Desktop Engineer

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. This position requires being on-site 4 days a week in Lexington, MA

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:

1. Strong knowledge of Windows operating systems (Windows 10/11, Mac OS is a plus).
2. Proficiency in installing and troubleshooting software applications.
3. Familiarity with AD/Azure AD, Intune including AutoPilot, O365 Applications, Okta, Jamf & Zoom Workplace.
4. Experience with ticketing systems (FreshService).
5. Experience managing support escalations with 3^rd parties including HP and Lenovo.
6. Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

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

Interested candidates please respond with your resume to ncoppolo@alexandertg.com