Desktop Support Engineer

Net2Source - Boston, MA

Full-time - Mid Level

Boston, MA

5,001-10,000 employees

Administrative and Support Services

About the position

The Desktop Support Engineer will provide on-site Level 2 support for MLL systems and connected peripherals in a Life Science Manufacturing environment. This role involves diagnosing and resolving hardware, software, and network-related issues while adhering to compliance and quality processes. The engineer will utilize ITIL principles in IT Service Management and contribute to continuous improvement initiatives within the organization.

Responsibilities

• Provide on-site Level 2 support for MLL systems and connected peripherals.
• Diagnose and resolve hardware, software, and network-related issues in manufacturing, distribution, and R&D environments.
• Adhere to GxP guidelines, SOPs, Work Instructions, and security policies.
• Utilize ITIL principles in IT Service Management to manage incidents, problems, and changes effectively.
• Support systems behind firewalls and coordinate with network and security teams.
• Apply critical thinking skills to analyze complex problems and implement effective resolutions.
• Maintain comprehensive documentation of all MLL systems and support procedures.
• Assist in tracking and management of MLL assets, including hardware and software.
• Participate in continuous improvement initiatives to optimize processes and enhance user experience.

Requirements

• Bachelor's degree in information technology, Computer Science, or a related field preferred.
• 3-5 years of experience in IT support, focusing on Level 2 support in OT environments within regulated industries.
• Proficiency in Windows operating systems and experience in environments connected to laboratory or manufacturing equipment.
• Strong understanding of network principles, including managing systems behind firewalls.
• Experience with ITSM tools, preferably ServiceNow, and following ITIL processes.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Windows Server, ITIL Foundation) are highly desirable.

Nice-to-haves

• Experience in the Health Care / Life Sciences domain.
• Strong communication skills.

Benefits

• Inclusive culture
• Work-life fit and well-being support
• Opportunities for strategic impact and innovation