Senior Systems Support Specialist, End-User Services (Desktop Support)

Information Technology Seattle, Washington


Description

Zymeworks is a clinical-stage biopharmaceutical company dedicated to the discovery, development and commercialization of next-generation bispecific and multifunctional biotherapeutics, initially focused on the treatment of cancer.  Zymeworks’ suite of complementary therapeutic platforms and its fully-integrated drug development engine provide the flexibility and compatibility to precisely engineer and develop highly-differentiated product candidates. 

Zymeworks is seeking a highly-motivated professional who is looking to grow their career with our company. 

About The Position 

The Senior Systems Support Specialist, End-User Services will provide front-line technical support of Information Technology systems within Zymeworks’ corporate offices, laboratory environment and to remote employees. Under the direct supervision of the Supervisor, End-User Services, this position will be part of a team supporting and maintaining leading-edge technologies in a rapidly evolving environment. 

This position will report to the Lead, End-User Services and will be based in Seattle, WA. 

Key Responsibilities 

  • Provides support for desktop hardware and software. Troubleshoots support issues.
  • Monitors incoming trouble ticket queues and triages tickets as necessary.
  • Identifies issue requests that exceed service level agreement and prioritizes accordingly.
  • Manages testing and deployment of software update packages for operating systems and application software
  • Identifies system requirements, conducts product research, obtains quotes, prepares proposals recommending technology purchases and oversees and/or participates in the implementation of that technology.
  • May provide technical guidance to staff. Coordinates schedules and assigns tasks to reach overall objective within costs, quality and timeline.
  • Develops and maintains vendor relationships, manages IT purchases, tracks physical assets and monitors warranty status.
  • Monitors software licensing and ensures compliance. Forecasts licensing needs and acquire additional licenses as necessary.
  • Provides input into Best Practices. Reads, writes, reviews and edits documentation including work instructions, SOPs, validation documentation, installation instructions.
  • Provisions workstations for new hires and completes on-boarding orientation.
  • Actively works to foster an environment of effective and collaborative working relationships amongst employees, management and external partners/vendors.
  • Participates in on-call rotation to provide support of business critical workflows outside of normal business hours.
  • Reads pertinent literature to improve technical knowledge and maintain awareness and understanding of developments related to current or anticipated projects and/or products.

Education and Experience 

  • A technical diploma in a related discipline and a minimum of 5 years' experience or an equivalent combination of education and experience.
  • Minimum of one relevant technical certification required.
  • Proven interpersonal skills with the ability to work collaboratively as a member of a team. Ability to establish and maintain effective working relationships.
  • Effective oral and written communication skills with the ability to explain technical concepts to non-technical users.
  • System administration and orchestration of Microsoft Windows clients and servers
  • 5 years experience with end-user support of Apple OSX and Windows workstations in a corporate environment.
  • Understanding of networking principles and technologies, including Juniper Switches and Palo Alto Firewall
  • Experience with Information Technology in a laboratory setting
  • Strong organizational skills and the ability to work effectively in a high paced, fast changing environment. Results-oriented
  • Exposure to and training in the supervision of more junior personnel
  • Excellent oral and written communication skills with the ability to explain technical concepts to non-technical users
  • Highly proficient with OSX and Windows operating systems
  • Strong understanding of systems supporting End-user components such as desktop
  • An equivalent combination of education and experience may be considered.
  • Embody and champion Zymeworks’ values:  Innovate. Act with Integrity. Collaborate. Care.
  • Adhere to the highest degree of professional standards and strict confidentiality on matters that require discretion.

Why Work for Us? 

Innovation. Act with Integrity. Collaboration. Care

We come from many countries, cultures, races, ethnicities, abilities and nationalities. We bring our passions including singing, biking, swimming, dancing, cooking, volunteering, parenting, coaching and much more! We are proud of our nearly equal balance of men and women and strengthened by our non-binary and transgender team members. Every employee belongs. 

We offer challenging career opportunities, competitive benefits and an environment that recognizes and rewards performance.