Senior Desktop Support Specialist
Intellia Therapeutics, Inc.
3 months ago
On-site
Cambridge, MA
$80,703 - $98,637 USD yearly
IT
How You Will Achieve More
- Provide L2/L3 escalation desktop support and problem resolution for office and laboratory systems.
- Respond to break/fix requests for technical support for workstations, laptops, peripherals, and software applications.
Responsibilities
- Identify and remediate trends with ongoing issues and problems.
- Triage and assign tickets in the Helpdesk queue.
- Provide Level 2/3 escalation to troubleshoot complex tickets and issues.
- Place orders as needed and maintain hardware and software inventories.
- Provide escalation support for end-user support for Windows 10/11 and Mac OS; resolve break/fix tickets per Service Level Agreements (SLAs).
- Perform software and hardware installations and upgrades.
- Document, track, and handle helpdesk calls; escalate problems when necessary.
- Perform weekly and monthly maintenance tasks on lab workstations; ensure critical data is backed up and/or synchronized to network resources.
- Troubleshoot print, copy, and scanner issues; escalate to support vendors when necessary.
Supervisory Responsibilities
- Recruit, interview, hire, and train new contingent workers.
- Oversee daily workflow; assign tickets and task/projects to the team.
- Provide ongoing coaching, mentoring, and development.
About You (Qualifications)
- Excellent verbal and written communication.
- Excellent interpersonal and customer service skills.
- Strong organizational skills and attention to detail.
- Excellent time management; meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to prioritize and delegate.
- Ability to work in a fast-paced, sometimes stressful environment.
- Experience with Windows 10/11, Office365, Entra ID, Microsoft Intune, Microsoft Teams and calling, Jamf, and common antivirus tools.
- Bachelor’s degree or equivalent experience.
- 3–4 years of desktop support experience.
- Life Sciences industry experience is a plus.
- Ability to sit for prolonged periods and work at a computer.
- Must be able to lift up to 20 pounds at times.
- Ability to walk between buildings.
Application Instructions
- Applications are accepted on a rolling basis and continue until the position is filled.
- Provide L2/L3 escalation desktop support and problem resolution for office and laboratory systems.
- Respond to break/fix requests for technical support for workstations, laptops, peripherals, and software applications.
Responsibilities
- Identify and remediate trends with ongoing issues and problems.
- Triage and assign tickets in the Helpdesk queue.
- Provide Level 2/3 escalation to troubleshoot complex tickets and issues.
- Place orders as needed and maintain hardware and software inventories.
- Provide escalation support for end-user support for Windows 10/11 and Mac OS; resolve break/fix tickets per Service Level Agreements (SLAs).
- Perform software and hardware installations and upgrades.
- Document, track, and handle helpdesk calls; escalate problems when necessary.
- Perform weekly and monthly maintenance tasks on lab workstations; ensure critical data is backed up and/or synchronized to network resources.
- Troubleshoot print, copy, and scanner issues; escalate to support vendors when necessary.
Supervisory Responsibilities
- Recruit, interview, hire, and train new contingent workers.
- Oversee daily workflow; assign tickets and task/projects to the team.
- Provide ongoing coaching, mentoring, and development.
About You (Qualifications)
- Excellent verbal and written communication.
- Excellent interpersonal and customer service skills.
- Strong organizational skills and attention to detail.
- Excellent time management; meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to prioritize and delegate.
- Ability to work in a fast-paced, sometimes stressful environment.
- Experience with Windows 10/11, Office365, Entra ID, Microsoft Intune, Microsoft Teams and calling, Jamf, and common antivirus tools.
- Bachelor’s degree or equivalent experience.
- 3–4 years of desktop support experience.
- Life Sciences industry experience is a plus.
- Ability to sit for prolonged periods and work at a computer.
- Must be able to lift up to 20 pounds at times.
- Ability to walk between buildings.
Application Instructions
- Applications are accepted on a rolling basis and continue until the position is filled.