Desktop Support Engineer

Company: Kiniksa Pharmaceuticals

Kiniksa is a biopharmaceutical company focused on discovering, acquiring, developing and commercializing therapeutic medicines for patients suffering from debilitating diseases with significant unmet medical need. The company is advancing a pipeline of immune-modulating, clinical-stage product candidates that are based on strong biologic rationale or validated mechanisms, target underserved conditions and offer the potential for differentiation.

We are seeking a highly motivated and experienced Desktop Support Engineer to join our growing IT team. In this role, you will be responsible for providing technical support to end-users, ensuring the smooth operation of their desktop systems and related peripherals. Experience in an FDA-regulated environment is highly desirable. You will troubleshoot hardware and software issues, install and configure software, and provide excellent customer service.

Key Responsibilities

End-User Support:

• 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 users with password resets and account management.

Software Installation And Configuration

• Install and configure operating systems, applications, and other software.
• Manage software licenses and updates.
• Ensure software compliance with company policies and regulatory requirements.

Hardware Maintenance And Repair

• Perform basic hardware maintenance and repairs, including replacing components like hard drives, RAM, and video cards.
• Coordinate with vendors for warranty repairs and replacements.

Documentation And Asset Management

• Maintain accurate records of hardware and software inventory.
• Document troubleshooting steps and solutions in a knowledge base.
• Assist with the procurement and deployment of new hardware and software.

Compliance Within a Regulated Environment

• Adhere to all relevant company policies and procedures, especially those related to data security and compliance within an FDA-regulated environment (e.g., 21 CFR Part 11).
• Assist in audits related to desktop systems and user access.
• Other duties as assigned.

Qualifications

• Education: Associate's degree in Computer Science, Information Systems, or a related field, or equivalent experience. Bachelor's degree preferred.
• Experience: 3+ years of experience as a Desktop Support Engineer.
• Industry Knowledge: Experience working in a regulated environment, preferably within the pharmaceutical, biotech, or medical device industry with familiarity with FDA 21 CFR Part 11 and other relevant regulations.
• Technical Skills:
• Strong knowledge of Windows operating systems (Windows 10/11, Mac OS is a plus).
• Proficiency in installing and troubleshooting software applications.
• Familiarity with AD/Azure AD, Intune including AutoPilot, O365 Applications, Okta, Jamf & Zoom Workplace.
• Experience with ticketing systems (FreshService).
• Experience managing support escalations with 3rd parties including HP and Lenovo.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

Certifications:

Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.

Other Skills

• Excellent customer service and communication skills.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple tasks effectively.
• Ability to lift and move computer equipment and boxes of supplies weighing up to 30lbs as needed.