Desktop Support Engineer
Kiniksa Pharmaceuticals
September 03, 2026
On-site
Lexington, MA
IT
Desktop Support Engineer
Responsibilities (including, but not limited to):
- Provide first-level technical support to end-users via phone, email, and in-person.
- Diagnose and resolve hardware and software issues for desktops, laptops, printers, and other peripherals.
- Assist with onboarding, offboarding, and employee lifecycle technology processes.
- Escalate complex issues to internal teams or third-party providers as needed.
- Identify opportunities for process improvement, automation, and enhanced user experience.
- Support Microsoft 365 administration across Office 365 admin centers (user support, license coordination, service health awareness, escalation of platform issues).
Software Installation and Configuration:
- Install and configure operating systems, applications, and other software.
- Manage software licenses, updates, and user access via Microsoft 365, Intune, Jamf, and other approved enterprise platforms.
- Ensure software compliance with company policies and regulatory requirements.
Hardware Maintenance and Repair:
- Perform basic hardware maintenance/repairs (e.g., HDD, RAM, video cards).
- Coordinate with vendors for warranty repairs/replacements.
Documentation and Asset Management:
- Maintain accurate hardware/software inventory.
- Create/maintain end-user documentation, knowledge base articles, and self-service resources.
- Assist with procurement and deployment of new hardware/software.
Compliance in a Regulated Environment:
- Adhere to company data security and compliance procedures (e.g., 21 CFR Part 11).
- Assist with desktop system and user access audits.
Qualifications and Experience:
- Associate’s degree in CS/IS or related field (or equivalent); Bachelor’s preferred.
- 3+ years desktop support experience.
- Regulated environment experience (preferably pharma/biotech/medical device); familiarity with FDA 21 CFR Part 11 and other regulations (highly desirable).
- Windows (10/11); Mac OS a plus.
- Proficiency installing/troubleshooting software.
- Familiarity with: Microsoft Entra ID/Azure AD, Microsoft 365/Office 365 admin centers, Exchange admin center, Teams admin center, SharePoint admin center, Intune, Windows Autopilot, Okta, Jamf, Apple Business Manager, Zoom Workplace.
- SharePoint Online administration experience (permissions/access troubleshooting/sharing controls/end-user support).
- Device lifecycle management across Windows, macOS, iOS/iPadOS using Intune, Apple Business Manager, Jamf, etc.
- Ticketing systems (FreshService).
- Basic networking concepts (TCP/IP, DNS, DHCP).
Standout Skills:
- Excellent customer service and communication; strong troubleshooting/problem-solving.
- Ability to work independently and in a team; prioritize multiple tasks.
- Ability to lift/move equipment up to 30 lbs.
Onsite requirement: Based in Lexington, MA; onsite five days per week.
Pay Range: $79,000–$105,000 USD.
Responsibilities (including, but not limited to):
- Provide first-level technical support to end-users via phone, email, and in-person.
- Diagnose and resolve hardware and software issues for desktops, laptops, printers, and other peripherals.
- Assist with onboarding, offboarding, and employee lifecycle technology processes.
- Escalate complex issues to internal teams or third-party providers as needed.
- Identify opportunities for process improvement, automation, and enhanced user experience.
- Support Microsoft 365 administration across Office 365 admin centers (user support, license coordination, service health awareness, escalation of platform issues).
Software Installation and Configuration:
- Install and configure operating systems, applications, and other software.
- Manage software licenses, updates, and user access via Microsoft 365, Intune, Jamf, and other approved enterprise platforms.
- Ensure software compliance with company policies and regulatory requirements.
Hardware Maintenance and Repair:
- Perform basic hardware maintenance/repairs (e.g., HDD, RAM, video cards).
- Coordinate with vendors for warranty repairs/replacements.
Documentation and Asset Management:
- Maintain accurate hardware/software inventory.
- Create/maintain end-user documentation, knowledge base articles, and self-service resources.
- Assist with procurement and deployment of new hardware/software.
Compliance in a Regulated Environment:
- Adhere to company data security and compliance procedures (e.g., 21 CFR Part 11).
- Assist with desktop system and user access audits.
Qualifications and Experience:
- Associate’s degree in CS/IS or related field (or equivalent); Bachelor’s preferred.
- 3+ years desktop support experience.
- Regulated environment experience (preferably pharma/biotech/medical device); familiarity with FDA 21 CFR Part 11 and other regulations (highly desirable).
- Windows (10/11); Mac OS a plus.
- Proficiency installing/troubleshooting software.
- Familiarity with: Microsoft Entra ID/Azure AD, Microsoft 365/Office 365 admin centers, Exchange admin center, Teams admin center, SharePoint admin center, Intune, Windows Autopilot, Okta, Jamf, Apple Business Manager, Zoom Workplace.
- SharePoint Online administration experience (permissions/access troubleshooting/sharing controls/end-user support).
- Device lifecycle management across Windows, macOS, iOS/iPadOS using Intune, Apple Business Manager, Jamf, etc.
- Ticketing systems (FreshService).
- Basic networking concepts (TCP/IP, DNS, DHCP).
Standout Skills:
- Excellent customer service and communication; strong troubleshooting/problem-solving.
- Ability to work independently and in a team; prioritize multiple tasks.
- Ability to lift/move equipment up to 30 lbs.
Onsite requirement: Based in Lexington, MA; onsite five days per week.
Pay Range: $79,000–$105,000 USD.