II

Information Technology Research Triangle Park, North Carolina


Description

Position at Premier Research

Premier Research helps highly innovative biotech and specialty pharma companies transform life-changing ideas into reality, targeting unmet needs in analgesia, neuroscience, oncology, pediatrics, and rare diseases.

We’re looking for an exceptional Desktop Support Engineer I/II to bring your passion to our team. You will be encouraged to grow professionally and personally while enjoying cross-functional partnerships with genuinely supportive colleagues, regardless of location or seniority. Most importantly, you will be using your skills to bring tangible hope to critically ill patients around the world.

At Premier Research, we are science-minded and heart-centered. Join us.

Overview:

The Desktop Support Engineer I/II works as a member Desktop Support/Tier II function within the IT End User Services (EUS) department, providing IT technical support service to office and regionally based customers, both internal and external and across multiple time zones.  This role is responsible for addressing IT incidents and processing service requests with efficiency, expediency, and high-quality results. 

The global IT End User Services (EUS) department utilizes industry best practices in IT Service Management (ITSM) to ensure the efficient operation and support of all aspects related to the end user experience. Engaging with a global end user population, this role provides support and advice by identifying and applying solutions from the available knowledge base and/or by collaborating with the global IT team to resolve end user issues.  Aspects of support include both hardware and software applications in use by the user community. 

Responsibilities: 

Incident Management and Request Fulfillment activities, including but not limited to: 

  • Acknowledge receipt, prioritize, respond and resolve incidents/fulfil service requests assigned to Desktop Support in accordance to the Service Level Agreements and following the established internal processes, customer service best practices, Company Policies, SOPs and WG documents 
  • Drive customer satisfaction through efficient and professional handling of all incidents and service requests 
  • Proactively follow-up with end users when available to ensure successful incident resolution and request fulfilment 
  • Perform IT support of software, hardware and mobile devices, utilizing administrative account(s) with elevated privileges as well as specialized PC remote control tools 
  • Perform user account management/administration – add, remove, manage permissions, password/PIN reset (e.g. Active Directory, Exchange/Office 365, WebEx, Mobile Device Management system, as well as other company-specific applications/platforms) 
  • Fulfil software, hardware and mobile device provisioning requests in accordance to the established procedures and business requirements 
  • Provide desk side/onsite support, including new hire equipment setup, hardware moves, break/fix activities, and general technical and desktop application support to office-based users  
  • Coordinate with third party service providers for support as needed 
  • Escalate incidents and requests outside of Desktop Support scope, level of access and capabilities 
  • Ensure all end user service interactions are properly documented in the ITSM tool 
  • Act as escalation point for Service Desk Engineers 
  • Assist with Desktop Support queue management and workload distribution 
  • Identify and develop IT support materials both for the Desktop Support team and end users, e.g. knowledge base articles, job aids, FAQs   

Asset management activities, including but not limited to: 

  • Image workstations with company-specific Windows build, utilizing specialized imaging tools  
  • Track Company assets through their lifecycle and current assignment status in a designated asset management system/database  
  • Track hardware peripherals assignment status in an inventory database 
  • Liaise with third party vendors on procurement and delivery of equipment to and from regionally based users 
  • Ensure company assets with proprietary data (laptops, mobile devices) are retrieved in a timely manner, following upgrade/replacement 
  • Participate in receipt, remote delivery, and management of company assets 
  • Occasional lifting/moving of boxes with hardware (e.g. laptops, monitors, printers, etc.) 

New Hire Onboarding - deliver IT specific onboarding/orientation to new hires, joining the Company. 

Support activities within Desktop Support scope, related to the IT infrastructure on Company premises, including but not limited to: 

  • Local Area Networks (e.g. patching, cabling, etc.) 
  • Troubleshooting issues with Printers, Faxes and Multi-function Devices 
  • Troubleshooting issues with IP phones and conference rooms audio and video equipment 

Other responsibilities, including but not limited to: 

  • Be an active member of the Desktop Support team and larger End User Services department by contributing to the efficient operation and ongoing improvement of the processes related to the team 
  • Suggest potential improvements to the global end user experience 
  • Work off standard business hours to provide coverage as required or accommodate specific business needs 
  • Occasional travel, including international, may be required 

Educational Background  

  • Bachelor's degree in Computer Science, Information Technology, or related discipline and 2-4 years’ experience or 2-4 years’ experience supporting 250+ users in a globally distributed IT environment 
  • Previous experience working in an ITIL environment 
  • Experience in the following domains:  
    • MS Active Directory 
    • MS Office Suites; Office 365 
    • Exchange Mailbox and mobile device synchronization and configuration 
    • IT Service Management systems (e.g. SysAid, ServiceNow, Remedy) 
    • Interrelated desktop and mobile applications for Microsoft Windows operating systems and its utilities (e.g. Microsoft Office, Adobe Acrobat) 
    • Internet browsers (e.g. Internet Explorer, Edge, Firefox, Google Chrome) 
    • Web-based collaborative platforms/frameworks (e.g. SharePoint, Box, One Drive, etc.) 
    • Desktop application support 
    • Working with anti-virus tools to install or remedy virus and/or malware infections 
    • Secure software applications for remote resources (e.g. Cisco VPN, FortiClient)
    • Computer imaging provisioning software (e.g. Symantec Ghost, Microsoft SCCM) 
    • Supporting a mobile workforce with remote support tools (e.g. Dameware, VNC, LogMeIn, Team Viewer, etc.) 
    • Working with laptops/desktops in a break/fix environment 
    • Network monitoring and reporting tools (e.g. Lansweeper, Microsoft System Center 2012) 
    • Network shares and permissions 
  • Clinical drug development or other highly regulated industry background preferred 

Expertise 

  • Currently supported Microsoft Windows Operating Systems (e.g. 7, 10) 
  • MS Office including Office 365 
  • Remote Support Tools 
  • Active Directory account administration 
  • MS Exchange/Office 365 administration 
  • Laptops and Desktops (e.g. Dell, HP, Lenovo, Microsoft Surface, etc.) 
  • Network 3-in-1 devices (Printer, Scanner, Fax) 
  • Collaboration tools (e.g. WebEx, Microsoft Teams, etc.) 
  • Collaboration platforms (e.g. SharePoint, Box, One Drive, etc.) 

Personal Skills & Behaviours 

  • Ability to read, write, and speak fluent English 
  • Strong verbal and written communication skills 
  • Customer service focused approach 
  • Strong technical troubleshooting skills 
  • Excellent team player; collaborative and effective 
  • Motivated self-starter with the ability to self-manage assigned or implied tasks 
  • Ability to multitask and work effectively in a fast-paced environment with changing priorities 
  • Excellent organizational and time-management skills, able to prioritize work to meet deadlines and objectives 
  • Maintains a positive, results orientated approach